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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 OverloadThe Value of Customer Satisfaction Surveys
ICMI is considered the authority on contact center performance excellence. We offer comprehensive resources for customer management professionals - from frontline agents to executives - who wish to improve customer experiences and increase efficiencies at every level of the contact center.
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