System Guides

Customer satisfaction surveys are valuable tools used by businesses to measure and assess the level of satisfaction and loyalty among their customers. These surveys provide insights into customers' perceptions, experiences, and expectations, helping organizations understand how well they are meeting customer needs and identify areas for improvement. The customer satisfaction survey aims to gather feedback and assess customer perception of the services provided. The ratings and comments provided by the customers help the organization identify areas of improvement and make necessary adjustments to enhance customer satisfaction.

1. Satisfaction Survey No.: Assign a unique identifier or code to the customer satisfaction survey for tracking and reference purposes. For example, "Demo-CS-Q-11062023612".
2. Date created: Specify the date when the customer satisfaction survey was created or initiated. This helps in tracking the timeline of the survey.
3. Ratings: Provide a scale of ratings for each question in the survey. The options can be "Outstanding (5)", "Excellent (4)", "Satisfactory (3)", "Improvement Needed (2)", and "Unsatisfactory (1)". Customers can select the appropriate rating for each question.• Responsiveness: Evaluates the timeliness and efficiency of the organization's response to customer requests or inquiries.• Problem Resolution: Measures the organization's ability to effectively resolve customer issues or complaints.• Professionalism: Assesses the professionalism and competence of the organization's staff in delivering services.

4. • Reliability: Evaluates the consistency and dependability of the services provided by the organization.

5. • Communication: Assesses the clarity, effectiveness, and frequency of communication between the organization and its customers.

6. • Product/ Service Quality: Assesses the quality and effectiveness of the services delivered.

7. Would you recommend us to a friend?: Customers provide their response to whether they would recommend the organization's services to a friend. The options can be "Yes" or "No".

8. Final Rating: Calculate an overall rating or score based on the responses provided by the customer for questions 1 to 6. This field is typically automatically calculated based on the selected ratings.

9. Comment: Customers can provide additional comments or feedback regarding their experience with the organization's services.

SENDING A SURVEY EMAIL REQUEST

1. Under Evaluation menu, on cuotmer Satisfaction, click on Survey and copy the survey-link in the browser.
2. Also access the admin panel and copy the customer-ID under customers list.

SAMPLE EMAIL REQUEST FOR FEEDBACK - CUSTOMER SATISFACTION SURVEY

Dear [Customer's Name],

We hope this email finds you well. At [Company Name], we value your feedback and strive to continuously improve our services to meet your expectations. As a valued customer, we kindly request your participation in our Customer Satisfaction Survey.

Your opinion matters to us, and by sharing your feedback, you will help us understand your perception of the services you have received from us. Your responses will remain confidential and will be used solely for the purpose of improving our services.

To complete the survey, please click on the following link: [Survey Link]

In order to ensure accurate feedback, please enter the Customer System ID provided below when prompted on the survey page: Customer System ID: [Unique ID]

The survey consists of a few questions covering various aspects of our services. It should take no more than [estimated time] to complete. We appreciate your time and effort in providing us with your valuable insights.

Your feedback will enable us to better understand your needs and expectations, helping us to enhance our services and ensure your satisfaction. Should you encounter any issues or have any questions regarding the survey, please feel free to reach out to our customer support team.

Thank you for your continued support and for choosing [Company Name]. We value your partnership and look forward to serving you better based on your feedback.

Best regards,

[Your Name] [Your Position] [Company Name] [Contact Information]

SURVEY FEEDBACK ANALYSIS  

1. The Quality Representative will receive a dashboard notification upon the customer's submission of feedback. They will carefully analyze the assessment for improvement plans and identify areas that require attention based on the specific Key Performance Indicators (KPIs) mentioned in the analysis. The KPIs include the quality of communication, professionalism (conduct, behavior, attitude), time management, technical knowledge/product expertise, quality of support and response to queries, and any other relevant areas.
2. The scores provided by the customer for each KPI will be taken into consideration during the analysis. The overall rating and the recommendation to recommend or not will also be considered.
3. State the survey period by selecting

• Start Date: [Start Date]: For Example, 01.01.2020
• End Date: [End Date]: For Example, 31.12.2020

1. Select from the multi-selection the KPis for improvement

2. Based on the analysis, an improvement plan will be developed, focusing on the areas identified as needing improvement. The plan may involve actions such as improving communication practices, providing additional training, enhancing professionalism, addressing time management issues, improving technical knowledge/product expertise, enhancing the quality of support and response to queries, and any other specific areas mentioned.

3. Additional Details: allows for providing any further details of the improvement plan.

4. The assigned Quality Representative will take ownership of the improvement plan and ensure that the necessary steps are taken to implement the identified actions.

5. Timeline: for the plan will be determined based on the urgency and complexity of the improvements required.

6. The improvement plan will be assigned to a specific Quality Representative responsible for its implementation.

7. The "Assigned to" field specifies the name of the Quality Representative who will be responsible for overseeing the plan.

8. The "When" field indicates the date on which the improvement plan was assigned to the Quality Representative.

9. The assigned Quality Representative will actively monitor the progress of the improvement plan, making any necessary adjustments to ensure its successful implementation. Regular updates will be provided to the customer to keep them informed about the progress made in addressing the identified areas for improvement.