Frequently Asked Questions
For entrants:
- We do our own in-house surveys, why do we want to do this one?
- We already use a 3rd party for customer satisfaction surveys
- How long does it take to receive certification?
- How long is the certification valid for?
- What exactly do we get if I get certified?
- If we don’t get certified, do we find out why?
- Is this based on certain statistics?
- How does the voting work?
- How do I encourage my customers to come to give-us-feedback.com?
- What is the podcast for winners?
- How are votes validated?
- How soon after entering can I start the voting process?
- Can I enter at anytime throughout the year?
- How do I receive my scores?
- Is there an award ceremony?
- Can I use the logos to show we are certified?
- How do I pay?
- If we enter 2 or more regions do we get certified for each one?
- Can we print off the scores and feedback?
- How will this help my business?
- How can I advertise this to my customers?
- Can our marketing agency enter on our behalf?
- If we sign up for a 12 month program, do we get the certification?
- When will certification awards be given out?
- If we sign up just for one survey can we use the Customer Satisfaction Certification logo?
- Can we see who gave feedback?
- How do we receive the reports?
- Can I cancel if I sign up for a 12 month program?
For buyers of industry solutions:
- Is this a guarantee that the winners will provide outstanding service to me as a customer?
- I have received poor service from a winner, how can they win an award?
- How do I report poor service?
- How do we know you aren’t giving every company certification?
- Is this a fair process?
- Will my comments be passed to the company I am giving feedback to or any other company?
Answers
For entrants:
- We do our own in-house surveys, why do we want to do this one?
You already know the value of measuring customer satisfaction. Participating in the Customer Satisfaction Certification program adds value to your current initiatives by adding 3rd party validation, it's 100% unbiased, secure for customers to 'speak' their mind, easy to administer and run, and lastly, you have the opportunity of earning a certification award to showcase your customer satisfaction achievement.
- We already use a 3rd party for customer satisfaction surveys
There are some great service providers out there for sure. With our program you benefit from the possibility of earning a certification by a recognized industry leader.
- How long does it take to receive certification?
There is no standard time frame. The key factor is entering the program as soon as possible and inviting customers to give you feedback. As soon as we have sufficient feedback, we can give you your score. If you meet the minimum 80% scores across the minimum number of customers you will receive certification. Note, we do some checks to ensure all the feedback is valid i.e. from valid customers. Then within 4 weeks of confirmation you will receive your certification award.
- How long is the certification valid for?
It's valid for the year in which it is received. However the fact that you won it in any one or more given years, is a testament to the value you place on customer satisfaction and is an endorsement of your ability to meet the needs of your customers.
- What exactly do we get if I get certified?
In addition to the stats you will receive to help you continue to understand how you are perceived by your customers, you will receive a certificate and logo to use in marketing. We have plaques available at $95 plus shipping at cost. We are also creating banners that you can hang in your company and badges you can wear at trade shows and other events.
- If we don’t get certified, do we find out why?
One of the valuable outputs of this program is the data. You will see how your customers score you across over 35 areas. The data is broken down by question and you will see where you are perceived as high or low by customers. This invaluable data will assist you in focusing your efforts to achieve higher levels of customer satisfaction and the opportunity to earn certification.
- Is this based on certain statistics?
Yes. The program is based on over 35 metrics that we survey your customers on. In addition, to earn certification you will need to meet the requirements in terms of the number of customers polled. This is based on a statistical formula to ensure a low margin of error.
- How does the voting work?
To help your customers, we have kept the voting easy. All customers come to our webpage where they will select your company from the list of available companies to give feedback to. At this stage the customer will then be presented with a series of questions – there are over 35 which require a simple check. We then ask them for some verbatim feedback and lastly ask for details that will allow us to verify they are customers. They are then placed into a free draw for a $100 American Express voucher/gift card. We tally all the results up for your company and when you have enough votes we allow you to access the data.
- How do I encourage my customers to come to give-us-feedback.com?
There are tools built into the program to help you. You can use our email tool to advise customers you are in this program and you can directly approach them as well – we provide you with special links and ID’s. You can also offer incentives such as prize draws and we will gladly select a winner for you randomly so that all your customers who voted can remain anonymous.
- What is the podcast for winners?
We will interview the CEO of all certified companies and ask them about the value of customer service and other related questions. This will be recorded and available to all 115,000 members of ContactCenterWorld.com
- How are votes validated?
We use a number of proprietary techniques to ensure only customers can vote.
