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A Six-Stage Process For Customer Satisfaction Studies

❶The questions below will help establish how your customers truly feel about doing business with you, now and in the future:. In many cases, the most insightful data will come from these free-form comments.

3 Key Principles of Great Customer Satisfaction Surveys

Common Types of Customer Satisfaction Surveys Metrics:
Why Customer Satisfaction Is So Important
Sample Questions: Customer Satisfaction Surveys

They want to hear things like how you hold team meetings to discuss the week ahead and allocate time slots and deadlines for various projects. This question helps your interviewer to gauge whether you understand your role in your current job, and how your efforts contribute to the goals of the organisation.

The company I currently work for publishes an annual report of KPIs relating to the goals they hope to achieve that year. I extract the company goals that are relevant to my department and break them down into weekly objectives. I then use these objectives to ensure that my team is constantly contributing to the overall goals of the organisation. In line with the over-arching goals of the company, I would set personal goals for myself and my team which I would subsequently break down into weekly SMART objectives.

I would monitor these closely through general in-office communication and a series of team meetings, as well as through scheduling individual appraisal meetings at 3, 6 and 12 month intervals. In my current role, I break down my objectives into daily targets and outline periods of the day when I am going to focus on achieving them. I find this system works well for me and I expect to carry it into my next job. This is your opportunity to assure your potential employer that you are capable of working in line with your objectives and getting the job done on time.

This is a bit of a tricky question to answer, as how you answer can determine whether your interviewer thinks you are too strong-minded or, worse, too sheep-like in your approach to work.

An ideal answer will show a degree of balance. Throughout my term of employment, I keep a constant note of any areas that I feel can be improved. But I only present these concerns to my boss when I have developed in-depth and realistic solutions. The frequency of these meetings is determined by how stable the company is. If the company implements several changes throughout the course of the year, I am more inclined to provide regular feedback to my boss.

In an ideal answer you will confirm that you are creative in your job role, and markedly so compared to some of your colleagues. You should then proceed to give examples which demonstrate this.

This question gives you the opportunity to tell the interviewer about how you developed a Monday-morning prize-giving incentive to get your team fired up for the week. Or how you introduced daily staff meetings to keep your team engaged with the goals of the organisation. Or implemented a buddy-up training programme to help your new recruits settle in faster.

An ideal answer to this question will demonstrate that you are capable of monitoring a situation as it evolves. Prior to introducing the incentive, I compiled a backlog of sales figures from previous Fridays. I then introduced the incentive on a trial period, continued collecting data and cross-compared the results. There was an obvious peak in sales figures and so the incentive became permanent.

This question is set to test your ability to identify and analyse customer insight, trends and data, and drive continuous improvement, by identifying and understanding the root cause. The interviewer will be looking for an example of where you have taken this insight and subsequently developed, implemented and improved your sales process.

This could be through the introduction of training, post-sale procedures, a change in marketing communications, or other process improvements, to ensure that the cause of any future complaint is eradicated. An ideal answer will demonstrate that you are capable of assessing a situation and implementing improvements.

I started to notice that a lot of customers were complaining about feeling patronised by my agents. I then had a meeting with the worst offenders in my team and suggested changes that they could make to correct this behaviour. After this meeting, customer complaints reduced and sales increased. Are you interested in reading about the Typical Roles in a Call Centre? I would recommend thinking about a specific instance and then discussing this in detail.

Outline the process stage by stage and, if there are areas that need improvement, focus your answers on the solutions instead of the problems.

As a leader or manager charged with delivering excellent customer feedback, you will know how important it is that customer feedback and insight are monitored, measured and acted upon, whenever appropriate or necessary. But how about your agents? This question is very much aligned to your engagement, coaching and development skills. You need to think about the culture, communication and interactions you have with your agents.

Discuss how you impart your knowledge and experience to your agents and how you ensure that they can continue to develop the confidence, skills, knowledge and habits that will drive excellent customer feedback with every interaction. Only you will know if your team really trusts and respects you. Respectful employees will usually make you coffee, hold a door open for you, properly carry out tasks assigned to them and rarely undermine your judgement.

At some point in your interview, you will have to answer a question that prods you to give an example or take part in a role play situation. This group of questions will provide you with guidance on how to deal with questions of this nature and challenge you to think of scenarios where you have demonstrated attributes that are closely link to the job description.

This is often an opening question, as it allows you to use one of your strongest examples and may help you relax. For the interviewer, it is also an indication of where your natural focus or achievements may be — people development, process, cost reduction, change etc.

If possible, think work related. There will hopefully be a number of things you are most proud of in your career to date. Think about your key achievements; were they commercial, people or process orientated?

