Customer Service

Question 1

Describe what a written survey is

Answer 1

A written survey is a pre printed form or questionnaire with a series of questions.

Can be posted out to the customer with a reply - paid envelope or can be issued immediately.

Gives the customer an opportunity to comment and feel valued.

Usually completed in isolation - no influence.

Permanent record created and results can be analysed.

Question 2

State the cons of a written survey

Answer 2

1. Number of responses may be low
2. Costly in terms of time
3. Wording of questions is crucial
4. Online survey often more effective

Question 3

Describe what an online survey is

Answer 3

An online survey is a questionnaire containing a series of questions which is completed online.

User friendly forms can mean they are quick and simple to complete.

Customers can complete at their leisure.

No need for postal/time costs.

Volume of responses usually high.

Question 4

State the cons of an online survey

Answer 4

1. People do not always take the time to read them properly.

2. Accurate informations may not be provided.

Question 5

Describe what a telephone survey is

Answer 5

Telephoning the customer and asking a series of pre-set questions - more popular in call centres.

Useful public relations exercise - all those contacted will feel valued.

Cheap when compared with other methods - may be outsourced to specialists.

Responses can be entered directly into software.

Can explain questions.

Question 6

State the cons of a telephone survey

Answer 6

1. Customers feel annoyed at being contacted at home or work.
2. May also think there is a hidden agenda.
3. Third party may not have the specialist knowledge.

Question 7

Describe what a customer focus group is

Answer 7

A customer focus group is a face to face meeting of a representative sample of customers.

Purpose - to provide instant feedback information on products or services.

Those invited will feel valued and more considered responses may be given.

Questions & comments - clarification can be given.

May be run by agencies - customers are more honest.

Question 8

State the cons of a customer focus group

Answer 8

1. Can be expensive to run - travel and accommodation expenses.
2. Interaction of the individuals in the group may lead to some customers influencing others.
3. If only a few focus groups are ran then this is not a national perspective.

Question 9

Describe what a suggestion scheme is

Answer 9

Used to encourage customers and employees to suggest new ideas. Good for internal use and can work well for regular customers.

Question 10

Describe what a comment card is

Answer 10

Comment cards are small slips of paper left in a communal area of a business.

Customers can then voluntarily leave their reviews and feedback for the organisation to read and take action on.

There is usually a small box/ post box for customers to put their cards into.

These are usually anonymous.