It's critical to know what your call center or customers are thinking about your company. Surveys can provide just that. It's insight into what's really going on, so you can make the necessary changes. To get the most accurate results, read below to create your best survey.
1. Make it clear and un-biased
When someone is taking your survey, they should know what you are trying to achieve. Make sure to structure the questions so that they are not biased to what answers you are expecting, but to the true ''voice'' of the respondent.
2. Make it simple
Too many questions is tedious and overwhelming, as the person will begin to rapidly go through the survey just to get it over with, or they may abandon it altogether. Instead of trying to cover all material with one survey, keep it to a couple of questions and according to relevant''events'' that happen. Like asking for feedback about a recent call for example.
3. Simple scoring method
Instead of asking someone to write a paragraph on what they think about something, ask them to rate it on a scale.
4. Make use of the results
There's no point taking the time to get feedback if you're not going to actually use the results. Tell the people what you will/ or have done with their responses. Make the results available to quickly, so that it can be processed and used where it is needed.
5. Make it personalized
Tell the person why their feedback is so important. Tell them what
6. Be honest
Employees will be more likely to answer truthfully if they understand what you are trying to achieve with the survey.
7. Get a large sample size
If you do the above correctly, you will be able to get a reasonable amount of answers to your surveys. Low response rates mean less validation, and less change for your business.
Following these tips will help ensure a successful response and help your business make the necessary changes.
PlayVox includes a Survey application integrated into the platform, letting you create Surveys and then immediately send them out to the people in the community.
Check out the PlayVox Survey video here.