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Customer Service Satisfaction

Customer service satisfaction research has become an intricate part of the customer service strategy for virtually all large and many medium sized companies. Where customer service satisfaction questions were once appended to a company's more general customer satisfaction program, they have become independently executed and funded programs dedicated exclusively to achieving quality customer service. Often referred to as interaction or transaction satisfaction surveys, customer service satisfaction programs differ from general satisfaction surveys in structure and design, for example, by mapping to a specific experience and reporting results down to the store/call center/employee level.

Within the category of customer service satisfaction research are call center or remote contact vs. in-person contact, each of which have special considerations when planning the research for your customer service strategy. For example, due to the nature of the interaction being measured, a call center customer service satisfaction survey program will almost always have a more detailed and easier to acquire sample file (customer contact records), which can significantly and positively impact response rates.

With in-person contact customer service satisfaction surveys, more creative approaches often need to be employed to distribute survey invitations to recent customers. With 15+ years of customer service satisfaction experience, and dozens of ongoing tracking programs running concurrently, Polaris is experienced in designing and executing all types of transaction satisfaction surveys.

Customer Service Strategy

Your company will have their own customer service strategy based upon your industry, company structure and level of knowledge regarding the quality of customer service your company is providing. Some industries for which customer service research would be appropriate would include the retail, banking, utility, healthcare, insurance, financial and credit card industries.

Perhaps your company already has a program in place or is currently moving beyond the assumptive phase of your customer service strategy, where management assumes they know what the key service issues are from the customers' perspective, and toward verifying those assumptions through a customer service satisfaction measurement program. Perhaps your company is ready to take its customer service strategy to the next level, making employees and managers more accountable informally or formally through an incentive program. Polaris has established expertise in designing and executing all types of customer service satisfaction programs, from simple to complex, and can help you in creating a new measurement program or revising your existing one. We are dedicated to helping our clients implement customer service satisfaction programs that are tightly integrated with their overall customer service strategy so that they can use the findings to continue to provide and improve quality customer service.

Contact us to learn more about customer service strategy.