What are Customer Surveys?
Customer surveys are tools organizations use to collect feedback from their customers about any number of topics. Customer surveys can take several forms, including paper-based documents that are mailed customers, digital surveys that appear after website transactions, and surveys facilitated by outbound phone agents. Contact centers often use customer survey applications to acquire input following customer service interactions.
The best customer survey tools allow end-users to configure surveys so that they measure exactly what organizations want to measure. Below are some common types of customer surveys:
- Customer satisfaction. One of the most common customer survey types, customer satisfaction (CSAT) surveys measure how customers feel about a company's products, services, customer support, and more. Customers are asked to rate their satisfaction on a scale (for example, a 5-point scale, where 5 is extremely satisfied) and there may also be fields where they can enter additional feedback.
- Net Promoter. Net Promoter surveys ask one question: "How likely is it that you will recommend [company] to friends or family?" The customer selects a response from a 10-point scale and all the ratings are compiled and ultimately lead to a Net Promoter Score (NPS) for the company. NPS is considered to be a top indicator of customer loyalty.
- Customer effort. Customer effort surveys measure how much work customers have to perform when doing business with an organization. In other words, it measures if a company is easy or hard to do business with. This is a particularly appropriate customer survey for contact centers to administer because it indicates how much effort customers have to invest to get their issues resolved.
How NICE can help with your customer survey needs
NICE CXone is the market leading contact center software in use by thousands of customers of all sizes around the world. CXone is a cloud native, unified suite of applications designed to help a company holistically run its contact (or call) center operations. CXone includes:
Analytics – turns insights into results by making data relevant, easy to consume and actionable. These solutions include interaction analytics, customer surveys, reporting and performance management.
Omnichannel Routing – routing and interaction management. These solutions include an automatic call distributor (ACD), interactive voice response (IVR), interaction channel support and proactive outbound dialer.
Workforce Optimization – unlocks the potential of your team. These solutions include workforce management (WFM), quality management (QM), recording and performance management (PM).
Automation & Artificial Intelligence (AI) – leading-edge, intuitive technology that eliminates mundane tasks and speeds resolutions of customer issues for better business outcomes. It provides self-service, agent-assisted and fully automated alerts and actions.
Open Cloud Foundation – enables rapid innovation with an extensible enterprise-grade platform that scales securely, deploys quickly and serves customers of all sizes globally. We guarantee an industry-best 99.99% availability and offer easy customization through RESTful APIs and DEVone developer program.