The success of any service organization depends on continuous improvement, and the key to improvement is found through listening to the voice of the customer via direct surveys. There are numerous methods available to collect customer feedback, which include e-mail, SMS text, IVR, live phone, web-site surveys, live chat surveys, and more… Each organization must experiment with these methods and develop its own tailored way of best capturing the customer’s voice.
The following are some key Best Practices that will help you optimize the customer feedback survey process of your organization:
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