When should you send an after-service survey?
Send it after a clear event, such as a completed repair, delivered order, finished appointment, or closed support case. Aim to reach the customer while the details are fresh and after they’ve had enough time to judge the experience. For a repair, that may mean giving the customer time to try the equipment. For an appointment, the same day may work.
What should you ask?
- How satisfied were you with your recent experience? Use a five-point scale from very dissatisfied to very satisfied.
- What was the main reason for your rating?
- What’s one thing we could have done better?
- Would you like someone from the business to follow up?
If the business needs to diagnose a specific issue, add one targeted question. A field service team might ask whether the customer knew when the technician would arrive. A support team might ask how easy it was to get help.
What can the business do with the answers?
Review follow-up requests while the experience is fresh. Then group recurring issues by the step where they happened, such as scheduling, arrival, or the handoff after the work. If several customers say they waited for an arrival update, assign someone to send it and measure that same issue in the next round.
How does ServicePoint run the survey?
We agree on the trigger, audience, questions, invitation and reminder schedule, and who handles callback requests. Then we run the survey, report how many customers answered, and identify the first changes worth making.