What was the cause and effect? How were you involved, what was improved, saved or developed? If you are short on career-based examples, use personal achievements which demonstrate the commercial skills required for the role, such as team work, commitment, empathy, determination, attention to detail, etc. These questions will more often than not be based around the role competencies. Preparation and rehearsal are key to answering these effectively.

You will need two or three instances of how you may have: You also need to be able to clearly and concisely communicate the problem, solution and outcome. During interviews, difficult or awkward questions could come your way. The intention is not to catch you out, but to test how you operate under pressure. This question is again in the format of competency-based interviewing, so remember to outline the specific actions you took to motivate your team, as interviewers want to see evidence of hands-on experience.

Did you use incentives to motivate the team? Did you implement training programmes? Did you improve internal communications to help engage staff? Did you implement or revisit career development plans to make the team feel valued? Be clear and precise and be sure to convey any previous first-hand experience you have — they will want to feel confident that you can handle similar issues within the new role.

This question is a typical example of competency-based interviewing CBI in practice. It is the most popular interview approach, based on the premise that future performance can be predicted by past behaviour. The best way to prepare for CBI questions is to revisit the job description and person specification before your interview.

You should then ensure that you have covered all bases and can comfortably provide examples for each competency. You must also be able to describe the particular scenario, the actions you took and the impact it had on the business.

Approach this particular question by outlining the processes you followed to investigate and resolve this issue. It is also important to explain the outcome. For example, you may have set an agenda of required actions following on from the meeting you held with the particular team member — can you describe what that was? If you created a performance plan that included clear training and development objectives make sure you say so.

Always finish by explaining how the action you took impacted the business. For example, the team member started to meet all targets and bring in more revenue. It is vital to have clear objectives before initiating conversation with the customer; what is your end goal? Ensure you are aware of the parameters, rules and regulations within the company.

For example, if the issue is over money, can you refund it? What else can you offer to pacify the customer? It is important to remain calm, confident, be clear and always remember to ask questions.

The interviewer is looking for a patient and composed response. If you are still unsure about how best to approach role-plays contact your local recruitment consultant who should be able to offer you thorough advice. Want to know how to deal with an angry customer? I adopted a supportive style as I raised my concerns with the individual regarding their approach with customers, and confirmed their awareness of the business expectations regarding excellent customer service.

As part of my regular team monitoring, I assess all advisors call quality in order to measure them against the relevant KPIs. When reviewing calls for one advisor, I noticed a trend where the advisor was quite abrupt with callers.

I scheduled a meeting in private with that advisor, which I prepared for by reviewing supporting information including their performance statistics for the month. I sensitively discussed with them any reasons they felt they were unable to deliver this, and emphasised the balance which needed to be maintained between quality and quantity. I adopted a coaching style to enable the advisor to work through any barriers and identify solutions, agreed reasonable and tangible expectations for improvement, arranged appropriate support and scheduled weekly meetings to review their performance against these expectations.

As a result, the advisor improved their performance and now consistently achieves all targets. Ideally this will have had a positive outcome. By doing this you will help the interviewers to understand why you are a great fit for their team. You might also be interested in Mistakes to Avoid when Applying for a Job. In asking this question, your potential employer is looking to see that you are prepared to go above and beyond the call of duty when the company needs you.

But you have to be careful when answering, as it is easy to fall into the trap of slagging off your current employer or seeming disorganised. Your interviewer does not want to hear how your current boss failed to provide you with resources or that you once pulled an all-nighter to meet a university deadline. In your example you should outline the reason for your stretched deadline and say what you did to ensure that you met it.

Whilst working in retail over the Christmas period, there was dramatic increase in stock which needed processing. To ensure that I continued to complete my daily tasks over this time period, I frequently started work at 5am rather than 7am.

No matter what level we operate at, we are all able to lend our experience of success to our peers — we just have to be careful not to patronise or undermine them in the process. When answering this question, make sure that you give an example that is truly constructive and had a positive outcome.

This question is a test of character and is especially important if you are being interviewed for a management role. Whilst I was working in a fast-food restaurant, an unexpected coachload of football supporters came through the door. What followed was a hectic half-hour as the few staff we had on struggled to serve the high influx of customers. To motivate my team, I came out of the back office and signed onto a till in the middle of the counter.

When the rush was over, I congratulated everyone on their efforts and brought chocolates in for my team the next day. This question category tests your suitability for the job, probing your customer service knowledge and judge your applicability for the role. You are not required to be an expert on the organisation or role, but a genuine interest and basic understanding is expected. If you are working with a recruitment consultant then they should be able to provide you with extra details and assist with preparation.

In addition, look for and use press releases, corporate and social websites. Ring the call centre to see how they handle your call: Read the job description to prepare for this question, a few key facts or some knowledge show a genuine interest and commercial awareness. Before your interview, you should have researched the company and seen a full job description. This information will be key to how you answer this question and show that you have made a considered application.

