Follow-up Phone Surveys: Effective Customer Service Assessment Tool for Improving Satisfaction

Wednesday, July 2, 2008 General News J E 4
CHAPEL HILL, N.C., July 1 To effectively measure customersatisfaction, follow-up CSR phone surveys garnered the highest rating of 3.93out of 5 among customer service and call center executives in a member-drivenresearch study conducted by Best Practices, LLC's GLOBAL BENCHMARKING COUNCIL.

However, only 35 percent of companies use this assessment tool, withcompanies in the study's health care segment not using follow-up CSR phonesurveys at all. Instead, companies in the health care segment value feedbackforums and email/online surveys.

Download this complimentary research excerpt, "Using Performance Metricsand Voice of the Customer Data to Improve Customer Satisfaction in CallCenters," at to view an example ofresearch the GLOBAL BENCHMARKING COUNCIL can conduct for you on a burningissue at your organization.

Benchmarking studies are one way members of the GLOBAL BENCHMARKINGCOUNCIL use this innovative research, benchmarking and networking service. Thecomprehensive suite of research services not only helps them promote top-linerevenue growth, cost reduction and innovative problem-solving in theorganization, but also supports their personal thought leadership and statusas an information broker.

Want to test-drive the GLOBAL BENCHMARKING COUNCIL? - Visit to sign up for a no cost, no obligationVirtual Tour or experience it yourself at the upcoming conference, Discover the positive impactthis innovative research, benchmarking and networking service can have on yourcareer and company.

Contact us at 919.403.0251 to discuss our line-up of conferences or toexplore research and networking opportunities available to you through theGLOBAL BENCHMARKING COUNCIL service.

Best Practices, LLC's GLOBAL BENCHMARKING COUNCIL is an innovativeresearch, benchmarking and networking service for business executives inpharmaceutical and life sciences, consumer and industrial productsmanufacturing, financial services and other industries to promote top-linerevenue growth, cost reduction and innovative problem-solving.

SOURCE Best Practices, LLC


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