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Design an excellent customer support experience

Get tools to help you pivot when the needs of your customers or your team change.

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It's not easy to always meet the expectations of your customers. Feedback not only helps you support your customers, but it can also ensure your entire team is equipped to do so. The resources within this Customer Support Toolkit will help you answer your burning questions.

How do we provide a better customer experience?

  • Did we help the customer solve their problem?
  • Could we have responded faster?
  • Does the customer have all the resources they need?
  • How can we help customers reach their outcomes without solving one-off problems?

How can I ensure that my team doesn’t burn out?

  • Which processes can we automate?
  • How do I keep everyone bought in?
  • What are ways we can avoid monotony?
  • How do we balance the needs of the business with that of the team?

Our sample survey templates make it easy for you to start collecting feedback in just minutes. Explore hundreds of questions across different survey types, all designed to get you accurate results you can rely on.

Customer satisfaction

Effectively gauge customer satisfaction to build a stronger business strategy.

See template

Net PromoterⓇ Score (NPS)

Identify the percentage of customers who would promote you.

See template

Customer service feedback

Find out if your customers had positive experiences with your support team.

See template

Customer experience (CX)

Track your performance across key customer touchpoints.

See template

Employee satisfaction

Ensure that your support team is happy and can meet customer expectations.

See template

Work environment feedback

Understand how your team feels about their work environment.

See template

Why choose SurveyMonkey?

SurveyMonkey is not only easy to use, but it’s also the world’s leading survey platform and powerful enough to help you measure what matters: the needs of your customers and of your employees.

Features to help you accomplish goals

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Your business is constantly changing. Our features can help you pivot when you need to:

Integrations that make work easier

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Integrate your survey data with the apps you use every day.

Or, find new ways to reach your customers, employees and peers.

Our most popular integrations are:

Support for when you need it

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Get the support that your team needs to launch feedback programmes.

  • Our amazing support team includes product experts that help you get the results you’re looking for
  • Support the way you want it with phone, email and live chat options for getting in touch
  • Tutorials and video demos, available within our robust Help Centre for those who want to explore on their own

Customer support teams are among SurveyMonkey users from
these world-class brands

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Advice from customer support leaders

Common mistakes and best practices on how to avoid them

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Common mistakes

Looking for ways to improve your programme or motivate your employees? Here are some things you can avoid:

Measuring things you don’t plan to take action on

Only ask your respondents questions you intend to respond to and improve upon.

Being biased

Try not to use surveys to prove your theory, but instead to get an unbiased insight into how people are thinking.

Using slang or language that isn’t meant for a global audience

Instead, aim for clarity and asking questions that will yield responses from people, wherever they’re located.

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Best practices

Want to know what customer support experts suggest? Check out these tips:

Design a survey that’s going to get you data

Keep surveys short and send them at the right time when you know respondents will answer, such as immediately after a transaction.

Share customer pain points across your organisation

Bring visibility to the challenges your customers are facing by sharing the feedback, especially with product teams.

Categorise your customer support issues and report on them

Define metrics for support cases and make sure you have the team aligned to deliver on them.

Resources that customer support professionals find helpful

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Ultimate Guides

Everything you need to run a world-class customer feedback programme.

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Success Stories

Greyhound relies on feedback to improve NPS and drive business value.

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Trends

Find out which trends are affecting your customers or your team.

Choose a plan that works for you

Get an individual plan with features that you need, or create a team instead!

Need an enterprise-grade survey solution?

Momentive, the maker of SurveyMonkey, empowers organisations to gain insights from customers, employees and the market.

Contact us today

Learn more about our solutions and schedule a demo.

  • Manage multiple users and gain visibility into all survey data collected across your organisation with admin controls and dashboards.
  • Ensure that confidential data is protected with enhanced security including encryption, SSO and features that help you remain compliant with HIPAA and GDPR.
  • Make feedback automated and actionable by connecting to key business systems using APIs and powerful integrations, including Salesforce, Marketo, Tableau and more.

NPS®, Net Promoter® & Net Promoter® Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.