How to measure relationship and quality of case resolution for regular customers?

Sergio LarrainSergio Larrain Sr. Director Enterprise SupportMember

I have a group of designated support resources that interact with individual within their customer portfolio very regularly (sometimes several times per week). I am interested on the ability to measure the overall relationship with those customers, but also make sure cases are being closed satisfactorily for those customers. How do you avoid survey fatigue? How to balance transactional vs relationship pulse (frequency of surveys, etc). Would love to hear your ideas, suggestions.

Answers

  • Jaime FarinosJaime Farinos Head of Services and Support - Chronicle Founding Member | Scholar ✭✭

    Some systems (e.g. Salesforce/Service Cloud) allow you to gauge how often you want to survey customers, e.g. if the customer has already filled out a case related customer survey in the last xx days, then no new survey is triggered.

    A key question is whose feedback are you interested in. The end user (typically the one that is the receiver of the transactional support survey) vs. the business unit lead who may have an overall feeling of how support works (then in this case QBRs with your CSMs could be a better option). This is strongly related to the size of your customers too.

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