Customer surveys

Customer Survey is a flexible IVR and text based self service module that invites customers to rate their experiences straight after an interaction – with results instantly available to managers. Customer feedback is essential to gain a full understanding of the types of experiences your customers are having while interacting with your organisation.

It not only provides a measure of how well marketing and service processes are working but can also be a great way to let customers know that you value, and will act upon, their suggestions.

The Contact+ Customer Survey module can either keep callers on the line, in which case the agent inevitably knows that a survey is being conducted on their call, or alternatively it can call the customer back without the agent knowing, thereby eliminating any bias in the agent’s behaviour.