What is the most effective method for measuring overall customer satisfaction with the quality of support provided by the support center?

While an annual customer survey can provide useful insights into customer satisfaction, the most effective method for measuring overall satisfaction with the quality of support is ongoing incident surveys. These surveys are conducted immediately after a support interaction and focus specifically on the service received for that particular incident. This allows for timely feedback that can accurately reflect the customer's experience while the details are still fresh in their minds.

Ongoing incident surveys can capture specific aspects of the customer’s experience, such as response time, resolution effectiveness, and overall satisfaction with the interaction, leading to actionable insights for the support team. This continuous feedback loop helps in identifying trends and taking immediate corrective actions, fostering an environment where customer experiences are consistently improved.

In contrast, methods like annual customer surveys may yield valuable information but can be less effective at tracking real-time satisfaction levels and changes in customer perceptions, as they are typically infrequent and may not reflect the immediate experience. Additionally, ticket quality monitoring is important for internal assessments but may not provide a comprehensive view of customer sentiments across various interactions.