Free Contact Center Survey

This question gauges the agent's subject matter expertise to ensure customers receive accurate information. Identifying knowledge gaps supports the development of focused training plans.

Assessing professionalism reveals the adequacy of agent conduct and tone. Consistent standards here reflect positively on your brand reputation.

Understanding adherence to scripts and guidelines helps maintain compliance and quality assurance. It highlights areas where agents may need process reminders.

This question measures time management and problem-solving speed. Efficient handling often correlates with higher customer satisfaction.

Clarity in communication reduces misunderstanding and follow-up contacts. It's key to ensuring first-contact resolution.

Empathy fosters trust and rapport, making customers feel heard. This insight guides soft”skills training initiatives.

Confidence indicates that the agent is well-trained and empowered. It reassures customers and reduces repeat contacts.

Consistency checks whether quality is maintained over time. It helps identify agents who might need additional support.

Effective management of holds and transfers minimizes customer frustration. It highlights process bottlenecks.

This forward-looking question captures overall confidence in the agent. It can signal long-term customer loyalty potential.

This question directly measures customer happiness with the resolution provided. High scores here typically reflect successful support processes.

Assessing response speed helps identify bottlenecks in call handling. Fast service is often a key driver of satisfaction.

Clarity ensures customers understand resolutions and next steps. It reduces repeat inquiries and frustration.

Politeness and respect build positive customer experiences. This metric can highlight training needs in soft skills.

Comparing expectations vs. experience uncovers perception gaps. It helps refine service promises and delivery.

Effective follow-up demonstrates accountability and care. It contributes to overall trust and satisfaction.

This Net Promoter® style question predicts word-of-mouth and loyalty. It's a strong indicator of long-term success.

Perceived value ties service benefits to customer investment. It can guide resource allocation decisions.

Seamlessness captures process integration across channels. This helps identify friction points in journeys.

Repeat usage intent reveals trust in service consistency. It's essential for customer retention strategies.

Clarity in instructions reduces errors during self-service. It ensures customers can follow steps without confusion.

Measuring confidence indicates whether support was actionable. It helps refine guidance and documentation.

Resolution speed impacts downtime and user frustration. Faster fixes improve overall satisfaction.

Accurate diagnosis is critical for permanent fixes. It prevents recurring problems and follow-up contacts.

Useful resources empower customers to self-assist in the future. It also reduces support load over time.

Proper escalation ensures complex issues get expert attention. It demonstrates a commitment to correct resolution.

Depth of knowledge ensures complex issues are handled smoothly. It highlights areas where specialized training may be needed.

Verification prevents repeat contacts and ensures customer confidence. It's a key component of quality assurance.

Follow-up shows ongoing commitment to problem resolution. It reinforces positive customer relationships.

Future reliance indicates trust and satisfaction with the technical service provided. It helps forecast support volumes and resource planning.

Reliability measures whether support meets expectations consistently. It helps pinpoint process weaknesses.

Consistency across phone, chat, and email ensures a unified experience. It highlights any channel-specific gaps.

Timeliness evaluates response and resolution speed. It directly influences customer satisfaction.

Personalization indicates whether agents tailor interactions to individual needs. It drives customer loyalty.

Expectation alignment reveals if processes are customer-centric. It helps refine workflows for better outcomes.

Ownership ensures that responsibility for resolution is clear. It reduces customer frustration with ambiguous handoffs.

Accessibility measures channel availability and ease of access. It identifies barriers that prevent timely assistance.

Professional delivery reflects brand standards and training effectiveness. It supports trust in your organization.

Smooth escalation ensures escalated issues don't derail customer experience. It highlights opportunities to refine handoff procedures.

This question ties all service quality aspects to future behavior. It helps forecast retention and repeat usage.

Clarity prevents misunderstandings and reduces follow-up calls. It directly impacts resolution efficiency.

Active listening fosters trust and ensures issues are fully captured. It's a key component of quality interactions.

Tone sets the mood of the interaction and influences customer emotions. Respectful delivery promotes positive sentiment.

Prompt responses show attentiveness and efficiency. It minimizes frustration during the call.

Limiting jargon ensures information is accessible to all customers. It enhances comprehension and satisfaction.

Adapting style demonstrates flexibility and customer-centric service. It makes interactions feel more personalized.

Confidence conveys expertise and reassurance. It reduces customer uncertainty about solutions.

Seamless topic transitions maintain call flow and clarity. It prevents confusion and redundant explanations.

Proactive updates keep customers informed and engaged. It demonstrates a commitment to transparency.

This question measures overall communication effectiveness and future preference. It informs channel strategy and scripting.