- How soon after entering can I start the voting process?
As long as your program is paid for and verified by ContactCenterWorld.com, you can start immediately.
- Can I enter at anytime throughout the year?
Yes. This program allows you to enter at any time.
- How do I receive my scores?
We have built an easy-to-use tool that shows you all the results graphically and all verbatim feedback is available in a summary format by question. You can print off the data to share with corporate executives and, if you elect for 2 or more surveys per annum, you will also be able to view trend analysis so you can see what may have changed in the eyes of your customers.
- Is there an award ceremony?
Because this is an ongoing program, we do not have a formal ceremony, however we are more than happy to offer you the chance to receive your award certificate in front of our members at one of our conference gala dinners – we hold 4 each year around the world. There is no extra charge for this except for the dinner ticket cost. This is a great way to showcase your achievements in front of potential customers. At the time you receive an award we will also publish a press release announcing your certification.
- Can I use the logos to show we are certified?
Absolutely. This is a valuable way to showcase your customer satisfaction performance.
- How do I pay?
When you register there is a payment link that you can click on to download a fax form. You can also pay online. Details are available when you register.
- If we enter 2 or more regions do we get certified for each one?
Yes. Certification is based by region so you will need to meet the minimum in each region to receive the respective certification.
- Can we print off the scores and feedback?
Absolutely. This way you can share the data with colleagues.
- How will this help my business?
There are so many reasons! You get customer feedback. You can share this feedback. You can act on it. You can earn certification. Your customers will value the importance you place on customer satisfaction. You can adjust your service proposition to enhance your customer satisfaction. If you earn certification you can showcase to existing and potential customers.
- How can I advertise this to my customers?
You will receive a logo which you can add to all marketing materials, your website, even email signatures. You can send out press releases and direct them to review the podcast with your CEO on our site.
- Can our marketing agency enter on our behalf?
Yes, however they will need approval from you and they must also provide us with the details of their senior contact at your company.
- If we sign up for a 12 month program, do we get the certification?
You earn certification if at any time in the 12 month period your customer satisfaction scores are at 80% or above.
- When will certification awards be given out?
Awards are given out continually - to earn a certification award you have to be in the program for a minimum of 28 days and score 80% or more in the survey. At this point you will earn certification for that year and you will be sent a logo to showcase your achievement.
- If we sign up just for one survey can we use the Customer Satisfaction Certification logo?
Yes you can, if you achieve the minimum standards. However, we recommend you sign up to at least 2 surveys per annum to give you ongoing feedback from customers.
- Can we see who gave feedback?
You will only see the aggregate scores and verbatim comments. You will not see individual scores under any circumstances. This ensures the integrity and confidentiality of the program.
- How do we receive the reports?
The reports are available to anyone you designate as an administrator of your program. They can check real time results and print out and share results for your executive board to review.
- Can I cancel if I sign up for a 12 month program?
The program is a 12 month program. Once you have started, you can decide to pull out of the program. At this stage there will be no refunds. The initial fee includes a one-time set up fee per company so should you restart, there is no set up free payable again.
For buyers of industry solutions:
- Is this a guarantee that the winners will provide outstanding service to me as a customer?
Any company who displays an authentic and verifiable Certified Customer Satisfaction logo from ContactCenterWorld.com (a list is available on give-us-feedback.com) has demonstrated that at the time they were certified, they achieved the minimum standards. It is not a predictor of future behavior on the part of the company and we suggest that you continue to conduct all the typical due diligence activities as with any supplier.
- I have received poor service from a winner, how can they win an award?
The award is based on meeting 80% or higher in customer satisfaction which is deemed world class performance. We are sorry to hear about your persona experiences and would encourage you to use give-us-feedback.com to give them feedback. Unfortunately we cannot assist with any disputes.
- How do I report poor service?
Just give them feedback using the form on our site.
- How do we know you aren’t giving every company certification?
Achieving certification is based on statistical models to ensure that there is a high confidence rating. To earn certification each company has to meet the minimum high standards.
- Is this a fair process?
Absolutely – it's based on feedback from customers and we have no influence in the process. Any company who meets these standards has proven they have satisfied customers.
- Will my comments be passed to the company I am giving feedback to or any other company?
Your scores and comments will be merged in with others for the same company so no one will be individually identified. Your data is kept confidential and only ContactCenterWorld.com, the awarding body will have your personal information and it will not be passed on to anyone.
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