How do BPO firms create perfect customer satisfaction surveys?

How do BPO firms create perfect customer satisfaction surveys?
Photo: andibreit, Pixabay

At the present time, the growth of every business revolves around the happiness of customers. This is very true because if customers are happy with the quality of support services and products, they are more likely to hold positive associations with the brand for a long time. This will surely uplift the longevity of the business.

Furthermore, it is important to measure customer satisfaction because happy customers are more likely to come back to the brand and buy the desired products. Conversely, an unhappy customer will not only leave the brand but also share their poor experience with friends, colleagues, etc. Needless to say, negative WOM makes the customer acquisition process more difficult.

That’s the main reason why many contemporary firms are looking at business process outsourcing (BPO) organisations so that their customer satisfaction score doesn’t drop. In order to keep the CSAT score high or stable at least, businesses must try to learn about what customers appreciate during support interactions and what they don’t. From this, the best customer satisfaction surveys can be created.

BPO firms always create surveys in such a way that ensures a response from the most consumers. Owing to this, it gets easier to optimise the quality of customer service and reduce customer churn by using surveys. Today, we are going to discuss how established BPO companies create perfect customer satisfaction surveys. So, let’s get started:

1.    Personalisation

Specialised service providers like call centres, and BPO firms always make sure that customers give a response to received surveys. For the same reason, customer satisfaction surveys get personalised during the creation process.

This factor is very important because people usually skim through a pile of messages in order to identify what is significant and what isn’t. Here, the importance of personalised messages snowballs as they can easily grab the attention of the recipients.

So, how do reputable BPO firms personalise their created surveys? Well, they address customers by name and add only those questions related to the last purchase. Due to this good practice, they not only improve response rates but also lift customer engagement.

So, if you are operating the customer service department and willing to deliver on expectations during support interactions, start sending reliable surveys as BPO firms do.

2.    Zero open-ended questions

Another move that every reputed business process outsourcing company makes is keeping the percentage of open-ended questions as low as possible. Because of this, BPO firms never come across the issue of poor survey results.

Wondering why open-ended questions don’t get included in the surveys as they can help to reveal clear customers’ expectations? Well, open-ended questions can shed light on the real expectations of customers, but filling surveys with such questions could bring adverse results.

This is because whenever customers are about to respond to received surveys, they expect multiple choice or close-ended questions. However, when customers see a lot of open-ended questions, they are unlikely to respond as they perceive answering such questions as a time-killing activity. Hence, it ends up with poor sales results.

On the flip side, yes-no questions reduce customer effort and save a significant amount of time. Therefore, they perform well with responders.

Thus, open-ended questions should be avoided if there’s a wish to create customer satisfaction surveys.

3.    Reduction in survey length

Most of the time, businesses that run an in-house call centre face the hassle of poor survey results. The most cited reason behind this is that silly mistake they commit every so often; ‘Adding too many questions in surveys.’ Because of this blunder, the problem of poor survey results is likely to take place.

For better understanding, whenever customers see a lot of questions in the received survey, they are more likely to abandon it midway. In addition, asking too many questions at once could put customers at unease, which, in turn, not only leads to poor survey results but also affects brand recognition in a very bad manner.

That’s why recognised BPO companies try to weed out all superfluous questions while creating customer satisfaction surveys. Additionally, they send short surveys periodically as this helps to get to know about hidden support service errors and improve customer engagement.

Wrapping up

Nowadays, companies can keep customers’ loyalty as long as quality solutions are offered during support interactions. To deliver on customer expectations, it is significant to know what customers actually want you to improve.

In this post, we have discussed the ways that BPO firms can create perfect customer satisfaction surveys. We hope that you have understood all the aforementioned pointers and have a stronger knowledge of BPO customer satisfaction surveys!