Customer Satisfaction Survey Template Excel Sheets for Call Centers

Have you ever received a phone call or message asking you to complete a satisfaction survey to assess the product or service from your point of view? Definitely, yes! Customer satisfaction survey templates have always benefited both parties: businesses and consumers.

It’s time for your business to use these types of forms to develop your services to a level that meets your customers’ expectations. In other words, if you don’t know what your customer needs, another competitor will have an edge by doing so.

Your customers are the only source of information, as your business is based on their pain points; if they still have pain points, your service needs to be improved, and the surveys will help you upgrade it.

Please read the article to the end so you can download the free customer satisfaction survey template Excel sheets and use them ideally.

What Is a Customer Satisfaction Survey Template?

A customer satisfaction survey template is a tool businesses use to assess customers' experiences with a service or product. This template allows customers to express their opinions clearly, whether the experience was positive or negative.

The information gathered will guide the business in the right direction, improving the services and allowing customers to interact better with the deliverables.

Types of Customer Satisfaction Survey Templates

Businesses can use many types of customer satisfaction survey templates. Each type has its role and a suitable channel that can incubate it with no challenges, and they’re as follows:

1- Post-Call Customer Satisfaction Survey

Before the customer hangs up, the agent clarifies that before he goes, he should kindly fill in a quick survey, which is a couple of questions he will interact with by pressing the suitable button. The survey might discuss the customer's latest experience with the customer service or sales department. It might also be more generic and detail the business elements that the customer had dealt with before through its call center, for example:

 

• Wait time and response time
• First call resolution FCR
• Processing flexibility
• Agent Professionalism
• Voice Quality
• Call distribution and routing efficiency
• Interactive voice response IVR Accuracy

The post-call feedback survey automatically plays when the agent expresses his pleasure for the customer’s call. The agent interacts with the survey by pressing the number that accurately illustrates their opinion regarding the element in the subject of the question.

This type of customer satisfaction survey features quick responses and high interaction compared to templates sent through other channels.

2- Customer Feedback Email Survey

Customer feedback email surveys are used as brand reminders so that customers can easily remember their experiences with the delivered products or services.

In most cases, the email checks the customers’ experience with them during past usage, which gives them enough time to try all the product’s elements and develop a solid opinion about it.

3- SMS and WhatsApp Customer Feedback Surveys

After direct contact between the customer and the business, represented by face-to-face communication with one of its agents in a brick-and-mortar store, the customer receives a feedback and satisfaction survey via WhatsApp or as part of an SMS. So, the customer satisfaction survey might include queries about:

• Place cleanliness
• Quality of organization
• Cooperation and fast interaction

 

Some companies develop automated workflows. Thus, customers receive a recorded feedback call that gathers information automatically, like the first type mentioned previously; however, it’s a separate call.

Elements of the Customer Satisfaction Survey

The customer satisfaction survey template consists of the following crucial aspects to achieve its goals:

1- Questionnaire/ Questions:

It consists of a single question or a group of questions sent to a certain class of customers or all classes. There are also different forms of questions, including:  

• Customer satisfaction assessment questions
• Open-end questions
• Multiple choice questions
• Yes or No questions
• ‘‘Put a checkmark in the box’’ questions
• “Sort by’’ questions

2- Product or service name:

It’d be better to mention the name of the product or service on which the survey is based. This facilitates the survey management process so you can review and compare results over different periods of time.

3- Customer satisfaction metrics: Every metric in the template assesses the degree of customer satisfaction, including the Customer Satisfaction Score (CSAT), Net Promoting Score (NPS), and Customer Effort Score (CES). These metrics can all be used after the survey campaign ends.

Benefits of the Customer Satisfaction Survey

You can achieve many goals and get benefits when using this customer satisfaction survey, including:

1- Customer Service Pain Points Recognition

It’s normal to find pros and cons in every department in your business. However, your company has to deal with the weaknesses, especially in the departments where customers interact directly. This concept of development prioritizes customer service, after-sales, customer success, and sales.

Through the survey, the customer might notify you of elements that you never noticed before that they need development.

2- Customer Loyalty Assessment

Investing more effort in customer loyalty leads to the continuity of the relationship between customers and the business.

Loyalty comes from monitoring customers’ needs and continuous interaction with them. Regularly studying customers’ opinions about products and services builds solid knowledge.

3- Forming a New Competitive Advantage

The negative points in your business or call center might also be a typical challenge customers find with competitors. So, being the first business to initiate a solution will create a new competitive advantage, attracting new customers from the targeted market.

4- Making Data-based Decisions

Reviewing the results of sent surveys allows your business to define the degree of satisfaction the customer has towards your business's customer service or products in general. Thus, the right decision is clear as you’ve got the percentage of customers who would be pleased with it even before its release.

5- Better Knowing of the Customers for Retargeting Campaigns

Surveys are essential tools for learning more about your customers. They help build a more detailed buyer persona for future marketing campaigns and lead to realistic, accurate customer recognition.

