Hi,

I am call centre manager of a relatively new inbound venture for a small (staff wise) not-for-profit organisation. I am developing kpis for my unit, and as part of this want to send a sample of identified inbound contacts a brief satisfaction survey.

I would be very grateful if any of you have the time to share any hints, suggestions or experiences with me.

Thanks and Regards

Zoe

Are you going to send them out via mail, e-mail or do them via outbound calls? I would recommend outbound calls or e-mails and do them soon after their contact to you. Otherwise you will not get very many details unless it is bad or exceptionally good.

Regards,
Marianne

The only consistent contact I will have is address details, so I was looking at mail.

Thanks

Z

Greetings,

This thread takes us back to those days, where Call Centres were fun and responsibility.

Taking off from where Marianne left off, what matters is that the survey is conducted before the Caller recedes into a zone of indifference, which is what is more likely to happen once a need is attended to.

This time span varies with the service called for.

Given the fact that you are adopting the Mail process, the rough off the cuff time span within which a Customer Satisfaction Survey to a caller is received by the caller is within a week of the Call Resolution Time.

Mahidhar

Hi Zoe,

Without knowing the business exactly I'll keep it generic.

Have the questions on the back of a postcard (Pre-paid) so they
don't have to do anything apart from answer the questions.

State that it will not be used for marketing by yourselves so
they don't need to tick a: "Please don't send me a small rainforest
of literature by either yourselves or carefully selected others who've
been carefully selected by paying you a wodge of cash for my name" Box.

Dear. xxxxxx

Recently you contacted xxxxxx. We are currently running a review of our
business practices and systems and are hoping you can help us improve our
performance by answering a few quick questions.

Please answer the following questions on a scale of 1-5:

If you have any comments please feel free to use the comments section at the bottom.

1- Very Unsatisfied
2- Unsatisfied
3- No opinion
4- Satisfied
5- Very Satisfied

Q1) Were you Happy with the way your call was answered?

Q2) Were you happy with the speed your call was answered?

Q3) Was the agent able to answer your query?

Q4) Was the information accurate?

Q5) How would you rate the overall call?

Can you please answer the following questions.

Q6) Was this the first time you have contacted us?

Q7) If you have contacted us before on how many occasions?

Q8) Which other communications channels would you use?
i) E-Mail
ii) Interactive Voice
iii) Web Chat
iv) SMS

Q9) If you requested literature did it arrive as promised?

Q10) Would yo recommend us to others?


Comments:






If you would like to discuss our service further please fill in
your name and number and a convenient time of day below and we will
be happy to contact you.........


Hope this helps a bit.

DaveA

That would be one big postcard, Dave! ;) But I concur with what both you and Mahidar said.

Just be sure that you only ask the questions you are going to really use the information on. If you ask too many questions the person won't bother with it. Don't let your marketing department stick their fingers into it and add all sorts of salesy (or in your case, fund-raising) stuff. If you want to get people to answer the survey it needs to be quick and direct.

Best of Luck!
Marianne

That would be one big postcard, Dave! ;)

Humm....

Not sure about that.

I'll have a play with publisher later and see how it comes out.

It shouldn't be too big.

I didn't mean send a postcard out. Just have it for the reply.
That way you have a whole side and a half.

That way you could make it part of the standard fulfilment pack
for phone enquiries.

DaveA

Zoe

OK got it onto 2 sides of a normal postcard and it looks OK.

See here Dave's Site Link.

Just as a note I've limited bandwidth on the site as I'm looking at permenent hosting at the moment. Both the files (Front and Back ) are fairly small but if
Angelfire decide to boot you off try again a couple of hours later.

Have Fun.

DaveA

Hi Dave,
Didn't mean that to be a challenge! ;-)
Can you change the file format to an image file like jpg or gif? I don't have the reader for .pub files.

Thanks!
Marianne

Done,

Both File formats are up


Don't know why I didn't thik of it first!

HTH

DaveA

Thanks Dave, Marianne and Mahidhar,

I appreciate you taking the time to help; you've certainly given me some good things to think about!

Cheers

Z

Zoe;

Do you want that in any other format?

DaveA

It's not necessary

Thanks

Z