People often ask how we measure customer satisfaction, and how we apply customer feedback to improving our services and systems. Here are some quick answers to commonly asked questions:

Timely and ongoing feedback can be vital to healthy customer relationships. The voice of the customer adds a qualitative dimension to our perceptions of customer service, and it helps us test the efficacy of our systems and services. Open-ended feedback can help spot problems that might otherwise remain hidden until they become much larger issues.

Customer feedback is obtained in several ways, including reports from Customer Service Representatives, email, and brief opt-in online surveys following specific interactions with Customer Service Representatives and the Online Service Center.

Online surveys give customers another way to provide timely feedback in their own words regarding specific aspects of the service experience. Customers can complete the survey immediately or very soon after their interaction with a service center. We can immediately collect quantitative and qualitative data and quickly respond to actionable feedback.

Since most customer service interactions occur within short time frames, it is optimal to solicit feedback immediately after the interaction while the customers' recollection is fresh. This is done by providing a brief message and passive survey link on various Online Service Center landing or confirmation pages, or by sending one follow-up email after an issue has been resolved through the call center. The surveys are brief and the questions are specific to the customer's recent service experience.

Customer feedback is shared with employees to acknowledge specific performance levels, reinforce good customer service skills, and improve best practices. The feedback is also used to validate, as well as correct and improve technical or systemic aspects of the Customer Service Center or online systems.