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Customer Service vocabulary · Service Metrics & Quality

Survey

Meaning in customer service, with examples

/ˈsɜːveɪ/nounCore term

In customer service, survey means: A set of questions sent to customers to collect their opinions, for example right after a call or a purchase.

In Turkish: anket, müşteri anketi

How it is used

Companies send out or run surveys; customers fill in, complete or take them. Post-call and post-chat surveys are short, often one to three questions. The response rate is the share of customers who answer.

Example sentences

  1. At the end of the call you'll hear a short survey about our service.

  2. Only 12 percent of customers completed the email survey.

Common collocations

  • customer survey
  • post-call survey
  • fill in a survey
  • send out a survey
  • survey response rate
  • CSATCustomer satisfaction score: a measure based on short surveys that ask customers how satisfied they were with a product or with one interaction.
  • feedbackOpinions, comments or information from customers about a product or service, used to learn what works and what needs to change.
  • Net Promoter ScoreA measure of customer loyalty based on one question: how likely, on a scale from 0 to 10, a customer is to recommend the company to a friend.
  • customer satisfactionHow happy customers are with a company's products, its service or a single interaction; also the measure of this happiness.

This word in other fields

The same English word can have a different meaning in another field:

More terms: Service Metrics & Quality

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