We know that having satisfied employees leads to having satisfied customers. Positive energy can be contagious, but unfortunately, so can employee dissatisfaction. It’s worth knowing what drives satisfaction in your workplace, as well as knowing how, when, and who to ask the appropriate questions through a survey to find out.
How to create an employee satisfaction survey?
Our Employee Satisfaction Survey Guide provides a step-by-step guidebook towards crafting an ideal employee satisfaction survey for your company. We’ve highlighted the best steps for how a survey can engage employees and ultimately better the organization, including:
Best practices for how often to survey employees
Ideal times to survey new employees
What questions to ask, depending on how long the employee has been at the company
Example questions that are often included in effective surveys
Who should administer an employee satisfaction survey
Making the best use out of the survey results
Employee satisfaction survey FAQs
What is the purpose of an employee engagement survey?
An employee satisfaction survey allows management to get a better idea of how employees feel about their workplace. A manager can tailor survey questions to assess specific issues, and utilize feedback from the survey to understand what’s working, what could be improved, and if employee satisfaction is at an optimal level. What employees have to say can be telling, but the right questions need to be asked. So how can a manager know what questions should be asked in a survey?
How to measure employee satisfaction survey?
Cleanse the text of personally identifying information
Aggregate numerical results
Look for patterns in open-ended text answers
Communicate results to the leadership team
Decide which critical issues to address
Communicate the results back to the team
Why complete an employee satisfaction survey?
Potential benefits to employees and the company
A curated survey can identify the factors that lead to better productivity, a more enjoyable work culture, and a better connection between respondents and their supervisors
Great way for employers to understand employee engagement
It can be difficult for leadership to fully understand what's going on with employees and what might be hindering their job satisfaction. Getting actionable employee feedback can give them the insights they need.
Increase customer and employee retention
Satisfied employees stay with companies longer which attracts more skilled and qualified workers. This in turn leads to better customer satisfaction.
Every company should see to it that employee satisfaction is a priority, and an employee satisfaction survey is an effective way to turn it into data. Likewise, management should make employees feel trusted and provide them with the opportunity to benefit themselves. With the right questions, they can improve their organization and work environment. Give employees a well-thought out survey to address any issues with constructive feedback.
Join Anthony Okumura, Senior Product Marketing Manager, to learn how you can create a customer service workflow that promotes efficiency and collaboration amongst your agents with the Zendesk Support Team Plan.
During this webinar we’ll discuss how to:
Eliminate manual processes like triage and escalations
Encourage cross-departmental collaboration on customer requests
Extend the functionality of your account through apps and integrations
Available On-Demand with Zendesk's Katherine Kelly & Anthony Okumura
Keeping customers happy is the name of the game in customer service – but what’s the best strategy to keep customers content?
Join Katherine Kelly, Director of Product Marketing at Zendesk, for an inside view on how the Zendesk Support Professional Plan can create a data-driven environment best fit for sustainable, positive customer service interactions for your business.
During this webinar we’ll discuss how to:
Increase customer satisfaction on nearly every interaction
Translate both positive and negative customer feedback into business intelligence
Turn your ticket data into actionable steps towards ticket deflection, smarter business rules and happier customers
You’ll also see feedback from customers already using the Professional Plan to upgrade their real world support operations.
Available On-Demand with David Williams & Anthony Okumura
Growing your customer service operation doesn’t need to be painful- as long as you have the right tools for the job.
Join David Williams, Vice President and General Manager of the Zendesk Support product, to learn how you can scale your team’s efforts while also removing friction for both customers and agents with the Zendesk Support Enterprise Plan.
During this webinar we’ll discuss how to:
Speed up reply and resolution times across each type of request you serve
Increase customer satisfaction with predictive machine learning
Improve visibility into support operations
You’ll also see feedback from customers already using the Enterprise Plan to upgrade their real world support operations.
Available On-Demand with Ben Collet, Katherine Cavanaugh, and Dan Bellenbaum of Zendesk
Have you ever wondered how we leverage our own products here at Zendesk? In this series, we’ll provide a behind the scenes look at the many ways we put our own tools to use.
Join Ben Collet, Zendesk’s own Global Director of Customer Advocacy, in conversation with leaders from our sales and finance departments about how they’ve created a seamless cross-departmental experience for our customers, such as fielding:
And other operational requests
During this webinar we’ll discuss how unifying these departments within one platform has led to a more efficient and satisfactory experience for our customers while also increasing employee productivity.
We’ll also share a few tips we’ve learned while bringing additional teams into our Zendesk Support instance for you to consider as you do the same.
