Follow-up customer surveys allow companies to collect customer feedback more diligently and use the resulting data to pinpoint lagging satisfaction. Surveys also supplement metrics like call times and hold times to measure agent availability and routing of calls to the right person or department. Mostly, customer surveys can help take service levels from "more than satisfactory" to superior.
CFI Group offers some best practices for the makeup of a survey from its American Customer Satisfaction Index™ (ACSI), published annually by the University of Michigan and termed by the New York Times as the "definitive benchmark for how buyers feel."
Top 10 Customer Satisfaction Survey Best Practices
Customer Contact Week | 02/24/2009