It’s tough getting feedback from customers. They’re busy. Distracted. And unless your service is amazing (or awful), most people won’t take the time to give you “meh” feedback. So if you’re going to survey employers or job seekers, you need to make every question count.
Customer service expert Shep Hyken shared several one-question survey options in a recent post, and it got me thinking:
If you could ask your clients or candidates just 1 question to gauge their service experience, what should it be?
Is there a silver-bullet survey question that will magically capture all the insights you need about your CX? Probably not. But the simplicity and speed of a one-question survey can increase response rates – and give you a snapshot of what people think about your staffing or recruiting firm.
Here are a few examples of what you could ask:
- Yes/no survey question: The next time you work with us, would you want the same account manager/recruiter to take care of you?
- The Net Promoter Score question: On a scale of 1 to 10, what’s the likelihood you would recommend us to a friend or colleague?
- Yes/no survey question for a customer with a service issue: Was your question answered or your issue resolved to your satisfaction?
- Customer service rating question: On a scale of 1 to 10, how would you rate our customer service?
Each of these questions has its own merits and applications, but they can all help you quickly gauge your service experience, allowing you to:
- identify patterns and trends in service levels (both positive and negative)
- follow up with dissatisfied customers for service recovery
- collect service experience data to use for internal training or in your marketing
Implementing a more comprehensive staffing CX survey?
Here are my top tips from an earlier post on how to create a killer customer service survey:
- Ask your most important questions first (in case clients don’t take the time to complete the entire questionnaire).
- Offer opportunities for open-ended responses, so that your clients aren’t limited by rating scales or yes/no responses.
- Actively solicit both positive and negative feedback.
- Think like a customer when writing your questions, targeting their biggest “pain points” in staffing and the service you deliver.
- Put the survey where clients will find it. The more “at bats” your survey has, the higher your response rates will be.