Designing Post-Call Surveys: Tips for Creating a Customer-Centric Survey

Mar 10, 2023

Customer-centric feedback is the feedback that focuses on the needs, preferences, and experiences of customers. It is gathered from customers and is used to improve a business's products, services, or overall customer experience.
This type of feedback is essential for any business that wants to build and maintain strong customer relationships, as it helps them understand what their customers want and need and how they can better meet those needs.

When it comes to providing exceptional customer service, it's critical to pay attention not only to the interaction that occurs during the call but also to what occurs after the call has ended. Post-call surveys come into play here. A well-designed survey can provide valuable feedback, allowing businesses to improve their services and strengthen customer relationships.

So, how can you create a customer-centric post-call survey that effectively captures feedback and drives customer satisfaction? Here are some tips to consider:

  1. Keep it simple and concise:

The length and complexity of the survey can have a big impact on the response rate. Make the survey brief and to the point, asking only the essential questions. Customers are more likely to finish surveys with fewer questions.

2. Ask specific questions:

Don't ask vague or open-ended questions that can lead to unclear responses. Instead, ask specific questions that require specific answers. This will help you to get a clearer understanding of your customer's needs and expectations.

3. Use rating scales:

Rating scales are a simple and effective way to capture customer feedback. Ask customers to rate their experience on a scale of 1-10, or use a Likert scale to measure their level of satisfaction. This will provide you with quantifiable data that you can use to track trends and make improvements.

4. Personalize the survey:

Address the customer by name and personalize the survey to their specific interaction with your business. It will help to build a connection with the customer and show that you value their feedback.

5. Provide an open-ended question:

While rating scales are helpful, they don't always capture the full picture. Including an open-ended question at the end of the survey can allow customers to provide additional feedback and insights you may not have considered.

6. Follow up with customers:

Don't let the survey be the end of the interaction with the customer. Use the inputs to make improvements and follow up with customers to let them know their feedback was heard and acted upon. It can help build loyalty and trust, leading to a better overall customer experience.

7. Use the feedback to make improvements:

The purpose of a post-call survey is to gather feedback that can be used to make improvements to the customer experience. Analyze the data and use it to identify areas where your business can improve. Share the results with your team and use them to create action plans that can be implemented to drive customer satisfaction.

In conclusion, a well-designed post-call survey can be an invaluable tool for businesses to gather customer feedback and improve the customer experience. Businesses can acquire a deeper insight into their customers' wants and expectations by following these tips and creating a customer-centric survey and taking action to provide the best possible experience.