Customer Service Quiz

Customer Communication Is Critical - Gain Quality Customer Insight!

A customer service quiz is truly a best practice tool for gaining quality insight from your customers.

Smart business leaders understand that they simply cannot afford to make any assumptions when it comes to the customer experience.

To ensure customers are being properly taken care of, business leaders need to inspect and verify what their customers are experiencing.

To assist in the process, we've provided a short, yet effective - eight question customer service quiz.

Before you begin to ask your customers to complete a service quiz, first ask every employee to complete the quiz based on how they believe customers will respond. Once the actual customer data is finalized, the results might surprise many of your employees.

In order to encourage customers to take adequate time to provide thoughtful responses to the customer service quiz, be prepared to offer each participant a small incentive.

Some organizations will actually pay between $1-10.00 per quiz to ensure quality data and a higher return rate. At minimum, plan on surveying 100-500 customers to ensure a broad representation of your client base.

The following eight questions provide a solid example of a quality customer service quiz:

(Rate us between 1-5 in each of the following areas: 5 being the highest, most positive score possible

Are we respectful of your time?
Customer Survey Rating = _____
Comments:

Do you feel valued and cared for by our people?
Customer Survey Rating = _____
Comments:

Does you business benefit from doing business with our company?
Customer Survey Rating = _____
Comments:

Did we effectively meet your needs today? How?
Customer Survey Rating = _____
Comments:

Do you consider our service delivery to be exemplary? Why or why not?
Customer Survey Rating = _____
Comments:

How would you rate the appeal and cleanliness of our work environment?
Customer Survey Rating = _____
Comments:

Please rate the attitude of our employees. Explain.
Customer Survey Rating = _____
Comments:

Based on the above feedback, would you recommend our business to your friends and family?
Customer Survey Rating = _____
Comments:

As you consider the outcome of your customer service quiz, do so with an open mind. Remember, every negative comment is a gift from your customer that is worth considering. Odds are that one customer's feedback may be indicative of what other customers are thinking.

Commit to acting upon the knowledge you've gained through this process, and watch your customer's delight the next time they enter your workplace.

Customer Service Tools & Resources

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