If you have a mobile app for your customers, you already know the value of meeting people where they already are. But how do you also ensure that you’re meeting their growing expectations?
Watch the webinar to learn the value of offering mobile in-app support featuring IDC analyst Mary Wardley, the author of Streamlining Customer Service with In-App Support Solutions. We will also be hearing from Josh Greenwald at Swiftkey on how they embedded Zendesk into their app to support 300 million users.
Imagine you spend weeks researching and drafting and double-checking facts for a presentation, and when you finally think it’s ready and ask a colleague to “just take a look” she makes suggestions and asks questions that never even occurred to you.
Sound familiar? We’ve all been through this, either at work, school, or with a personal project. The same happens with the products and services our companies offer. Because we help build them, we know how we use them, how to combine their most complex features, and how we want to improve them. But, there are many ideas we haven’t thought of, that never occurred to us.
It’s not unusual for those on Customer Success teams or UX designers to receive customer requests and think, “How did it never occur to us to use our product for this?” Even if you work on a big team and each team member has a different use for your product, it’s impossible to cover all your customers’ use cases.
Because we immerse ourselves in our work, it’s hard to take a step back and see it with fresh eyes. That’s why customer feedback is so crucial. Listening to the difficulties they have with the products can help you to better understand how to improve your products and make customers happier.
About this guide
At Zendesk and Typeform, collecting and using customer feedback is an important part of how we do business and how we build great relationships with our customers. In this guest article from Typeform, we explain the processes used to collect, analyze, and use customer feedback to build better products. We'll cover:
3 types of feedback: given, requested, and observed
How to make sense of it all
Sharing your customer feedback with your entire organization
We’ve all heard the phrase, “an ounce of prevention is worth a pound of cure.” When it comes to your help desk and your customers’ experience, this is so true. Some very simple reporting and analytics can show you what you need to do to help ensure your customers are happy. These can help you anticipate if things are going badly before they actually get bad.
But in the world customer support, the number of metrics you can pay attention to are roughly 10 billion, give or take a few. Focusing on everything from employee performance, issue resolution, average handle time, and more, it can be difficult to know what you should be tracking and what you don't need to measure.
To help you get started, we put together a list of the most important help desk metrics to measure the health of your help desk.
1. New tickets
One of the most important metrics deals with the volume of incoming requests for support. A ticket creation report shows you the volume of support requests your support team is managing. Once you get a sense of how many your support team can handle in a day, week, or month, this metric will be incredibly important to plan staffing.
Are you able to keep up with demand? In a healthy help desk, be it for external customers or ITSM requests, your new and solved ticket trend lines should be parallel. By looking at these metrics every week, you can recognize if you are becoming consistently behind, or if certain weeks are just anomalies.
4. Response time and wait time
First response time (or average response time) is the time between a support request being created and the first public comment from a support agent. The longer this is, the more you risk having dissatisfied customers. Customers want, at least, an acknowledgement that someone has started the help process as within a reasonable amount of time of submitting their request. Plus, this information is very important to track if you publish guaranteed response times to make sure you’re living up to your promises.
Requester wait time is the cumulative time that a support request is unresolved while issues are being worked on. The information below shows a week over week comparison as an example. (Hint: There are 1,440 minutes in a day)
5. Resolution time
Metrics dealing with resolution time help you understand how long you're making customers wait for their issue to be resolved. First resolution time is the time from when a ticket is created to when it is first solved. Full resolution time is the time from when a support request is created to when it is solved for the last time. A growing gap in these numbers may mean that additional training is required to eliminate having to revisit the same problem multiple times.
One of the most important things help desk managers care about is their backlog in their support queue. If more requests are coming than can be handled every week, you’re building a backlog. Providing a robust knowledge base or using business rules to automate tickets are great ways of dealing with backlog issues.
7. Predicted backlog
Looking at your predicted backlog can help you learn from the past and prepare for the future. Being able to see which teams or individuals are falling behind, as well as the expected increase or decrease of upcoming support request volume can help you effectively plan for the future.
8. Ticket distribution
An important thing for a support manager to look at is how support requests are distributed. This is where you can determine if there is any correlation between satisfaction scores and low first-time responses to support requests. Monitoring your distribution can alert you to a recurring problem with your product or service. If you see sudden spikes in the amount of support requests you are getting, a manager can investigate to see if there are underlying issues that need to be addressed.
9. Satisfaction ratings
A very important business metric is whether its customers are satisfied. Once the evaluation has been received, comprehensive metrics are surfaced through reports and dashboards to help decide determine if there are problems with your customer support organization.
