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We all are familiar with political surveys. We also know that surveys are important for market research and consumer trends. Is it surprising, then, to discover that surveys can be a critical tool for businesses to gauge their customer’s needs, satisfaction, and preferences?

Customer satisfaction surveys can go a long way toward obtaining actionable feedback for your business. Effective surveying tools can efficiently identify unhappy customers, which can then be specifically targeted for enhanced service, and point out highly satisfied customers, which can serve to highlight effective marketing, product development, and/or customer service techniques. 

When implementing a survey, it is important that you conduct the questionnaire in the medium your customers prefer most. That could be via telephone, e-mail, text, or web form (though it is definitely beneficial to leverage multiple channels, if possible). This guarantees the greatest number of responses to your survey. Moreover, once responses have been received, it is critical that the they are separated into categories corresponding to their appropriate satisfaction level. Once categorized, dissatisfied customers can be directly targeted by live customer service agents who can then try to win back their business and loyalty.

This process is made substantially easier through the use of predictive dialing technology. Predictive dialers can provide agents with the specific language and customer details needed to gain back business of those customers identified by the survey. Moreover, dialing solutions allow call center managers to run, monitor, and record multiple calling campaigns at once, without needing to stress over which agents are calling what customers and at what time.

Predictive dialers quickly and automatically place outbound calls and connect the answered calls to available agents. They also monitor call center volume and time per call, intelligently adjusting the dial rate to minimize the time your agents spend waiting between conversations. This allows your business to get the most out of its customer surveys in the shortest amount of time and using the least amount of financial resources.

So, if your business is considering fielding a customer satisfaction survey, be sure to have the latest predictive dialer implemented in your call center.