Survey

Survey Paper: Customer Service

Surveys are a way to express the satisfaction of a customers or client. They are way to give an option of how companies, products, and employee’s can be improved or monitored. Surveys are way for a freedom of expression. Customers and clients can let a business know how they think about their interaction with their employees and experience. The proposed survey addresses problems that are encountered when contacting a call center either for utility companies or for a product that was purchased by a customer. The answers to the questions give a company a general idea of how their employees are displaying good customer service. Customer satisfaction is one of the top properties companies pride themselves on. When coming up with questions for a survey, I thought of the most important questions that stand out when I think of a pleasant experience.

My survey questions are appropriate for researching my business problem because they are to the point and are not misleading. The survey is broken down into three parts; response time, experience with customer service representative, and representatives characteristics.

First part of the survey asks questions pertaining to the response time. Customers do not like holding on the line longer than they need. The questions ask the period the customers call was answered and if the customer’s problem was taken care of. These answers will help the company achieve their main goal in satisfying the customers in a timely matter.

Second set of questions pertain to the experience with the customer service representative. Customers should hear a smile in a customer service representative’s voice; this helps the customer have a smooth and calm experience on the phone.

Last is the third set of questions that ask about the representatives characteristics. Even though a customer does not see, the person they are speaking with, they can tell how a person is by speaking with the representative...