I click on the link that brings me to the survey and when the system finally brings me there, I was appalled at the way the survey was structured and the language used in the form.

It was too impersonal and anyone who open that suvey form would be less then enthusiatic to complete the questions.  Not that there are too many questions to answer, on the contrary there are too little – 3 to be exact and the impression that I get from the questions were that ‘Just tell me that I did well for the service’.  Oh, this is so unprofessional!

First of all, to take this issue 1 step back, the task completion email is so impersonal – it’s like telling me that – ‘Hey, I have completed your request (relundantly) and now you have to answer a survey for me!’  Whoever created and approved such email structure and survey questions ought to be sent for service training again!

Who would want to answer any survey that is so badly structured and unfriendly! And they would complain that no one want to complete their customer satisfaction surveys that we sent out after the completion of each service ticket and is affecting their service satisfaction KPI!  Did they ever take one step back and examine what they did to the survey emails and questions!

Oh, in case you are wondering, I was talking about what happened in my department.  We have a section in the department that answers to our internal customers problems and to guage the performance level of the service guys we have designed a survey system to get feedback from our customers.

Servicing internal customers is just as important, if not more, then servicing external customers but many a times the resources required to serve the internal customers are so stretched that many are left unhappy for having to too long to have their problem or request answered. This is not an uncommon sight in many companies.  How to manage this and yet keep the customers are not what I want to talk about here.

What I am trying to say here is that if we want to do a satisfaction survey after every service ticket has been closed, then we must know what is the real intent of such a survey and keep the survey short – technically it should not take one more than 1 min to complete. And the questions should revolve around checking the professionalism, the behaviour and knowledge of this person, and the overall experience of the customer.

On top of that, the wordings used in the email, the acknowledgement note and the survey questions should be personal and friendly, and address the person by his first name if possible.  All these are the less that one should do in designing a survey form so as to entice the customer to response.

One final word, the layout must also be ease to read and neat – give enough spacing between paragraph and demarcate the questions clearly.

Well, did I answer to that satisfaction survey for the ticket that I rose? Yes, I did but most relundantly and not without voicing my experience here

Beyond Service – Customer Satisfaction Survey is a post from: IANPEDIA

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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)

Beyond Service – Why Survey is a post from: IANPEDIA

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