Customer Satisfaction Surveys

Make customer satisfaction surveying accountable and actionable by linking feedback to a recent interaction within your contact centre and break it down to agent or minimum team level to ensure accountability. It’s only when you can see who or what is affecting customer satisfaction or NPS positively or negatively that you can do something about it.

Deliver 360-degree feedback to staff with instant post-call surveys and share results with advisors individually. Help your staff see that what they do makes a difference and identify the behaviours that have the best impact.

Empower your managers to improve effectiveness. By putting structured feedback back in the hands of your team leaders you can make it easier for them to access feedback directly from customers. This can help them focus on the factors that are really driving NPS and CSAT scores and let them pinpoint areas where agents or processes are under-performing.

Create a real-time information hub for your business by systematically sorting and sharing large volumes of customer responses. Help departments understand where processes are letting customers down, reduce avoidable calls into customer service teams and transform the contact centre from a cost centre to a business intelligence hub.