Which questions do we ask in the customer surveys?

You can see which specific questions underlie the results by going to Customer Survey, hovering over the factors, and viewing the questions linked to each factor. You can also go to Customer Survey, select the Results by Factor page, click a factor, and then choose “Show results by question.”

Brilliant often provides ready-made packages of recommended questions that can be used for industry comparisons, as several clients use the same questions. These packages can also be complemented with your own unique questions as needed.

Brilliant’s standard setup for Phone/SMS surveys ⬇️

Thank you for your feedback!
We appreciate your help in making us better.

Time: Responding takes approximately 2 minutes.

How to answer: Press a number from 1 to 5 on your phone, where 1 = worst rating and 5 = best rating.

Survey Questions:

• Response Time [BM] – Were you able to reach a customer representative quickly?

• Engagement [BM] – Did you find the customer representative engaged in the conversation?

• Empathy [BM] – Did the customer representative show understanding of your situation?

• Knowledge [BM] – Did you find the customer representative knowledgeable?

• Resolution [BM] – Did you get answers to your questions and was your issue resolved?

• Ease [BM] – Did we make it easy for you to resolve your issue?

• Overall Satisfaction [BM] – Are you satisfied with the conversation as a whole?

• NPS [BM] – How likely are you to recommend us to a friend or colleague?

Additional NKI Questions:
"Please tell us about your experience with us. What did we do well, and what could we improve?"