You need to try and align the experience gained from your current role to some of the challenges or responsibilities of the role you are applying for. Keep it to a few clear bullet points where you can. Also think about where you are at your happiest or best. The role you are applying for may be in a new field or industry, but you may already have many of the transferable skills required.

You then need to be able to concisely explain what you can bring to the role and demonstrate how some of the skills you have making passing reference to some of the experience you have just mentioned would make you a good fit for this role.

Many interviewees freeze at this question, simply because they cannot think of an example, rather than the fact that they have never dealt with one. What the interviewer is looking for are the skills you possess in handling difficult customers, not the intricate detail of the particular issue the customer had. This may seem like a very long answer.

But by explaining the situation, without going into the minutia of the product or the complaint, your response need be no more than one minute or so.

You will also impress your prospective employer by demonstrating that you already have the skills necessary to handle the most difficult calls. Read this article for more advice on How to deal with difficult customers. There will often be a question about how to deal with an angry customer. There are two things that they are looking for here. The first is to see what your customer service skills are like. The second is to see if you lose your temper or if you can keep your cool.

You can describe the steps where you helped to calm a customer down, show some understanding, empathy, patience etc. Ideally use an example of where you were able to turn the customer around and then the customer was able to thank you for your effort.

What you need to show here is primarily an understanding of the particular project management methodology. For example, 6 sigma or lean management. You should do this by giving an example of a project that went well, and show some of the challenges that you had to overcome along the way. In particular, it would be useful to show examples of how you managed to get the team on your side and sharing the same vision for success.

What did we do really well? What can we do to be even better? Finally, please tell us a little about yourself…. What is your gender? How old are you? Under 13 65 or over. What is your current marital status? What is the highest level of education you have completed? How satisfied are you…. Please tell us what [Company] should do to improve the quality of the documentation delivered with your platform?

Strongly agree Agree Neutral Disagree Strongly disagree. Very satisfied Satisfied Neutral Dissatisfied Very dissatisfied. How would you rate [Company] overall? This post was originally published December , and updated on May 14th Customer Satisfaction Survey Questions: The [Company] account manager is making a positive contribution to my business.

The [Company] account manager responds to my inquiries in a timely manner. Overall, I am very satisfied with the [Company] account manager. Here are five customer satisfaction survey questions that are widely used in the world of satisfaction research. Overall Satisfaction Question It is a good idea to include a general satisfaction question, which will serve as an overall measure of how well your company is pleasing customers across all aspects of the business product, brand, service, communication, etc.

What is your overall satisfaction with insert company name? Since this is a very common question asked by many companies, there are various industry benchmarks to also measure yourself against. The most common way to analyze responses to this question is to look at the percentage of respondents who are either somewhat or very satisfied.

One downside to this question, however, is that it is not very actionable. Attribute Questions The general question shown above is a nice measure of overall satisfaction to track over time, but you will also want to measure specific aspects of satisfaction in order to obtain more actionable data.

If you operate a restaurant, for example, you might want to ask your patrons about their experience with service, cleanliness, food quality, etc.

These attribute questions are useful in pinpointing specific areas of satisfaction and dissatisfaction. Again, the information gleaned from these questions is actionable. For example, if you, as the restaurant owner find that satisfaction scores for cleanliness are low, you can address the issue with the cleaning staff and implement new practices.

You could even incent the staff with bonuses and prizes that are tied to the cleanliness satisfaction score.

Customer Survey Questions You Can Use Today:

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Questions for Customer Service. Customer support is the main touch point between your customer and your company. Making sure that your customers are having an optimal experience with your agents can be just as important as their happiness with your product or service – a good customer support team inspires loyalty and trust.

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Customer service interviews may include a number of different question types. Many will be common interview questions you might be asked for any job, such as questions about your employment history, your educational background, your skills and qualifications for the job, and your goals for the future.

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This article enlists 20 market research questions to ask your customers and create a highly sustainable brand. What Market Research Questions should I ask Customers? customer service, ethos and perception amongst peers, consumers and . There are two commonly asked behavioral questions used in customer satisfaction research surveys: A) How likely are you to recommend (company/product/service) to a friend? B) How likely are you to buy from (company) again?

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Here are our top 50 Customer Service Interview Questions, including advice on how to answer them - Great for a Call Centre and team leader interviews. Describe a situation when you have helped drive a business change as a result of customer research/analysis. vish 26 May at pm. The adage in market research that we turn to again and again is the need to ask the right question of the right person. This places considerable onus on the researcher to design a customer service survey that will accurately show real differences, one survey to another. The purpose of customer satisfaction research is to improve.