Keeping your finger on the pulse of your clients’ satisfaction can often be easier said than done. This is especially true when you need to please every single person at your client, not just your point of contact or decision maker, as is the case with managed Help Desk services.
AKUITY has included a link to a 5-question survey with every completed ticket for the past several years. We were lucky to get 1 response a day and we complete anywhere from 70 to 100 tickets every day. That’s a pretty low response rate and a very small amount of data to try to extract anything meaningful from.
This past December, we threw out our old survey that you had to click to, fill out, and then submit. We replaced it with simple graphics embedded directly into the notification email.
With a single click, the users we support are able to let us know how they feel about our service. The webpage is displayed letting the user change their answer or add a comment, but even if they do nothing else aside from close the browser, we’ll have captured their feedback.
The results were immediate.Since implementing the system on December 15th, 2016 we have received over 530 responses. Our service team has rallied around the constant stream of feedback (displayed live on the wall of our call center) working together to take the extra little steps that drive positive customer experiences.
While over 94% of the responses we have received are Positive, it’s not all sunshine and rainbows. We have been able to respond to missteps and make problems right with no delay as we know instantly when something has gone awry. Nobody likes hearing negative feedback, but being able to see it and learn from it has made our team better able to prevent future problems and deliver excellent service.
In addition to receiving more frequent and timely feedback from our clients, we have seen a dramatic increase in the number of people willing to take the time to write us a note. To date, over 175 responses have had comments attached and of those, over 70 gave us permission to share those comments.
The moral of the story? Don’t make people jump through hoops to help you do better (and yes, 5 clicks is as tedious as jumping through hoops). Instead, make it as quick, easy, and painlessas possible to learn what you need to know -they are helping you out after all.
And now, a few words from our clients:
Alright, I’ll stop sharing the comments – couldn’t help myself. We have a great team and I want people to know!
Originally posted at https://www.linkedin.com/pulse/collecting-feedback-keep-simple-craig-anderson/