Q: Does LERN have any examples of customer surveys you could share from other Public School members?
A: The examples we have relate primarily to programming and course evaluations, but for a customer service survey, the best types of questions to include survey would be
1) Was it easy and convenient to contact us for customer service?
2) Was our staff knowledgeable? Courteous? Helpful/Responsive? (these are things you can ask separately using a Likert scale with rating responses 1-5 Great-Poor, for example)
3) If your question or request required follow-up, did someone from our staff get back to you quickly?
4) Would you recommend our program to someone else based on the customer service you received?
If you want feedback on things like parking convenience, building and room cleanliness and comfort, lighting, etc. it would be best to survey separately for those things that relate to the classroom or on-site experience. For customer service you need to consider the levels that you offer - front line staff, registration experience, physical/environmental factors, and instructor evaluation. It is best to separate these so that your customers do not have to fill out lengthy forms and devote a lot of time - you are much less likely to get good response to a survey that is too long. Consider surveying a portion of customers for one topic (front line), and another portion for a second (registration), etc. so that you can be assured of good response.
It is always a good idea to ask two open-ended questions –
What did you like best about your experience with our customer service staff?
What needs to be improved about our customer service?
If there are any points that show up repeatedly in these responses, those will tell you a strong story.
Here are the key things to keep in mind when you develop your survey:
1. Keep the survey short - one page maximum and ideally even a half-page.
2. Ask only questions that you can act upon. Don't ask questions whose answers give you information about which you can do nothing. For example, asking whether the customer service staff was easily available to answer questions at your customers’ convenience is something you should ask only if you have 24/7 options like email, Live Chat, etc.
3. Be specific. Ask questions that will give you information you can use to make adjustments or changes, for example, "What is the most convenient way for you to register for a class?" "Have you ever called our customer service 800 # , and if so for what reason?" And then ask, "On a scale of 1 to 5, how would you rate how your questions or concerns were handled?" etc.
4. Use yes/no questions, Likert scale, or other options (multiple choice) for most of the answers, rather than asking a lot of open-ended questions (the two mentioned above are best).
5. Give respondents the opportunity to make suggestions for ways to improve your customer service, but limit this to one question.
If you would like to send us a sample of your proposed survey questions and your goal for the survey, we would be happy to provide additional feedback.
Questions
Customer Surveys
Jun 11, 2018 10:51:33 PM
by
Jordan Kivley
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