{"id":31875,"date":"2019-01-30T00:00:00","date_gmt":"2019-01-30T00:00:00","guid":{"rendered":"https:\/\/hyken.com\/the-best-feedback-question\/"},"modified":"2024-01-18T20:38:08","modified_gmt":"2024-01-18T20:38:08","slug":"best-feedback-question","status":"publish","type":"post","link":"https:\/\/hyken.com\/customer-service-strategies\/best-feedback-question\/","title":{"rendered":"The Best Feedback Question"},"content":{"rendered":"<blockquote><a href=\"https:\/\/hyken.com\/customer-service-strategies\/best-feedback-question\/\"><img loading=\"lazy\" decoding=\"async\" class=\"alignleft\" title=\"feedback question\" src=\"https:\/\/hyken.com\/wp-content\/uploads\/2022\/11\/Trap-Door-Pass-Fail-CS-250x300.jpg\" alt=\"\" width=\"250\" height=\"300\" \/><\/a><em>\u201cPlease stay on the line to answer a short, one-question survey at the end of this call.\u201d<\/em><\/blockquote>\r\nThat\u2019s what I heard just before the agent picked up the phone to help me. Just a one-question survey? Sounds short enough. Sure, I\u2019ll give them an extra minute of my time. So after the call, I stayed on the line. What came right after the call was the promised simple question. It may be one of the best feedback questions I\u2019ve ever heard. I put it right up there with the NPS (Net Promotor Score) question, which I\u2019ll share later. Here it is:\r\n<blockquote><em>\u201cThe next time you call us, would you want the same person to take care of you? Push 1 for yes and 2 for no.\u201d<\/em><\/blockquote>\r\n<!--more-->\r\n\r\nThat\u2019s it. It\u2019s that simple. In one quick question, the customer gets to grade the support rep that took the call. It sums up if the customer was happy and if the agent did their job. No, it doesn\u2019t tell you if the problem was resolved or not, but that question could be for another day. I started to think about other <a href=\"https:\/\/hyken.com\/customer-experience-2\/customer-surveys\/\" target=\"_blank\" rel=\"noopener noreferrer\">one-question surveys<\/a> that can give you a snapshot of what a customer thinks about a company.\r\n<h3>Here are a few questions to get you thinking\u2014and each of these questions can be answered using the keypad of a phone.<\/h3>\r\n<ol>\r\n \t<li>Let\u2019s start with the one that prompted me to write this article: the next time you call us, would you want the same person to take care of you?\u00a0Push 1 for yes and 2 for no.<\/li>\r\n \t<li>The Net Promoter Score: On a scale of one to ten, what\u2019s the likelihood you would recommend us to a friend or colleague?<\/li>\r\n \t<li>Was the question answered or the problem resolved to your satisfaction?<\/li>\r\n \t<li>On a scale of one to ten, how would you rate our customer service?<\/li>\r\n \t<li>On a scale of one to ten, how would you rate the quality of our product?<\/li>\r\n<\/ol>\r\nThe secret to the success of the survey is the simplicity and speed by which the questions can be answered.\r\n\r\nIn the perfect survey world, I like to follow up one of these questions with an open-ended question. Obviously, you can\u2019t answer that on a telephone dial pad, but if you email or text, you can follow up a simple question with a, \u201cWhy did you give us that score?\u201d kind of question.\r\n\r\nI\u2019m often asked by clients how to get more responses from customers who are sent surveys. You now know the secret: <a href=\"https:\/\/hyken.com\/customer-experience-2\/big-trend-customer-experience-cx-convenience\/\" target=\"_blank\" rel=\"noopener noreferrer\">simplicity and speed<\/a>. Just promise that it won\u2019t take a lot of time \u2013 a minute or less \u2013 and watch how many more surveys your customers take.\r\n\r\n<em><a href=\"https:\/\/hyken.com\/\" target=\"_blank\" rel=\"noopener\">Shep Hyken<\/a>\u00a0is a customer service\/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep\u2019s\u00a0<a href=\"https:\/\/hyken.com\/speaking\/\" target=\"_blank\" rel=\"noopener\">customer service and customer experience keynote speeches<\/a>\u00a0and his\u00a0<a href=\"https:\/\/hyken.com\/training\/\" target=\"_blank\" rel=\"noopener\">customer service training workshops<\/a>\u00a0at\u00a0<a href=\"https:\/\/www.hyken.com\/\" target=\"_blank\" rel=\"noopener\">www.Hyken.com<\/a>. Connect with Shep on\u00a0<a href=\"https:\/\/www.linkedin.com\/in\/shephyken\/\" target=\"_blank\" rel=\"noopener\">LinkedIn<\/a>.