It is important to set up hot satisfaction surveys and Phone System Greetings Script according to the most relevant media (SMS, emails.), with the indicators adapted to what you want to measure. Define the procedures for dealing with negative (and positive) feedback, and how to put in place a plan for continuous improvement.
List the main stages of the customer journey for your main customer profile, with the necessary measurement points. Initially, make simple and do not try to make an exhaustive analysis of the various points of the course and variants. Define the key elements on which the customer experience is crucial (eg purchase, delivery.) with the moments of truth (ex: first use of a product, renewal).
The measurement cold allows to have the opinion of the customer during its daily use of the product or service, apart from specific events that may disrupt the assessment (eg technical problem, renewal).
This measure can detect hidden dissatisfaction by identifying customers who are no longer satisfied, who want to leave you. but who do not show up. Thanks to this survey, you give them the floor on their satisfaction with your brand. To be particularly effective, this survey must be done in a barometric optics, that is to say to have a barometer that assesses the evolution over time.
The application Cockpit of the company allows to follow in time the evolution of the satisfaction. The principle is to interrogate a part of their contact base over time, in order to see the impact of their efforts on satisfaction. The goal is not just doing an NPS study once a year and then working on the data, but working in batches throughout the year.
For example, if you have a base of 12,000 customers, you will do a survey of 3,000 customers in the first quarter, 3,000 in the second quarter, 3,000 in the third quarter. The cold satisfaction survey, may be longer and more complete than the hot survey (which usually includes 1 to 2 questions and a comment). Define a global satisfaction questionnaire with your clients, with the answers you expect and how you will do it.
Define the population to be polled and the sending sequence. The last step is spreading a customer culture in the business. Optimizing the customer experience is no longer an option, the Phone System Greetings Script is a necessity for businesses.
You have to give the means to your employees to give the best experience, and that goes through the monitoring of its customer service, by the hot measure satisfaction, the optimization of the customer journey, the cold analysis the feeling of the customers, and finally by the diffusion of a customer culture.
