SURVEY MISTAKESTHAT ANNOYCUSTOMERS

IVR TECHNOLOGY GROUP PRESENTS...

5

WASTING YOURCUSTOMER'S TIME

Asking your customer to complete a surveybefore speaking with a live agent is a greatway to get a response. The voice of your

customer is important, but they will not belikely to respond if they don’t know whatthey are about to get into. If they agree totake a survey let them know how many

questions it contains.

PROVIDING TOOMANY NUMBERS

Asking your customers to respond on ascale of 1-10 can be confusing. As phonekeypads only have the numbers 0-9 yourcustomers will likely not know if the zerokey represents the best possible or worstpossible number. This will certainly throwoff the quality of your answers. Have

quality measured on a 1-5 scale, or evenyes or no questions!

ONLY PROVIDINGONE METHOD TO

GET ANSWERSAsking a customer to take a survey

question immediately after a call can be agood idea. However, just like all yourcustomers aren’t the same neither aretheir schedules. A customer may want toprovide an option, but not have the time

to take a survey then and there.

RELYING ON THESAME OLD

QUESTIONSMix it up a little. If your company is going

to release a new product, or run apromotion, create a survey that willmention this. Once in the system, yourcompany can find out how much yourcustomers are looking forward to it.

NOT FOLLOWINGUP

If your customer took the time to tell youthat their needs weren't met, why

shouldn't your company take the time toreassure them that the problem has been,

or will be, addressed? Contact thecustomer and follow up. This will let them

know how valuable they are.

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