Free First Call Resolution Survey

This question directly measures the core metric of first call resolution and indicates whether customers feel fully supported. It helps prioritize training and process changes.

Identifying repeat calls highlights gaps in initial troubleshooting or resolution procedures. Reducing repeat contacts lowers operational costs and improves satisfaction.

Clarity of communication is essential for problem solving and customer confidence. It uncovers opportunities to improve agent scripts or knowledge base content.

Satisfaction scores reveal whether customers felt respected and heard during their first interaction. They help correlate emotional response with resolution effectiveness.

This question checks if agents offer proactive guidance, reducing the likelihood of repeat problems. It supports long-term customer success and loyalty.

Transfers can indicate a breakdown in routing or agent empowerment. Tracking this helps streamline handoffs and improve first call outcomes.

Speed of resolution strongly influences overall satisfaction and perceived efficiency. Faster perceived resolution often aligns with better call handling.

A summary ensures the customer leaves with clear understanding and next steps. It reduces confusion and follow-up inquiries.

Customer confidence gauges perceived completeness of resolution beyond procedural metrics. Low confidence can signal underlying unresolved concerns.

This question evaluates demand for written confirmation, which can reinforce trust and clarity. It guides whether to implement automated follow-up messages.

This question establishes a baseline for first contact success across channels. It highlights whether customers achieve their goals without escalation.

Channel identification helps correlate resolution rates with channels like phone, chat, or email. You can then optimize resources for top-performing channels.

Perception of being heard is key to customer satisfaction and resolution efficiency. Lack of understanding often leads to prolonged interactions.

This closes the feedback loop on solution quality and timeliness. It helps prioritize improvements in agent knowledge or digital resources.

Agent empowerment and training directly impact resolution rates. This question uncovers training gaps or system limitations.

Channel switching can frustrate customers and increase operational costs. Tracking it reveals where to improve integration and handoff procedures.

Efficiency reflects agent skill and process design. It influences customer willingness to return and overall satisfaction.

Clear guidance reduces uncertainty and follow-up calls. It also empowers customers to self-serve when possible.

Advocacy metrics provide a broader view of customer loyalty and experience. It connects resolution performance with net promoter insights.

Expectation alignment ensures your service delivery matches customer needs. It signals whether communication and resolution goals are achieved.

This question measures routing accuracy and the effectiveness of call-tree design. It uncovers misroutes that lead to delays.

User-friendly IVR menus reduce frustration and call abandonment. This feedback guides simplification or reorganization of options.

Expert routing ensures that specialized queries reach the right personnel. It minimizes transfers and speeds resolution.

An intuitive interface lowers caller effort and confusion. It highlights areas where wording or flow needs improvement.

Transfer rates signal routing or agent empowerment issues. Reducing transfers enhances first destination success.

A friendly, concise greeting sets a positive tone for the rest of the interaction. It impacts customer confidence in the service.

Speed of connection to the right resource affects perceived efficiency. Faster connections often lead to faster issue resolution.

Expertise at first contact avoids multiple handoffs and call transfers. It directly supports higher first call resolution rates.

Direct ratings on routing accuracy expose technical or design limitations. It informs system updates or staff training.

This captures the emotional reaction to the automated routing process. It highlights where sentiment and technology intersect.

This question evaluates the agent's ability to establish rapport right away. A positive greeting can shape the rest of the experience.

Customers appreciate efficiency and respect for their time. Measuring this sentiment highlights process improvements.

Professionalism at first contact builds trust and credibility. It sets customer expectations for the rest of the call.

Correctly using a customer's name personalizes the experience. It signals attention to detail and care.

Clarity and warmth in the welcome message reduce anxiety and confusion. It helps customers feel at ease.

Hold experiences can either calm or frustrate callers. Feedback here directs improvements in audio and messaging.

Brand consistency at first contact reinforces customer trust. This highlights gaps between promise and delivery.

Early confidence correlates with smoother resolution and higher satisfaction. Low confidence can signal training needs.

The agent's tone influences emotional comfort and engagement. It can set the stage for a productive dialogue.

This question ties initial perception directly to loyalty intent. It highlights how powerful a positive first moment can be.

Follow-up satisfaction reflects commitment to customer care beyond the phone. It can increase trust and reduce callbacks.

Email summaries reinforce verbal instructions and serve as a reference. They help customers feel supported and informed.

Timely follow-up indicates reliability and respect for commitments. Delays can erode customer confidence.

Useful resources reduce repeat issues and empower self-service. It highlights gaps in knowledge base or documentation.

This question measures the long-term impact of your follow-up materials. It can guide content improvements.

Clarity in closing messages ensures customers know the issue is resolved. It prevents uncertainty and extra support calls.

Access to ongoing help reduces frustration and increases trust. It points to gaps in channel availability or navigation.

Survey participation intent can predict response rates for feedback programs. It guides survey design and timing.

This recommendation metric ties post-call experiences to word-of-mouth growth. It identifies advocates and detractors.

Open feedback drives continuous improvement in follow-up procedures. It captures ideas you may not have considered.