CUSTOMER SATISFACTION ASSESSMENT

Let BenchmarkPortal assess your current post-transaction satisfaction survey(s), methodology, and suggesting improvement to better align the survey(s) with your customer facing departments, including recruiting, training, performance compensation, product marketing, and more.

The goals of our Customer Satisfaction Survey methodology, are:

1. to include the customer in the call evaluation process, thereby ensuring changes in agent behavior that are in-line with the customer's needs,
2. to ensure that the Client becomes more customer-driven by getting customer feedback regarding pricing, policy, and procedures,
3. to ensure that the voice of the callers, hereinafter, the "VOC," is being heard,
4. to route unhappy callers immediately to a customer service recovery team,
5. and finally, to keep top management current on the performance of the Client's customer service call center, and overall,
6. to align customer's expectations, established by marketing, with the behavior of agents working in the customer facing departments, including customer service, product management, and product design.

The goals of our Customer Satisfaction Survey design initiative are:

1. to design a CS-Survey methodology that perfectly fits the Client's needs, including:
   1. survey questions
   2. survey length
   3. survey frequency
   4. survey sample size
   5. survey reports
   6. survey statistics
   7. and finally, survey interpretation
2. to conduct a pilot post-call survey that will be fielded immediately after the call by transferring the caller to a BMP live-agent survey center to:
   1. better understand the "as is" call handling satisfaction of the Client's callers
   2. experiment with the concept of "immediate" post-call surveys versus delayed post-call surveys
   3. establish a "baseline" of caller satisfaction,
   4. and, explore survey fielding alternatives so that the best can be proposed by BMP.