Customer Satisfaction Surveys: The Best Way to Know What Your Callers Are Thinking

No one’s a mind-reader, well and truly – but when you’re running a business, you frequently have to be several steps ahead of guessing what your customers want and need. That said, making assumptions can be seriously harmful for your brand.

Market research has been an effective option for business owners across the UK for decades – but what if there was a way to tap into what your callers really thought about the service you have to offer, with real-time analytics and multi-channel survey options?

Good news! Planet Telecom can help, with a raft of CSAT surveys and data breakdowns to help you shape your service offerings, improve training, and deliver a fantastic experience to the people who buy from you.

Why use Planet Telecom’s CSAT solution?

There are plenty of great reasons why customer satisfaction surveys and analytics through our platform are fantastic value for money. For one, you’ll gain incredible insight into what’s driving your callers so you can meet their needs every time they reach your team.

Let’s break down a few of the top features we have to offer businesses like yours so you can get a firm handle on what your customers have to say, and what they really expect from you.

Customised, post-call survey options

Passing callers over to post-call surveys is a great way to capture their thoughts and feelings while moments are still fresh. With Planet Telecom, you can build your own surveys and track responses through an accessible dashboard, allowing you to filter out responses by different details and even the agents your callers speak to!

Simply transfer callers onto these quick surveys via IVR, and let them do the talking (or the button pressing, as it were)!

Multi-channel tracking

It’s not easy to track everything customers say about you across several channels at once. However, with our platform, you can combine multiple mentions and survey functions into one simple dashboard.

That means less guesswork and less time spent looking around different channels and surveys – faster, more precise answers and opinions mean you’ll also be able to deliver better results to your customers in the long run.

In fact, you can manage marketing campaigns across texts, emails, social media, and live chat – all from one platform. When it comes to SMS campaigns, you can also create your own unique questionnaires with options for expandable answers.

Text analytics

Poring through survey results and analytics isn’t always a fun task – which is why we developed our software to help you filter out certain phrases and results.

Planet Telecom’s text analytics solution helps you to sort through any positive and negative comments left by callers or texters, meaning it’s easier than ever for you to spot areas for improvement, and areas you can monopolise on in your next round of marketing.

And, filtering positive and negative comments is only the start! Our platform lets you break down phrases and mentions even broader, meaning you can really drill down into what matters to you and your customers – with zero hassle.

You’ll also have access to keyword tables, meaning you can see some of the most commonly-used words and phrases your callers turn to. Whether they’re good or bad, it’s great for learning more about your callers, straight from the people who matter the most.

Real-time scoring

You can say goodbye to adding up individual agent scores and feedback manually – with our customisable wallboards.

Whenever callers enter scores through surveys, you’ll see average opinions and ratings across up to 20 different widgets. They’ll update in real-time, too, meaning you can see changes in widespread opinion as and when feedback is actually being left!

It’s one of the best ways to monitor and manage your callers’ average voice. Along with text analytics, our wallboards give you a brilliant breakdown of what people are actually saying, and what they want you to pay attention to – meaning you don’t have to risk harmful assumptions or completely misfire on how to market to people in the future.

Planet Telecom makes it easy for you to learn more about your customers, without you needing to manually add up scores or take up extensive research! What’s more, our flexible, customisable dashboard and platform actually tells you what people have to say about your business – there’s no risk of you losing sight of what matters to them.

Take a closer look at our CSAT surveys and IVR solutions now to learn more about how we can help you take advantage of your audience’s voice.