There is no question that asking customers about their experiences is critical to understanding how to improve the experience.  However it goes without saying that the longer the elapsed time between the actual experience and the interview, the less accurate a customer’s recollection of their feelings and emotions will be.  Couple this with an overabundance of requests for customer feedback leading to ‘survey fatigue’ and you have a situation where traditional research techniques may be skewing reality.

Post-Call IVR Surveys

There is no better way to capture the customer’s true emotions about an interaction than immediately following it.  And, by leveraging IVR technology, you can tap into this critical insight for as little as $1.00* per completed survey.  (*Not including integration and customization)

By integrating a hosted IVR (which VereQuest provides) into your current IVR infrastructure, customers can be recruited at the beginning of a call to participate in a short survey at the end of the call.  Given the immediacy of the request, customers are not only more likely to engage with you but are also more likely to express their feelings accurately.  Results are available in real-time and can be tracked and reported at the individual agent, team or center level (assuming identifying data can be transferred).

Additionally, based on how the customer answers the 5-6 survey questions, the customer can be asked to participate in an in-depth interview.  Should they agree, specially trained interviewers will call the customer back within minutes (not days) to delve into root issues for positive/negative experiences and validate possible solutions.

When used with VereQuest ongoing customer experience monitoring, this combination provides a powerful view of the customer and their experience.

Customer Email Surveys

With the growing use of the internet, email surveys offer a cost-effective and efficient way to capture customer feedback and thoughts.  Given the medium and with a carefully crafted survey, customers tend to be much more thoughtful of their responses and can provide detailed descriptions of customer experience opportunities.

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Employee Email Surveys

It is a well-researched fact that there is a direct relationship between high employee satisfaction and customer loyalty.  That’s why it makes sense to take the pulse of your contact center employee from time-to-time to find out what is really going on.  Whether it is an annual survey, before/after a major launch, when you feel the need to get back in touch with reality or to test employees knowledge, email surveys are a quick and easy way to track response/results.