Customer Satisfaction Surveys is the strategy, design, distribution, analysis,
and communication of customer surveys. It includes two types of surveys—incident-based
or event-based surveys. Incident-based surveys are designed to assess
a customer’s
satisfaction as it relates to a specific incident. They are sent after
a customer’s
ticket is closed, and consist of a few key questions. Event-based surveys
are designed to assess customer satisfaction as it relates to the support
organization’s "big picture." These surveys are generally
sent once, or at most, twice a year and contain a comprehensive list of
questions to assess the overall support desk. |
