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A Customer Service Survey Program Measures Quality

Polaris Marketing Research is experienced in creating and revising a transaction-based customer service survey program and can help you in creating an efficient customer survey tool. We are dedicated to improving customer service satisfaction within your company and will help you develop an appropriate customer survey for customers who have had direct interactions with your company.

For telephone-based projects, our in-house call center research and experienced interviewers help us provide timely and accurate performance measurement based upon a high quality customer service survey program. With all data collection and project managers both on site, we closely monitor customer survey quality and productivity, and have the ability to customize your customer service research (probe on specific or unforeseen issues) based upon a feedback pattern seen in the customer survey.

When revising a customer service survey program, Polaris first conducts a driver analysis so that we can suggest questions that are statistically most important to improving your customer service. Polaris will work together with you to fine-tune the customer survey, making it an efficient tool for evaluation, and helping to keep the cost of ongoing tracking down.

• listening to and understanding customers,
• explaining current and new service offerings,
• keeping commitments,
• technical knowledge,
• being courteous,
• professional appearance,
• helpfulness, or
• response time.