Scientific, yet Affordable Surveys

Use our customer service surveys to keep tabs on Tech Support, Consumer Affairs, and other customer-facing teams. Track your progress so you can strengthen your customer relationships.

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Martha Brooke, CCXP & Six Sigma Black Belt, recommends the best approach to customer service surveys for you.

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Survey fatigue is real. So, your surveys must stand out!

Here’s an example of a customer service survey that’s quick and easy for customers but still captures robust information about unresolved issues. It works well on all devices and keeps clients in the loop with real-time data.

Get a Free Consulting Session ➔

Martha Brooke, CCXP & Six Sigma Black Belt, recommends the best approach to customer service surveys for you.

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Step 1

Discover Your Options

See examples of survey questions, formats, and strategies. Find what’s best for you.

Step 2

Review Your Survey

We customize your survey and embed CRM data. When you love it, we press go.

Step 3

Impress Your Boss

Share insights with your team! You'll have a live data portal and robust analysis.

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Pricing

Tier 1

Add simple Customer Service Surveys to your website and emails. Includes a real-time data portal.

$250/Month

Solutions are customized to your needs.

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Tier 2

All of Tier 1 with customizations and dynamic logic gating.

$350/Month

Solutions are customized to your needs.

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Tier 3

All of Tier 2 plus Text Analysis of your open ends, dashboards, personalized email campaigns and more.

Custom Pricing

Solutions are customized to your needs.

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"It was great to have Interaction Metrics do the kind of deep dive into our call center quality and analytics that is so desperately needed but that we just can’t make the time to do. A great service for a great value."

Leah Wilson, Executive Director, The State Bar of California

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"Interaction Metrics’ thoughtful approach gets to the heart of understanding the changes required to deliver consistently exceptional customer interactions."

Paula Skartland, Customer Experience Manager, Safeco Insurance, a Liberty Mutual Company

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"We continue to be impressed by the quality and clarity of Interaction Metrics' Findings Reports and surveys. They have guided my team on how to stay on the cutting edge of the customer experience."

Dennis Fitzgerald, VP Customer Satisfaction, Yaskawa America Inc.

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"Interaction Metrics has given us detailed insights about the customer experience that we never could have achieved on our own. Their Service Evaluations and Surveys have been eye-opening and transformative!"

Andrew Larsen, Talent & Development Program Manager, Acme Construction Supply Inc.

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"Interaction Metrics has been a great partner on [employee] survey deployment, reporting, and gleaning insights from the data. The recommendations for next steps, provided by Interaction Metrics, were well received and we look forward to incorporating the feedback. Kudos to the Interaction Metrics team for a job well done!"

Stephanie Holloman, Assistant Chief/Human Resources Director, Orange County Fire Authority

Get a Free Consulting Session ➔

Martha Brooke, CCXP & Six Sigma Black Belt, recommends the best approach to customer service surveys for you.

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Derek Sivers Is a Spokesperson for the Value of Customer Service

Derek Sivers has famously said “customer service is the new marketing.” We can’t agree more! Customer service forges relationships, and shows customers what companies truly value. While ads show what companies try to value, service shows what companies actually focus on and care about. 

What Are Customer Service Surveys?

Need feedback from your customers about their experiences with your company’s products or services? You need a customer service survey. These surveys gauge customer service interactions and identify areas for improvement. Their primary goal is to collect actionable insights that can improve your customer service strategy, identify trends, benchmark performance, and increase customer loyalty.

Customer service surveys can include multiple-choice questions, scale questions, binary questions (Yes/No), or open-ended questions. Questions can address a wide range of customer service topics, including the quality of the service received, the staff’s professionalism, and how effectively issues are resolved.

Once you’ve collected enough data from your surveys, analyze it to identify strengths and weaknesses and use it to improve your customer service.

Of course, for a customer service survey to be effective, it must be bias-free and allow respondents to answer anonymously. Questions should be clear and relevant to the customer’s experience. And customer service surveys should be short and to the point. Don’t overwhelm your customers with a barrage of questions, as tempting as it may be.

What Do Customer Service Surveys Cover?

Customer service surveys provide crucial insights into customers’ thoughts and behavior. They are an essential aspect of how you:

Customer service surveys are your most direct line of communication with your customers, giving you a wealth of useful data that will show you how to improve your customer service.

constellation showing customer expectations defined in customer service surveys

Why Do You Need a Customer Service Survey?

Everyone knows it’s always less expensive to retain existing customers than it is to acquire new customers.

Customer service surveys let companies identify and address customers’ concerns proactively, helping them to reduce churn.

Customer service feedback also mitigates risks by allowing companies to identify issues before they escalate.

In addition, understanding customers’ needs gives companies a competitive edge. This is because customers’ expectations are constantly shifting, and successful companies must evolve to meet those expectations. Customer service surveys give direct insights into what customers value now. 

When and How Often to Send Customer Service Surveys

When and how often you send your customer service surveys depends on your company, the customer journey, and the kinds of interactions you’re analyzing. Here are a few guidelines for deciding how often to send your customer service surveys:

For every customer journey and company type, it’s critical to send customer service surveys at the right time to establish meaningful engagement with your customers without overwhelming them.

Augment Your Customer Service Survey with Customer Service Evaluations

customer service dashboard to augment customer service surveys

To get a comprehensive view of your customers’ interactions, integrate Customer Service Evaluations with Customer Service Surveys.

Surveys show how your customers view your services, while evaluations show how you compare to the internal sales and brand goals. Evaluations give you critical and different perspectives on the degree to which you’re building thriving customer relationships.

Also consider implementing a Customer Service Dashboard to track customers’ responses in real time.

An advantage of interactive customer experience dashboards is that you can filter and sort your data in detail without losing the big picture. Visualizing and sharing your real-time data is one of the most actionable things you can do.

Customer service insights should start with a survey but can include a lot more to achieve a complete picture.

Customer Service Surveys Best Practices

Writing effective customer service surveys is both a science and an art, requiring a thoughtful approach to make sure that the insights you gather are actionable. Here are some of our best practices for designing a customer service survey:

These best practices will boost the effectiveness of your customer service surveys, resulting in richer insights and more actionable data.

Get to the Heart of How Your Customers Feel With a Customer Service Survey

Creating an exceptional customer experience starts with collecting feedback at key stages along the customer journey. By designing a customer service survey that captures meaningful, actionable insights, we deliver insights that transform your company and make your customers feel valued.

Want to see how you can boost your customer service survey? Book a free Consulting Session today!