It’s necessary for every company to evaluate the level of customer Experience they’re providing. Since a number of your staff are interacting with your clients, including the customer care representatives, it is often tall order to keep track of how they are treating customers. This is important especially in big organizations which have several departments. Below are some tips you can use to measure customer experience.
Formal surveys
Official surveys are a common method used by companies out there and are also taken to be effective. Official surveys solicit customers to give their views about your company. Conducting different type of surveys on your customer experience is possible. These methods include email surveys, survey agents, interactive voice response, or calls from your customer care representatives. Many companies, for example, the service business industry, make use of this method to reach out to their customers. Since it’s fairly inexpensive, this process is regularly used and provides information that the service provider requires.
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Most people don’t fill out survey forms or talk to call centre representatives to discuss what they thought of their services. They only agree to fill out the forms if they have an important matter they need to share.
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Social media platforms
Another way of measuring Customer experience is by way of networking or various social media platforms available nowadays. You can create an impact on clients, via other social networking sites and blogs. You’ll be amazed at the kind of feedback you receive for every post. Customers that are satisfied will largely comment and “like” your posts, while the rest displeased with your customer service will put it out there if your product was not up to standard. Public participation helps you to develop the brand name in more than one way. Another advantage is that you can tackle consumer complaints this way.
This method is much more efficient than conducting surveys because the customer gets to interact with your business head on. It is more or less like your call centre representatives engaging with your clients directly but on an online platform. It is also challenging at times differentiating between a genuine customer and one who is not with this method.
Observing customer interactions
Knowing how your customers feel is a method of measuring customer experience. You should evaluate what people do. This is inclusive of keeping records of every communication a customer has with your call centre agents. You will get to know and understand precisely where your staff needs to improve on concerning customer experience after assessing the details received from those calls. This gives a chance to get to know your customers better. These strategies of measuring customer experience should be incorporated to firms that are forward thinking.