Does your contact center have a formal process for analyzing customer satisfaction survey results?
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Does your contact center have a formal process for analyzing customer satisfaction survey results?

When is comes to tracking and analyzing customer satisfaction survey results, many contact centers do not have a formal process. In a recent ICMI Quick Poll 45% of those who responded currently have a formal process in place. However, more than half of poll respondents replied that their contact centers did not. 32% said that no formal process for analysis was in place and 23% said that while no formal process was in place, they were working toward creating one.

Related ICMI resources:
Survey Pain Relief. This book covers the sources and risks of "survey malpractice" and how to avoid it, and reveals how to transform customer insights into action by offering concrete examples of how to properly conduct survey research.
Business Talk for the Call Center: Data that Drives Action. This complimentary, on-demand ICMI webinar discusses the critical data to analyze and share with executives, as well as enterprise feedback management.

Recent ICMI articles on satisfaction surveys:
Satisfaction Survey Overload
The Value of Customer Satisfaction Surveys



Topics: Customer Experience, Site Operations, Strategy & Planning, People Management

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QuickPoll

Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
More Polls