Use Case: An insurance company wants to gauge the satisfaction level of its customers to ensure they are providing high-quality services. They distribute a customer satisfaction survey to recent policyholders who have interacted with their customer service team. This survey helps the company collect quantitative data on how likely customers are to recommend their services, whether they were satisfied with the assistance provided by the customer service team, and their overall rating of the services. The free response section allows customers to provide specific feedback on what aspects of the services they appreciate the most and any areas for improvement.
- On a scale of 0-10, how likely are you to recommend our insurance services to a friend or colleague? (NPS)
- Were you satisfied with the assistance provided by our customer service team during your interaction with us? (Yes/No)
- Please rate your overall satisfaction with our insurance services on a scale of 1-5.
- What aspects of our services do you appreciate the most?
- Is there anything else you would like to share about your experience with us?