There are almost as many different ways to measure customer satisfaction as there are call centers that track the metric. We have seen surveys that contain as few as one question, and surveys that contain as many as 40 questions. We have seen multiple choice, fill-in-the-blank, and interview style surveys. We have seen scoring systems that offer as few as two choices per question, and as many as twelve choices per question. The result is that customer satisfaction has the greatest variability of any metric in the call center.
When you think about the number of different survey questions, survey types, scoring scales, and survey populations, it is easy to understand why survey bias and invalid survey methodologies are so common in the industry. MetricNet’s Customer Satisfaction and Loyalty Survey Template has addressed this shortcoming, and presents a valid, standardized approach to measuring customer satisfaction for all call centers.
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