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ServiceTraq™ Exit Surveys

A picture is worth a thousand complaints.

Each time a service case closes, ServiceTraq initiates an Exit Survey request. If the customer is logged into ServiceTraq when the case closes, he is automatically forwarded to a questionnaire (assuming you have an Exit Survey enabled) that presents him with a list of questions that you define. If he is not logged on when the case closes, he is sent an e-mail that urges him to take the exit survey. Like just about everything in ServiceTraq, you define the questions, the types of prompts, and the content of the e-mail sent to the customer.

 

The Exit Survey is always linked to the case it is related to, as well any CSRs that serviced the case. This allows for powerful reporting options. For example, you can generate a report that shows exit survey results based on a specific CSR, or based on a specific product.

Exit Survey reports will help you:

Find customers that are dissatisfied with the level of service they have received from your company, analyze their cases, and perform damage control where appropriate.

 

Find out which products are the source of service and support problems.

 

Identify problem CSRs, including which are weak (or strong), which require more training on various products and services, and which should be performing the training.

 

Pinpoint strengths and weaknesses in your company service/support policies, as well as how well those policies are being carried out, from the only perspective that matters: that of your customer.

 





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