The CSS Survey measures the customer’s journey through the Sales-and-Service process to determine if you and your team are fulfilling the customer’s expectations. The CSS Survey also covers the vital contact points of measuring customer expectations, which are vital decisive moments of truth (MOT). You can read everything about setting up the survey in “Learn how to Put the Customer First!”
Integrated Customer Loyalty Instrument (ICLI)
Integrated Customer Loyalty Instrument (ICLI) is a tailor-made snap survey or quick poll. It is, in my opinion, the best tool to accelerate customer satisfaction indexes quickly. This survey enables you to determine the level of customer satisfaction immediately following the visit. The employee taking care of the customer is held responsible when things work out well and also when it doesn’t. You can also read everything about setting up the survey in “Learn how to Put the Customer First!”
In the meantime watch the video from Shep Hyken about how to use Customer satisfacion surveys the right way. How to ask the right questions in the survey and to ask the one thing question:
Is there one thing you can think of that will make business with us even better? This is an excellent way of using the Integrated Customer Loyalty Instrument (ICLI).