How to Use Customer Satisfaction Survey

To achieve the most advantage of the attached customer satisfaction survey, it is important to follow the next steps:

1- Determine the Required Metric

Many key customer satisfaction metrics exist, including CSAT, NPS, and CES. However, CSAT is the most accurate metric if you need to detect customer satisfaction with a particular element. The customer satisfaction score indicates to what extent the audience sees the element as positive.

On the other hand, if you need to measure word of mouth and check if your customers have turned into organic marketers, it’d be better to use NPS. Net Promoter Score refers to the degree of probability that customers will recommend your product to others.

If you want a seamless customer experience and need to determine how easy it is from the customer’s point of view, use CES.

The three metrics are considered percentages, where the number of positive opinions is divided by the number of overall participants, whether positive or negative. This tells us that the higher the percentage, the more positive it refers to.

2- Select the Suitable Question

You should be able to answer the question(s) based on the metric you need to determine. If you need to get CSAT, the question should include expressions such as Satisfy, please, accept, approve, joy, etc.

When using NPS, the questions should include expressions like recommend, suggest, refer, etc. However, if you need to calculate CES, you should use expressions like smoothness, ease, flexibility, etc.

Choose the suitable question within the following forty questions. They include generic ones that apply to any field of work, and there are specialized questions that refer to specific industries.

Remember that the main objective of the survey is the assessment of business eligibility and the efficiency of its elements, it could be:

1. The compatibility of the product/service with the customer’s needs
2. How satisfied the customers are with their overall experience with the brand
3. Value versus price for a product or service
4. Likelihood of recommending the product/service to a friend or colleague
5. Customer’s satisfaction with his experience today with the call center
6. How easy it was solving his problem with your company today
7. Professionalism of the sales representative or customer service representative
8. The sales representative or customer service representative’s knowledge of the service or product being evaluated
9. Purchase process via phone/website
10. Ease of requesting the service/product from the branch

If your niche is the banking and fintech sectors:

1. Customers’ satisfaction with the process of opening a bank account
2. His experience with the e-banking application on the smartphone
3. His Satisfaction with customer service representatives in the branch/during the call
4. Waiting time in the branch

If your business is part of the medical and healthcare sector:

1. Satisfaction with the physician in charge present in the medical facility
2. The extent of cooperation of the nursing staff present in the medical facility
3. Place cleanliness and sterilization
4. Satisfaction with the customer service representative and appointment management
5. Easy to book

If you work in the F&B sector:

1. Quality of food and drinks served
2. How comfortable the customer feels in the place
3. Place design
4. Speed ​​of bringing orders
5. Clean cutlery
6. Courtesy of waiters and waitresses bringing orders

If you’re part of the e-commerce:

1. Customer satisfaction with the design of the website/application
2. Is he satisfied with the quality of the product? Does it meet his expectations?
3. Satisfaction level with the shipping and delivery process
4. The extent of the delivery representative’s cooperation
5. Quality of refund and exchange policies
6. Ease of implementing a product return process

If you present an e-learning platform:

1. Quality of educational content
2. The professionalism and cooperation of the content instructor
3. The extent of the practicality of the content provided and its relationship to the participants’ work specialization
4. The effectiveness of questions and tests and their relevance to the foundation of the educational course
5. The reliability of the available sources
6. Flexibility in managing and scheduling the program or classes

If you’re working in the tourism and hospitality sector:

1. Quality of services and facilities at the hosting avenue
2. How Professional were the room service staff and cleaning supervisors?
3. Quality of meals served
4. The extent of cooperation of the reception staff
5. Efficiency of the booking, check-in, and check-out process
6. How satisfied the customer was with the residence in general

3-Using the Suitable Communication Platform

After choosing the suitable question(s), you can gather all the input with the help of an IVR which is a major feature of the contact center solution like ZIWO and other platforms.

Also, you can use open-ended questions to gather suggestions or opinions and send them freely. Then, you can filter them manually according to their negativity and positivity. With the help of a call center solution, you can listen to the recorded calls.

In case you’re using emails, WhatsApp, or SMS, a Google form will be an excellent way to gather results. Here, the link becomes part of the message context and the recipient clicks on it. Moreover, there are other paid solutions that manage the message and result management.

4- Determine the Survey Results

To determine the value of the required metric, there are two major results you should consider in the survey, which are:

1. The number of positive responses
2. The total number of responses

Just put the two values in their respective cells of the sheet to get the score. Worth noting that all mentioned metrics; CSAT, NPS, and CES follow the same mathematical formula:

The score = (Number of positive responses / Total number of responses)*100

Who benefits from Customer Satisfaction Survey Template Excel Sheets?

Customer satisfaction surveys primarily benefit customer service managers and call center supervisors. The surveys help them identify skills that need development and determine the necessary training sessions to overcome this gap.

Also, the weak source might be the need for more suitable information technology. Here, the manager’s responsibility is to determine the solutions his department needs to develop more.

Suppose the customer satisfaction survey includes core features related to a product or a specific policy the business operates. The results will be sent to the product manager and other decision-makers in that case. This will help them add the missing points.