<\/em>\r\n<a href=\"https:\/\/www.salesforce.com\/form\/signup\/freetrial-service-essentials-help-desk\/?d=7010M000000j4Z7QAI&amp;nc=7010M000000j021QAA&amp;utm_source=theshepardletter&amp;utm_medium=\" target=\"_blank\" rel=\"noopener noreferrer\"><img loading=\"lazy\" decoding=\"async\" class=\"alignright\" src=\"https:\/\/hyken.com\/wp-content\/uploads\/Salesforce-300x214.jpg\" alt=\"\" width=\"300\" height=\"214\" \/><\/a>\r\n<p style=\"text-align: center;\"><\/p>","protected":false},"excerpt":{"rendered":"<p>\u201cPlease stay on the line to answer a short, one-question survey at the end of this call.\u201d That\u2019s what I heard just before the agent picked up the phone to help me. Just a one-question survey? Sounds short enough. Sure, I\u2019ll give them an extra minute of my time. So after the call, I stayed [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":38696,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[6800,6807],"tags":[4718,5483,5968],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.5 (Yoast SEO v22.5) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>The Best Feedback Question - Shep Hyken | Customer Service Expert<\/title>\n<meta name=\"description\" content=\"I stayed on the line. What came right after the call was the promised simple question. It may be one of the best feedback questions I\u2019ve ever heard.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/hyken.com\/customer-service-strategies\/best-feedback-question\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The Best Feedback Question - Shep Hyken | Customer Service Expert\" \/>\n<meta property=\"og:description\" content=\"I stayed on the line. What came right after the call was the promised simple question. It may be one of the best feedback questions I\u2019ve ever heard.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/hyken.com\/customer-service-strategies\/best-feedback-question\/\" \/>\n<meta property=\"og:site_name\" content=\"Shep Hyken | Customer Service Expert\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ShepHykenSpeaker\/\" \/>\n<meta property=\"article:author\" content=\"https:\/\/www.facebook.com\/ShepHykenSpeaker\/\" \/>\n<meta property=\"article:published_time\" content=\"2019-01-30T00:00:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-01-18T20:38:08+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/hyken.com\/wp-content\/uploads\/2022\/11\/Trap-Door-Pass-Fail-CS-250x300.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"250\" \/>\n\t<meta property=\"og:image:height\" content=\"300\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"shephyken\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"shephyken\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/hyken.com\/customer-service-strategies\/best-feedback-question\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/hyken.com\/customer-service-strategies\/best-feedback-question\/\"},\"author\":{\"name\":\"shephyken\",\"@id\":\"https:\/\/hyken.com\/#\/schema\/person\/b92dbe4f9f734f7c0d600fc8014b7fe2\"},\"headline\":\"The Best Feedback Question\",\"datePublished\":\"2019-01-30T00:00:00+00:00\",\"dateModified\":\"2024-01-18T20:38:08+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/hyken.com\/customer-service-strategies\/best-feedback-question\/\"},\"wordCount\":504,\"publisher\":{\"@id\":\"https:\/\/hyken.com\/#\/schema\/person\/b92dbe4f9f734f7c0d600fc8014b7fe2\"},\"image\":{\"@id\":\"https:\/\/hyken.com\/customer-service-strategies\/best-feedback-question\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/hyken.com\/wp-content\/uploads\/2022\/11\/Trap-Door-Pass-Fail-CS-250x300.jpg\",\"keywords\":[\"customer feedback\",\"simplicity\",\"customer surveys\"],\"articleSection\":[\"Customer Service Strategies\",\"App\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/hyken.com\/customer-service-strategies\/best-feedback-question\/\",\"url\":\"https:\/\/hyken.com\/customer-service-strategies\/best-feedback-question\/\",\"name\":\"The Best Feedback Question - Shep Hyken | Customer Service Expert\",\"isPartOf\":{\"@id\":\"https:\/\/hyken.com\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/hyken.com\/customer-service-strategies\/best-feedback-question\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/hyken.com\/customer-service-strategies\/best-feedback-question\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/hyken.com\/wp-content\/uploads\/2022\/11\/Trap-Door-Pass-Fail-CS-250x300.jpg\",\"datePublished\":\"2019-01-30T00:00:00+00:00\",\"dateModified\":\"2024-01-18T20:38:08+00:00\",\"description\":\"I stayed on the line. 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