Traditionally Customer Satisfaction Surveys have provided fairly general feedback such as what percentage of Customers perceived Agents working for an organization as unfriendly. This is useful information but it does not provide actionable data on why the Customer perceives Agents as unfriendly. 

BPA Customer Satisfaction Surveys take the process of feedback one stage further providing your organization with the reasons behind the perceptions and actionable data that can be used to stay on the leading edge.

At the start of the BPA research we spoke to customers and agents.  In most circumstances the conversations that we had with customers and staff would often conflict with each other.  Customers would feel processed, neglected and generally unhappy with the service whilst Customer Representatives would feel that they were bending over backwards to help the customer.  

We have correlated the differences between these two views and in conjunction with our customers we have built unique and successful Customer Satisfaction Surveys.

We currently assess the interaction between Staff and Customers and provide detailed analysis on how to improve this communication.  Ultimately this affects the customer's decision to recommend and re-use the Company. 

We can conduct Customer Satisfaction Surveys either using the telephone, mail or on a face-to-face basis.  Our researchers are skilled in the art of obtaining vital information from the customer to help you to achieve your goals.  We create a partnership between you and BPA to establish your knowledge requirement and then produce the necessary Questionnaire to fulfil it.

As well as providing in depth information on telephone performance BPA Customer Satisfaction surveys can provide similar data for Face to Face and Email Interaction.

Read more: Let us monitor your agents with our benchmarking service.