Customer service is the backbone of any successful business. To truly understand and meet the needs of your customers, it's essential to gather feedback through surveys. In this article, we'll explore various types of customer service surveys, providing examples and introducing tools to streamline the process.
With this guide, your team will learn to create branded surveys within minutes, identify the ideal timing to send them to customers, craft open-ended questions that elicit valuable responses, and swiftly analyze customer feedback.
1. Customer Satisfaction Survey
Customer satisfaction surveys are crucial for understanding customer sentiments and enhancing the overall customer experience. They provide valuable insights into the satisfaction levels of your customers, helping your customer service team identify areas for improvement.
It's important to share these surveys at key touchpoints in the customer journey, such as after a purchase, support interaction, or service delivery. This ensures timely feedback collection when the customer's experience is still fresh in their mind, leading to higher response rates and more accurate feedback.
Here're customer satisfaction survey templates for your team to customize and use right away:
Create Customer Surveys
Customize pre-designed templates
These templates can be embedded into your company's website, shared via email, social media or a QR code.
When crafting customer satisfaction survey questions, consider including a mix of quantitative and qualitative questions. Quantitative questions, like rating scales, provide measurable data on overall satisfaction levels, while qualitative questions, such as open-ended prompts, offer deeper insights into specific aspects of the customer experience.
For example, consider including these customer satisfaction questions:
Quantitative: On a scale of 1 to 10, how satisfied are you with your recent interaction with our customer service team?
Qualitative: Is there anything we could improve to better meet your needs?
2. Net Promoter Score® Survey
NPS® surveys are effective for gathering feedback because they provide a simple question that's easy for customers to answer: "How likely are you to recommend us to a friend or colleague?" This straightforward approach encourages honest feedback from satisfied customers, as well as those who may have concerns.
To gauge customer sentiment accurately, it's recommended to ask NPS® surveys periodically, such as once a month or a quarter (depending on your business model).
Use these online survey templates:
Create NPS® Surveys
Customize pre-designed templates
After categorizing customers based on their NPS® responses (promoters, passives, and detractors), segment them into different email lists:
Promoters, who are highly likely to recommend your business, should be nurtured with exclusive offers, loyalty programs, and invitations to advocate on your behalf.
Passives, while not actively promoting or criticizing your business, may require additional engagement to convert them into promoters.
Detractors, who are unlikely to recommend your business, need special attention from customer service representative to prevent customer churn.
3. Customer Effort Score Survey
Running CES surveys involves asking customers a simple question, such as "How easy was it to resolve your issue today?" This straightforward approach provides valuable insights into the overall customer experience. Once data from CES surveys is gathered, companies can use it to pinpoint pain points in their customer journey and increase customer retention. Consider sharing a survey via email to give your customer a chance to take it at a convenient time for them.
4. Product or Service Feedback Survey
Gather insights about product features, product quality, and customer satisfaction. By including scale questions, multiple-choice questions, and other types of questions, the team can collect valuable feedback from customers in real time. Conducting these surveys at regular intervals allows the team to track changes in customer perceptions over time and make timely improvements to enhance the overall customer experience.
These templates can help your team get started:
Collect Customer Feedback
Customize pre-designed templates
5. Onboarding Survey
The first interaction with a customer sets the foundation for customer loyalty.
Running an onboarding survey for new customers is crucial to understand their customer base and meet customer expectations throughout the customer lifecycle. Your customer team should ask demographic questions, such as age, location, and industry to tailor support to different customer segments. This helps in aligning services with customer needs right from the start.
Customize this template to onboard new customers:
Get the onboarding survey template here.
Generate Customer Feedback Survey With AI
With involve.me AI-powered survey maker, you can create all types of surveys that match your company's website branding, including colors, fonts, and logos.
Simply provide a short prompt, and within moments, receive several design options to choose from. Once satisfied, register for a free involve.me account to access the involve.me editor and further customize your survey. Give it a try for free:
Create your survey with AI
Just paste your URL & click generate
Create a simple survey with rating questions or a customer satisfaction survey with open-ended questions to gather valuable feedback from customers.
Analyze Customer Feedback in Minutes
With involve.me's AI report tool, customer support teams can swiftly analyze all survey responses, including NPS® scores and open feedback. The tool generates a PDF report instantly, summarizing key findings and providing recommendations for improvement based on feedback provided.
Easily assess completion rates, response times, and customer satisfaction survey results across different customer segments. Gain insights based on positive experiences and negative feedback to understand the level of satisfaction and gather detailed feedback for actionable insights.
Final Words + More Templates
Implementing various types of customer service surveys, such as Customer Satisfaction Surveys, Net Promoter Score® Surveys, and Customer Effort Score Surveys, is essential for providing excellent customer service. With involve.me's survey templates, your team can easily create surveys tailored to different customer interactions and gather actionable insights. Empowered with these tools, customer support teams can foster happy customers and continuously improve their services to meet evolving needs.
Discover more templates or generate an effective customer satisfaction survey with the AI tool on the spot:
