Customer Service Satisfaction Study

Customer feedback on the quality of the customer service delivered by Call Centre reps 

A national call centre commissioned Think to develop a customer satisfaction survey to provide rich customer feedback based on a national standard benchmark.

Think's approach: To develop, undergo and analyse a call centre study utilising our trained field team and also, to engage with call centre reps, evaluate and grade them on customer service skills. 

Business benefit

  • Clear insight and guidelines based on real customers’ feedback.

  • Significant reduction in training costs. Actionable improvements for call centre reps quality of delivery. Increase in overall morale. 


Key attributes assessed

  • Responsiveness

  • Helpfulness

  • Level of informativeness

  • Product knowledge

  • Listening skills

  • Query resolution

  • General call centre manners 

  • Ways and reasons for improvements