CSAT AND VOICE OF CUSTOMER (VOC)

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Callzilla offers various ways to measure Customer Satisfaction, one of which is through a post-call phone survey. The customer can be automatically transferred to a survey after the completion of their call to answer a series of questions about their experience. The survey is customizable, but we have a recommended format (VOC) that measures their experience on a scale of 0-10 or 1-5. After that initial question, you can dive deeper into why their experience was great or poor with pre-selected options or the option to record a voice memo.

The data captured from this survey will give you a Net Promotor Score (NPS), First Call Resolution measurement (FCR), and Customer Effort score. NPS is a customer loyalty and satisfaction measurement taken from asking customers how likely they are to recommend your product or service to others on a scale of 0-10. FCR will tell you how efficient your service is, as the goal is to solve customer inquiries on the first try to avoid a callback for the same scenario. The Customer Effort score measures their satisfaction on a scale of 1-5, digging deeper after we know if their experience was positive (4-5) or negative (1-3).

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