Post Call Survey Questions
Get feedback in minutes with our free post call survey template
Our Post Call Survey is a simple follow-up questionnaire designed for customer service teams and client-facing professionals. Whether you're a customer support manager or a sales representative, this post-call feedback template helps you gather actionable insights, improve service quality, and understand caller satisfaction. This free, customizable, and easily shareable survey template streamlines feedback collection and integrates seamlessly with related resources like our Post Event Survey and Post-Event Survey. With a professional, user-friendly design, you'll engage respondents effectively and unlock valuable data to refine your approach. Get started today and see how simple it is to elevate your client interactions.
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Unlock the Fun: Top Tips to Amp Up Your Post Call Survey
Ready to turn customer chats into golden feedback? A vibrant Post Call Survey works like a charm when you ask crisp, playful questions like "Which part of our service made you smile today?" This approach not only sparks heartfelt insights but also builds heaps of trust. Dive into our fun survey maker and snag one of our clever survey templates to launch surveys that truly resonate. Backed by the research-savvy tips in the Office of Planning, Research, and Evaluation report and the Virginia Board for People with Disabilities checklist, you're on track for feedback gold.
Keep it snappy to keep respondents smiling - short, spot‑on questions prevent survey fatigue and boost completion rates. Mix in close‑ended star ratings and open‑ended gems like "What surprised you most during our call?" Then test a few versions to see what clicks. You might blend insights from a tailored Post Call Survey with inspiration from a dynamic Post Event Survey approach.
Engagement is the secret sauce - guide folks with clear wording and a smooth question flow so they breeze through your survey. Sprinkle in respectful, inclusive phrasing as recommended by the ACF report and Verint's IVR insights. With these playful pointers in hand, you're all set to create a Post Call Survey that delivers real, actionable magic.
Dodge the Blunders: 5 Epic Mistakes to Skip in Your Post Call Survey
Steer clear of survey slip‑ups by keeping questions clear and concise - long, vague prompts tank your results. Skipping a quick pre‑test can lead to confusing wording like "How can we improve your experience?" with no context. Learn from the pros at GovLoop and the Virginia Board for People with Disabilities to make sure your Post Call Survey shines.
Don't bury key questions in a wall of text - create clear sections and ask priority items up front, such as "What part of our call exceeded your expectations?" or "What's one thing we could tweak next time?" Keep it tight, as Verint suggests in their best practices. You'll see how pairing a sleek Post-Event Survey layout with a focused Post-service Survey style can skyrocket completion rates.
Lastly, always lock in anonymity to earn genuine feedback - when respondents feel safe, they open up. Spot these pitfalls early, and your Post Call Survey will stand out for its clarity and impact. Ready to level up? Let's get surveying!
Post Call Survey Questions
Customer Satisfaction Insights
This section focuses on call center post call survey questions that gauge overall customer satisfaction. These questions help identify strengths in service and areas for improvement. Best practice tip: Analyze trends over time for consistent feedback.
| Question | Purpose |
|---|---|
| How would you rate your overall satisfaction with our service? | Measures general satisfaction post-call. |
| Did our service meet your expectations? | Assesses whether customer expectations were fulfilled. |
| How likely are you to recommend our service to others? | Evaluates customer loyalty and word-of-mouth potential. |
| Was your issue resolved to your satisfaction? | Determines resolution effectiveness. |
| How clear was the communication from our team? | Assesses quality of communication. |
| How courteous was the representative during your call? | Measures the politeness of the service provided. |
| How timely was the response after your call? | Evaluates follow-up efficiency. |
| Did you feel valued as a customer? | Gauges customer appreciation and respect. |
| How welcoming was the call experience? | Assesses the overall call environment. |
| Would you use our service again? | Checks overall satisfaction and repeat business possibility. |
Service Efficiency Analysis
This category uses call center post call survey questions to assess service efficiency. Questions in this section help understand process speed and accuracy. Best practice tip: Collect quantitative data for process optimizations.
| Question | Purpose |
|---|---|
| How would you rate the speed of our service? | Evaluates the efficiency of the call handling process. |
| Was your call routed to the correct department effectively? | Checks the effectiveness of call routing processes. |
| How long did you wait before speaking to a representative? | Measures average wait times. |
| Were you kept informed during any waiting period? | Assesses communication during delays. |
| Was the issue resolved without the need for multiple transfers? | Determines the accuracy of call handling. |
| How would you rate the overall process efficiency? | Summarizes operational performance. |
| Did you experience any unnecessary delays? | Identifies gap areas in service speed. |
| Was the information provided during the call clear and concise? | Ensures clarity in communication processes. |
| How satisfied are you with the follow-up timing? | Measures promptness of post-call support. |
| Would you consider our service efficient compared to competitors? | Provides comparative insights on service speed. |
Agent Performance Review
This section is tailored around call center post call survey questions that focus on agent performance. It highlights how well representatives handle calls and their effectiveness in problem solving. Best practice tip: Use clear metrics to evaluate customer service skills.
| Question | Purpose |
|---|---|
| How professional was the agent during your interaction? | Assesses the communication professionalism of the agent. |
| Was the agent knowledgeable about the product or service? | Checks the expertise and product knowledge of the agent. |
| How effectively did the agent address your concerns? | Measures problem-solving capabilities. |
| Did the agent demonstrate active listening? | Evaluates the quality of customer engagement. |
| How courteous and respectful was the agent? | Examines the agent's demeanor and respectfulness. |
| Was the agent able to resolve your issue on the first call? | Determines first-call resolution efficiency. |
| How clear were the instructions provided by the agent? | Assesses clarity of guidance provided. |
| How confident did the agent sound during the call? | Measures the confidence level and assurance offered. |
| Did the agent follow up appropriately on your inquiry? | Checks for proper follow-up procedures. |
| How likely are you to trust this agent with future calls? | Gives an overall trust assessment based on performance. |
Issue Resolution Effectiveness
This category employs call center post call survey questions that delve into how issues are resolved. It provides insights into problem-solving effectiveness and customer support quality. Best practice tip: Differentiate between technical and service issues for targeted improvements.
