Customer Satisfaction Survey Questions for Call Centers

Whether you’re a big player or a startup owner for any B2B or B2C trade, customer satisfaction lands a top spot as one of businesses’ holy grails. Not only for the telemarketing industry, but usually, it covers any kind of businesses as its first line of defense for customer concerns. More importantly, it is worth noting that understanding the impact of how your call center agents address customer problems may either make or break your brand.

Often used as yardstick to gauge customer loyalty, pin down unsatisfied customers, prevent future issues, and increase revenue, phone surveys are one of the most effective strategies businesses can use to connect to their clients on a more personal level. Keep in mind that for telemarketing companies to obtain valuable feedback, preparing a well-researched phone survey design is as important as asking the right questions.

Ideal telemarketing phone survey questions

Probing for short and sweet answers to questions like ‘How satisfied are you with our services/products?’ may give you answers but analyzing the bigger picture, does it really provide you detailed and substantive conclusions?  Think again.

Here are eight of our recommended telemarketing phone survey questions you can include on your next phone survey design?

1. What do you want to know most about ____________? (Insert your preferred topic here)

2. What are the reasons why you chose our company/products rather than our competitors’?

3. If you were to change or enhance one of our products/services, what would it be?

4. Which are the three features of our product do you find most valuable?

5. On a scale of 0 – 10, how likely are you to do business with us again?

6. How can we improve your experience with the company?

7. What can our telemarketing agents do better in further assisting you?

8. In the future, would you be willing to participate in survey questions like this?

Don’t lose sight on the right telemarketing tools

With the right phone survey questions that align with your goals, knowing the right telemarketing tools that suit your business needs should be set as a priority. Whatever kind of questionnaire you use as your survey method, different call center software tools are highly recommended to achieve your business goals.

The all-in-one, easy-to-use Voicent Call Center Software can provide the telemarketing solutions you need.  Our automated phone surveys provide real-time results, call disposition statistics, detailed call reports, live transfer statistics, survey statuses, and survey campaign results analysis among others. On top of it, it includes multi-level survey designs with automatic handling response and collection.

Our phone survey tools are best used for telephone polling, customer satisfaction phone surveys, market research, lead generation, and data collection. It’s fully customizable for your inbound and outbound survey, IVR, call, SMS, and email survey needs. Click here to know more.