Customer Service Feedback

How are you measuring your customer service operation?  Using inward-facing metrics such as average handle time and first call resolution?  While these metrics are useful reads on operational efficiency, they don’t tell you whether you’re satisfying your customers, and worse still, can mislead you into believing you are.  It’s no good resolving a customer issue on the first call if more and more issues keep cropping up for that customer.

Fizzback Customer Service Feedback asks for the customer’s top-of-mind thoughts immediately after the service interaction is over.  As well as learning how your agents and customer-facing systems are doing, it’s a good opportunity for a customer to get anything off their chest, building up a more complete picture of their overall satisfaction level.  In industries that experience high levels of customer churn / attrition, this information is vital.