How we can understand and evaluate satisfaction of our services and support we provide to clients?

When you make a follow up calls after sales to the client and he/she has no objection or problem with the product it means your client is satisfied not only with the product you have sold but with your services as well.  To know more about the customer satisfaction you may develop a questionair and ask the customer to fill it if they don't mind.

customer complaints is a free consultations, in addition to surveys and market studies

When you make a followup call the client when he does not attend the calls. The moment you visit his office to meet him and he says that he is out for a meeting.

When you enquire about your service,he ignores that question and divert you to another question... All these makes you feel that the client is not satified with your support.

from costomer feedback and customer survey

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The main source of customer feedback is customer survey. It could be over the phone in the form of an automated system , or could be online.  The customers are asked to rate the experience in a scale of1 to10. It is also called NPA survey.

Examples of questions asked are

How do you rate your experience?

Would you recommend the product service to anyone else?

Ease of finding the website?

Was the rep polite andhelpful? Etc

This was about retail CLIENTS

If it is about corporate clients they would only look at data.

In a client service provider relationship in BPO they would look at the

·         No  of calls /chats/ emails handled.

·         Average rating of customer survey

·         Average handling time of each call /chat/ email etc