10. Individual performance
It is important to identify which customer support agents are top performers and which need additional training. It’s also a great way to see which agents may be ready to take on more challenging requests and which might need to stay put or require additional training and resources.
Without measuring support metrics, you'll never be able to improve. Zendesk Explore lets your track and manage your most important analtytics from a single location.
The belief that “strong contact centers are an opportunity for success” has provoked shared sentiments amongst industry stakeholders. 67 percent of decision makers in customer service departments see customer experience (CX) as a top priority. Unfortunately, customer satisfaction (CSAT) levels have decreased from 2013 to 2016, in part because of the difficulty of setting a customer service strategy in motion.
Forrester’s report, Transform The Contact Center For Customer Service Excellence, includes a “Contact Centers For Customer Service Playbook” based on a number of their own client inquiries. Forrester's report can guide those who have asked questions like:
“What business and technology trends are important for creating a sound customer service strategy?”
"What's the direct impact that our customer service is having on our company's bottom line?"
“What should our contact center road map look like to ensure the success of our new customer service strategy?”
To discover the four critical steps that can help companies improve customer value and drive business, access your complimentary copy of Forrester's Transform the Contact Center For Customer Service Excellence below.
We all know that for any company to succeed, it must first and foremost focus on the needs of the customer. Then why are so few actually doing it?
Probably because it’s difficult. Zendesk is here to help. We believe that creating great customer experiences will lead to loyal customers, improved word-of-mouth promotion, and increased revenue. That’s why we wrote the Customer Experience Guide, to help you learn how to:
Build a customer experience brand
Provide multi-channel support
Collect and interpret customer metrics
Benchmark against your competitors
Download this guide today and start offering a great customer experience.
Customer support agents have a tough job. They need to make sure customers are getting what they need—fast, personalized service—and their company gets what it needs—efficient operations and loyal customers. It isn’t alway easy to do both, but nearly impossible if you aren’t setting agents up for success.
Are you doing everything you can to make sure your agents have what they need to make you successful? Even if you are, you can always do more. That’s why we wrote the Agent Experience Guide. It will help you:
Create efficient workflows
Build robust internal self-service options
Establish an operations team
Develop a change management process
Download the report today to start setting your agents up for success.
Your support agents interact with customers more than just about anyone else in your company. They understand what the customers need, what makes them happy, and what’s making them ditch you for a competitor.
Are you doing everything in your power to hire and nurture the best talent for the job? Too many companies aren’t, even the ones that are really trying. We understand that this is easier said than done, which is why we’ve worked with top experts to write the Agent Life Cycle Guide. It will help you:
Hire, onboard, and train new agents
Develop career paths
Create a quality assurance program
Provide agent evaluations
Download this guide today and improve the way your business interacts with its agents
We can't all follow the same recipe for multi-channel success. Every business serves customers with different preferences and needs, and it can be a challenge to find the right channel mix for your customers.
Fortunately, the Zendesk family of products are designed to work together to help you provide seamless multi-channel support, no matter which configuration of channels you choose. Use this ebook to guide you through the channel selection process, taking into consideration:
The type and complexity of customer questions
How convenient it is for your customers to find help
Context—who are your customers and at what point in the journey do they typically need help?
The cost of offering one channel over another, in the short- and long-term
How particular channels can help you achieve business goals
What you can accomplish with each channel using Zendesk products
Download the ebook to learn more about how you can provide multi-channel support with Zendesk.
Customer service has never been easy. Over the years it has only become more complex and demanding. Every person has different needs and wants you to meet them all. Some want access to information so they can help themselves. Others need a little hand-holding as you work with them to navigate a new product or service. Some customers even have different customer service channel preferences depending on their inquiry or mindset.
The people who support your customers—agents—are human too. They have their own ways of learning and communicating, and their own unique career aspirations to be developed and cultivated.
All of the above present myriad challenges, none of which have quick and easy solutions, and all of which must be solved if you want to provide great customer service.
And you do want to provide great customer service, because doing so leads to loyal, satisfied customer who tell their friends, family, and coworkers to do business with you. The result: Your company will move away from only caring about transactions—a nearsighted approach to business that focuses on the immediate—and towards caring about relationships, which focus on the full lifetime value of a customer.
But how can you achieve this?
Software is necessary for providing great customer service, but it’s merely a tool that enables your customer engagement strategy. The best tool in the world won’t help you provide great support if you aren’t committed to doing so. That’s because the best support is human support, and learning to provide that will be the biggest differentiator between you and the competition.
