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Customer Service Research (In-person Contact)

Compared with call center survey programs, customer service on in-person contacts often covers a broader range of topics besides just a specific customer service interaction. An excellent example of a typical in-person contact customer service research program is one that covers customer visits to a retail outlet where your customer interacts with customer service personnel and also reacts to other issues such as store location, layout and product availability. Because of the variety of potential topics that can be included in this type of customer service research, it is often difficult to decide which contact experiences to focus on and which questions should be included in the customer service survey program. With our 15+ years of knowledge in measuring customer service satisfaction, Polaris can help you decide upon the best questions to include, as well as the best overall program strategy and design.

Customer Service Survey

A customer service survey based upon an in-person contact will have many of the same considerations as a call center customer service survey, and many that are unique. With this type of customer service research for example, customer contact information is often more difficult to come by, requiring creative approaches for getting qualified respondents to take the survey. Polaris can help you strategize, create/revise, and execute a customer service research program that is customized to your needs, including customer service baseline and customer service tracking surveys. We are dedicated to helping you improve the quality of service your company provides. Polaris can help you ...

• determine the appropriate sample size based upon store visits and how findings will be used.
• select the best survey methodology (Internet, phone, IVR, Mail).
• decide which questions to include on your customer service survey.
• design the customer service survey invitation.
• maximize response rate.
• decide on allowable time between the customer experience and the invitation.
• accurately and reliably collect responses.
• analyze results to determine key satisfaction, recommendation and/or purchase drivers.
• create a user-friendly reporting format customized to your needs.
• use results to effect changes at your company and improve your quality of service.
• get management buy-in to the customer service survey and the customer service research process.

Contact us to learn more about customer service research surveys.