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