While post-call surveys offer tremendous value, it’s important to implement them thoughtfully to ensure they are effective. A poorly designed survey can lead to survey fatigue, lower completion rates, and inaccurate results. Here are some best practices to help you create an effective post-call survey:

1. Keep the Survey Short and Simple

The key to a successful post-call survey is brevity. Customers are typically eager to finish their call, and they may not have the time or patience to answer long or complex questions. Aim to limit the survey to 3 questions, making sure each one is easy to answer and relevant to the customer’s experience.

Focus on the most critical areas: customer satisfaction, agent performance, and the efficiency of the call process. A simple 1-5 rating scale or a yes/no question can be an effective way to quickly gather useful feedback.

2. Use Clear, Direct Language

Survey questions should be clear and straightforward to avoid confusion and ensure that responses are accurate. Avoid jargon, technical terms, or questions that may be interpreted in different ways. For example, instead of asking, “How would you rate the quality of the support you received?”, ask, “Was your issue resolved during the call?” This makes it easier for customers to understand and respond accurately.

3. Ask Actionable Questions

The questions you ask should provide you with actionable insights. It’s important to avoid vague questions that don’t offer much insight. Instead, frame your questions in a way that they can directly influence improvements in service delivery.

For instance, ask questions like:

• "How easy was it to navigate the call menu?"
• "Did the agent resolve your issue on the first call?"
• "How satisfied were you with the speed of the response?"

These types of questions provide specific feedback that can be used to identify areas for improvement.

4. Include an Open-Ended Feedback Option

In addition to structured questions, providing customers with an opportunity to share their thoughts in an open-ended format can yield valuable insights. A simple “Is there anything else you would like to tell us about your experience?” allows customers to elaborate on their feedback and offer suggestions for improvement that you may not have considered.

5. Timing is Everything

Post-call surveys should be conducted immediately after the call to ensure the customer’s experience is fresh in their mind. You can either prompt customers with a short automated survey at the end of the call or send a follow-up survey via SMS or email within a few minutes.

However, it's important not to overwhelm customers with an excessive number of surveys. Keep it targeted and consider the nature of the interaction—some calls may require more detailed follow-up, while others can be addressed with a brief survey.

6. Incentivize Participation

While many customers will be happy to provide feedback, offering a small incentive can increase participation rates. For example, you can offer a discount code or an entry into a prize draw for completing the survey. This not only encourages customers to participate but also shows that you value their time and input.

7. Act on the Feedback

The most important best practice for post-call surveys is to act on the feedback you receive. Collecting feedback is only valuable if you use it to make improvements. Ensure that survey results are reviewed regularly, and any areas of concern are addressed promptly. If customers highlight an issue with wait times or agent knowledge, implement changes to resolve the issue and ensure a better experience for future customers.

Conclusion: Unlocking the Power of Post-Call Surveys

Integrating a post-call survey into your call flow is an effective way to gather valuable feedback, measure customer satisfaction, and identify areas for improvement. By asking the right questions, keeping the survey short, and using the feedback to make data-driven decisions, you can enhance your customer service operations, improve agent performance, and foster greater customer loyalty.

When done well, post-call surveys become more than just a tool for collecting feedback—they become an integral part of your strategy for continuous improvement and customer experience enhancement. So, if you’re not already leveraging post-call surveys, now is the time to get started and start reaping the rewards.

The experts at FluentStream have a deep understanding of Post-Call Survey best practices. This knowledge combined with our friendly and helpful demeanor will result in an optimal experience for organizations looking to deploy tools to better serve their customer base. Contact us today for more information!