I always want to make sure that my customers are happy and would naturally do my best to assist them in their needs, however, I have always wondered why the need for a customer satisfaction survey after every job that I have done. Is it to find out if the customer is happy with my service or to get another figure in my report card to prove that I have completed a job?
What really is customer satisfaction survey and what should be the real purpose? And what if my users do not want to answer those survey and what does this mean?
I have been pondering these questions for a while now and my current interpretation of customer satisfaction surveys are these:
1. A mean to keep me on my toes?
When a job has been assigned to me it is natural to assume that I am the right person to work on the job and to help users resolve the problem that he is facing. However, what if I do not have the necessary knowledge to do it and because of that I take longer than expected to complete the task or I make the situation worse? And to make the situation worst, I am the only person around at the moment that can be deployed to look at the problem.
What would a customer satisfaction survey result implies in this situation? That I am incompetent? I am slow and not responsive? That I lack the initiative to seek advice from other colleagues who may know how to resolve the problem?
All these will sound stressful when you want to think of such situation in such a negative manner. On a brighter side, in such situation I would take it as a learning opportunity, so what if I take longer than expected to resolve this problem the first time, I will be able to do it better the next time I encounter the same problem. I think in general most users are not unreasonable and they would understand if we explained to them that you are new to the problem and may take a tad longer to resolve their problem. When encountering a problem most would find comfort when they know that someone is looking into their problem and that they are not neglected.
2. To find out how I performed in that task?
It is good to find out how my users think of my service after each job is being completed. However, would I get to know what they think of my service? It would definitely be great for my morale if I know what my users think of me, especially if I know that they are happy with my service.
So if the survey is done electronically and available to be online, I would definitely like to know how I performed in the eyes of my users at least once a month and maybe see their feedback, if any.
Now, knowing how my users think of me is good but if I have a raving review from my users, would my boss care? I would definitely more encouragement if my boss would show me some form of appreciation too.
(Acknowledgment: Picture modified from www.careerkidztv.com)
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