Zendesk believes that excellent customer service must focus on the customer experience, the agent experience, and the agent lifecycle. Each of these three pillars are the foundation of strong and long-lasting customer service. That's why we worked with customer service experts to create three guides, one for each pillar, to help customer service leaders like you help your agents provide great support.
The 3 pillars of customer service
First, we want to share with you the basic tenets of each pillar:
Customers are the reason we’re all here, so we must first and foremost try to look at everything through their perspective. Different departments frequently disagree on the right approach for important decisions such as how to best provide customers access to important information. Your sales department might have thoughts about how to do this, the product team has another idea, and marketing might want it done a completely different way.
But what’s best for the customer? What will provide the customer with the best possible experience?
Customer experience focuses on improving the way customers interact with your business. It’s one thing to talk about being customer centric, but doing so means putting the needs of the customer front and center, even when it’s at the expense of people within the company. Taking this approach might lead to some hard-fought internal decisions, but customer service isn’t easy, remember?
The thing for everyone to keep in mind is this: If you provide a negative experience to a customer, not only will they likely tell their friends and colleagues, they will abandon you for a competitor. This is bad for everyone, including departments who might wish you’d do things their way. The good news is that the opposite is also true: provide positive experiences and customers will tell others about and choose you over the competition, time after time. When this happens, anyone who advocated against the customer-centric approach will quickly forget they weren’t always in favor of it.
Overview: The Customer Experience guide will show you how to build processes and infrastructures that enable you to always put the customer first, building and constantly improving experiences for them.
Agent life cycle
No matter the type of business, customer service agents are very often the first people to interact with customers and prospects. Not only that, they’re usually the people who interact with customers more than anyone else. In that regard, they are the face and ambassadors of the brand. Every single interaction with a customer represents an opportunity to either create a brand loyalist or someone who will never do business with you again.
All of which is to say this: Customer service agents are very, very important for the success of your company. Time, energy, and resources must be dedicated to hiring, training, developing, and retaining the best possible talent to fill all the various roles in this department.
The way your business treats its agents can have a direct impact on how they interact with your customers, which in turn impacts the bottom line. Happy agents will not only provide a better customer experience, but also stay with your organization longer.
Overview: The Agent Life Cycle guide takes the long view of your customer service agents, showing you how to do everything from finding and training them, to developing their skills and value as they grow into more advanced positions within your organization.
In contrast to the big picture challenges of hiring and training agents, agent experience focuses on the day-to-day challenges of their typical workload. This includes everything from resolving support queries to writing knowledge-base articles to improving operational efficiencies. These tasks might not seem as inspiring as the work of building meaningful relationships with customers, but the agent experience is foundational to that work.
Customers want support to be human and personal, but they also want it to be fast and efficient. Agent experience focuses on improving the way agents interact with customers.
To effectively meet customers’ needs, support agents must be set up for success. That means making an up-front investment in tools and processes that enable support agents to not only provide the kind of support customers love, but avoid providing the kind of frustrating experiences customer hate.
Overview: The Agent Experience guide shows you how to setup your agents for success, and help them avoid the typical pitfalls of customer service, like taking to long to respond to a request of support or making customer repeat their issue to multiple agents.
One size does not fit all
No two companies are the same.
Within each of the three pillars lives an entire spectrum of strengths and weaknesses that will be specific to each organization. Maybe you’ve made a heavy investment in the customer experience but haven’t had the time to focus on your agents. Or maybe you’ve finally figured out how to onboard agents and have build satisfying career roadmaps for them, but still aren’t doing everything you can to keep your customers satisfied.
We’ve broken everything down into three segments:
As a high-growth support organization, something is clearly working. The support you provide resonates with your customers. But the demands are increasing. Time and time again you’re asked to do more, straining your support team and threatening your ability to not just maintain the same level of quality, but improve it.
As a support organization looking to achieve scale, you have matured to the point that you are able to deliver quality support to an ever-increasing number of customers. You know that you are able to meet those needs, but as the company moves to another level of success, the deluge of customer interactions is just around the corner. As your support structure and strategies currently stand, you know there is no way to meet future demand without finding a way to scale and maintain a high level of quality.
As a support organization looking to drive efficiency, you have effectively overcome the challenges that typically plague less mature support organizations. You have a robust team with specialized roles that provides high-quality support. Even though you're experiencing great success, you can’t shake the nagging feeling that things could be much better. Maybe the support provided from a newly opened international office isn’t performing as well as you’d like, or change management still feels like it did during the startup days. As your support structure and strategies currently stand, you know you can’t rest on past successes, but instead must find a way to improve even further.