| Question | Purpose |
|---|---|
| How quickly was your issue resolved? | Measures the speed of issue resolution. |
| Were you satisfied with the solution provided? | Assesses overall solution satisfaction. |
| How clear was the explanation of the resolution process? | Evaluates clarity in the resolution communication. |
| Did you feel that all your concerns were addressed during the call? | Checks completeness of the service provided. |
| Were you provided with alternative solutions? | Assesses the flexibility and range of possible solutions. |
| How well did the representative understand your problem? | Determines comprehension of the customer issue. |
| Was the follow-up process clear after your issue was addressed? | Evaluates transparency in post-resolution communication. |
| How confident are you in the resolution provided? | Measures customer's trust in the solution's effectiveness. |
| Were additional resources or instructions given for further support? | Checks for supplementary support measures. |
| Would you say your issue was resolved on your first call? | Determines the efficiency of first-call resolution. |
Feedback & Follow-Up Improvement
This final category includes call center post call survey questions aimed at capturing detailed feedback and suggestions for follow-up improvements. These questions help create a better survey by highlighting areas for future enhancements. Best practice tip: Encourage open-ended responses to gather qualitative insights.
| Question | Purpose |
|---|---|
| What did you like best about our service? | Encourages positive feedback and highlights strengths. |
| What could we improve in your experience? | Identifies key areas for service enhancement. |
| Do you have any suggestions for follow-up support? | Gathers ideas for better post-call engagement. |
| How would you rate the clarity of our post-call communication? | Assesses the effectiveness of follow-up instructions. |
| What additional features would you like to see in our service? | Encourages suggestions for new service improvements. |
| Were there any aspects of the follow-up process that were not clear? | Identifies potential misunderstandings in communication. |
| How do you feel about the frequency of our follow-ups? | Measures satisfaction with follow-up regularity. |
| Do you believe our follow-up could be more personalized? | Assesses the level of personalization in the service. |
| Can you share any specific examples of follow-up that impressed you? | Encourages detailed responses for best practices. |
| Would you recommend that we change any follow-up procedures? | Gathers targeted feedback for procedural improvements. |
FAQ
What is a Post Call Survey survey and why is it important?
A Post Call Survey survey is a feedback tool designed to capture a customer's experience shortly after a phone call. It gathers opinions on agent performance, service quality, and resolution effectiveness. The survey helps organizations understand customer satisfaction in real time and drives improvements in call interactions. It is an essential component for identifying areas of strength and aspects that require attention in a service process.
This survey can enable quick adjustments to service protocols and training needs. For instance, including specific questions like rating politeness or clarity can provide actionable insights.
Using both quantitative and qualitative questions enriches the feedback, ensuring a balanced view to further optimize customer interactions.
What are some good examples of Post Call Survey survey questions?
Good examples of Post Call Survey survey questions include queries about the clarity of information provided, the friendliness of the call center representative, and the overall satisfaction with the call experience. Questions may cover rating the ease of problem resolution and the timeliness of follow-up. These questions help measure the effectiveness of the communication and service quality without overwhelming the respondent.
Additional sample questions may ask if the customer would recommend the service or if they had any issues during the call.
These call center post call survey questions offer both rating scales and open-ended responses, enabling a deeper understanding of customer perspectives and enhancing service practices.
How do I create effective Post Call Survey survey questions?
Create effective Post Call Survey survey questions by keeping them clear and concise. Use simple language and avoid technical jargon that may confuse respondents. Focus on areas directly related to the call experience such as agent demeanor, clarity of information, and overall satisfaction. This ensures that customers easily understand each question and provide honest and useful feedback.
It is helpful to include a mix of rating scale and open-ended questions.
Consider testing your questions with a small group before full implementation, ensuring each question captures the essential feedback needed to improve call center performance.
How many questions should a Post Call Survey survey include?
Typically, a Post Call Survey survey should include between three to seven questions. This range keeps the survey short and reduces respondent fatigue while still gathering essential information about the call experience. A limited number of focused questions help in obtaining high-quality feedback and maintaining a higher completion rate among customers.
Using around five questions can offer a balance between detailed feedback and brevity.
Each question should target a specific aspect of the call, such as resolution speed or politeness, to streamline the survey and produce actionable insights without overwhelming the respondent.
When is the best time to conduct a Post Call Survey survey (and how often)?
The ideal time to conduct a Post Call Survey survey is immediately after a call, when the experience is still fresh in the customer's mind. Prompt feedback ensures that responses are accurate and reflect the immediate service experience. It is advisable to run the survey consistently after every call or periodically based on call volume to capture timely insights.
Regularly scheduling these surveys, even on a randomized basis, can prevent survey fatigue.
This practice ensures that data remains current and actionable while allowing the organization to make incremental improvements to service quality over time.
What are common mistakes to avoid in Post Call Survey surveys?
A common mistake in Post Call Survey surveys is asking overly complex or vague questions. Avoid questions that may lead to confusion or multiple interpretations. Another error is including too many questions, which can overwhelm the respondent. These pitfalls can reduce the quality of feedback and lead to lower response rates. Clear, concise, and focused questions help ensure the survey is effective and respondent-friendly.
It is important to avoid leading questions that may bias responses.
Keep the survey simple, unbiased, and to the point so that each question truly captures the customer's sentiment regarding their call experience.
