Editor’s note: A version of this article appeared on Shep Hyken’s blog and is adapted here with permission.
“Please stay on the line to answer a short, one-question survey at the end of this call.”
That’s what I heard just before the agent picked up the phone to help me. Just a one-question survey? Sounds short enough. Sure, I’ll give them an extra minute of my time. So after the call, I stayed on the line. What came right after the call was the promised simple question. It may be one of the best feedback questions I’ve ever heard. I put it right up there with the NPS (Net Promotor Score) question, which I’ll share later. Here it is:
“The next time you call us, would you want the same person to take care of you? Push 1 for yes and 2 for no.”
That’s it. It’s that simple. In one quick question, the customer gets to grade the support rep that took the call. It sums up if the customer was happy and if the agent did their job. No, it doesn’t tell you if the problem was resolved or not, but that question could be for another day. I started to think about other one-question surveys that can give you a snapshot of what a customer thinks about a company. Here are a few questions to get you thinking.
- The next time you call us, would you want the same person to take care of you? Push 1 for yes and 2 for no.
- On a scale of one to ten, what’s the likelihood you would recommend us to a friend or colleague?
- Was the question answered or the problem resolved to your satisfaction?
- On a scale of one to 10, how would you rate our customer service?
- On a scale of one to 10, how would you rate the quality of our product?
I’m often asked by clients how to get more responses from customers who are sent surveys. You now know the secret: simplicity and speed. Just promise that it won’t take a lot of time — a minute or less — and watch how many more surveys your customers take.
A version of this article by Shep Hyken appeared on his Customer Service Blog. You can read the full version here.