In-signature Survey vs. Post-resolution — Which One is Better?

  • 81% of satisfied customers are more likely to do business with you again if they have a positive experience.
  • 95% of customers will “take action” after a negative experience — like sharing concerns with friends and family, or churning.

In-signature surveys

Advantages of using in-signature surveys

Reducing customer effort

Collecting more ratings and increasing response rates

Gathering feedback after every interaction, every step of the way

Get instant feedback on responses you’re sending

Measure feedback while the interaction is still fresh in the customers’ mind

Post-resolution surveys

CES: distribution method

Advantages of using post-resolution surveys

Get feedback on the interaction as a whole

Gathering constructive feedback

Review the quality of provided solutions

distribution method
distribution method

Predict customer loyalty and focus on customer experience

Conclusion

  • Implement surveys that don’t require adding another email into your support process
  • Collect more ratings and increase your response rates
  • Give customers the chance to provide feedback every step of the way
  • Get instant feedback on response’s you’re sending
  • Or measure customer feedback while the experience is still fresh in the customer’s mind
  • Gather feedback on the support interaction as a whole
  • Collect more constructive feedback and make sure that emotions won’t play such a big role in customer’s reviews
  • Be able to review the quality of the provided solutions
  • And conduct surveys that are focused more on customer loyalty and experience

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