Customer & Agent Satisfaction Assessments

Measure Satisfaction. Identify Gaps. Improve Contact Center Performance.

Understand what your customers and contact center agents really think with BenchmarkPortal’s Customer & Agent Satisfaction Assessments.

Our research-backed contact center satisfaction surveys help organizations measure customer experience, understand agent engagement, identify performance gaps, and uncover opportunities to improve service, retention, and operational performance.

Customer Satisfaction Assessments

Get a clearer picture of the customer experience your contact center delivers.

BenchmarkPortal’s Customer Satisfaction Assessment captures the voice of the customer and turns feedback into actionable insights your team can use to improve service.

Use customer feedback to:

  • Measure overall customer satisfaction

  • Establish a baseline for future improvement

  • Identify customer service strengths and weaknesses

  • Understand how agent interactions affect satisfaction

  • Identify dissatisfied customers and service recovery opportunities

  • Align coaching and training with customer expectations

  • Track customer experience improvements over time

Our experts help determine the right survey questions, frequency, sample size, reporting, and analysis for your contact center.

Agent Satisfaction Assessments

Understand What Drives Agent Engagement and Retention

Your agents have a direct impact on customer experience.

BenchmarkPortal’s Agent Satisfaction Assessment helps contact center leaders understand what employees think about their work environment, technology, training, supervisors, processes, and overall employee experience.

Use agent feedback to:

  • Measure agent satisfaction and engagement

  • Identify factors affecting morale and retention

  • Discover causes of agent frustration and turnover

  • Uncover technology and process gaps

  • Improve recruiting, onboarding and training

  • Strengthen supervisor and agent relationships

  • Identify opportunities to improve productivity

  • Understand the relationship between agent and customer satisfaction

The result is actionable feedback that helps leaders make better decisions about their people, processes, training, and technology.

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