As stated at the beginning, customer service is hard. While Zendesk can’t make it easy (any software company that claims it can should be met with serious skepticism), we can make it easier. But we know from experience that software is a tool, and tools are only half the answer. The other answer lies in the people using them. That includes everyone from the agents who interact with customers to the designers who create experiences for them.
And Zendesk is here to help with that side of the equation too.
With Schedules in Zendesk Support you can build workflows and analysis around the hours of your customer service operation. This short video shows two examples of how Schedules can improve your customer experience and team reporting.
Watch our recent webinar, featuring Forrester analyst Kate Leggett, that will offer concrete ways to assess your current customer service team and capabilities to find opportunities to improve. Learn how to gain executive buy-in, build stakeholder consensus, manage agents more effectively, and select the right technology to create loyal customer experiences.
VP, Principal Analyst Serving Application Development & Delivery Professional. Kate is a leading expert on customer relationship management (CRM) and customer service strategies, maturity, benchmarking, governance, and ROI. She is an accomplished public speaker and frequently presents at industry events such as CRM Evolution. She has been published in The Wall Street Journal, Forbes magazine, and industry publications such as CRM Magazine, KM World, and Destination CRM.
Every interaction with a customer provides companies with an opportunity to not only provide a great experience, but to gather insights that can be used to improve processes and provide an even better customer experience. Agile customer care enables companies to use customer insights to improve:
Customers have more options than ever before. So any company looking to build long-term relationships, and not just single transactions, must invest in providing the best possible customer experience. Agile customer care enables support teams to increase productivity, improve efficiency, and reduce training by:
Some companies look at customer service as a drain on resources. As a result, customer service is a department that is often hobbled by a lack of resources. But it shouldn't be this way. When the proper investment is made in hiring and training great agents, building out top notch operations, and improving collaboration across departments, companies can see support for what it really is: a competitive differentiator that can lead to increased revenue.
Thanks to agile customer care, more and more companies are reaping the benefits of investing in great support.
Supporting today’s customers requires an “all hands on deck” approach. Customer service is no longer siloed from the rest of the company—or at least it shouldn’t be.
Today, customer service is more proactive, engaging, and transparent than ever before and providing that kind of support requires input and assistance from other customer-facing teams. Whether it’s sales, billing, professional services, customer success, marketing, or a product development team, each team has a hand in interacting with the customer, and the more you can capture all those interactions in the same place, the more cohesive the customer experience.
Learn why Zendesk customers have added additional teams to their instance of Zendesk Support, and what their customers and support teams have gained as a result.
Exceptional customer experiences have become the norm—these days customers expect seamless, helpful, and deeply personal service. In order to improve operations and deliver excellent customer service, businesses are taking on a customer-centric and technologically driven approach.
However, as self-service and digital interactions increase, it’s important for businesses to continue to build good customer relationships and foster lasting emotional connections.
Forrester’s report, 2017 Customer Service Trends: Operations Become Smarter and More Strategic (January 27, 2017), summarizes the top 10 customer service trends of 2017 that can help your business deliver excellent, human-centric customer service and, as a result, build customer loyalty, lifetime value, and advocacy—all of which positively affect top-line revenue.
Access your complimentary copy of Forrester’s 2017 Customer Service Trends:
Operations Become Smarter and More Strategic.
At BetterCloud, we know that Zendesk is a powerful tool for tracking, prioritizing, and resolving our support tickets. We wrote a guide to help you develop some creative strategies to leverage Zendesk automations (and other features) so your IT team can provide excellent internal support. Learn how to use:
Triggers to automatically CC the whole IT team if a ticket is high priority
Tags to auto-assign tickets based on form conditions
Macros to save time
Slack channels for updates
Internal notes on a ticket
Problems to link similar incidents and manage them together
The days of businesses providing a single channel of support communication are gone and unlikely to return. Now, it's more likely they'll be trying to strike a balance between what customers are looking for—the warmth of human communication and the speed and efficiency of automated service.
This webinar, based on the findings of a recent survey conducted by Loudhouse and commissioned by Zendesk, illustrates this important and perplexing challenge faced by all companies.
We'll be discussing four key trends that the survey highlighted:
• Multi-channel customers are less patient and expect more than 3 years ago
• Multi-channel use had increased considerably in 3 years, with more
diverse channels available to customers
• Customers are developing distinct expectations for each support channel
• Higher expectations are balanced by a more relaxed approach to sharing
diverse channels available to customers
• Customers personal information—but only if doing so improves service
Billy Hamilton is the founder of Octopus group. His role consists of strategic planning, audience insight and brand development. Billy’s experience ranges from marketing communications to research, strategic planning and business development for B2B brands.