When customers see their report on the screen, there will be a text and voice prompt asking them to fill out a short customer service form.
Atlanta, GA (PRWEB) February 06, 2013
FamilyHistory.us.org has changed their order platform so that after customers receive the documents they have requested, they will be required to fill out a customer service survey before they click off the page.
“We want to have an accurate way to track how customers feel about our service,” said company spokesman Josh Fraser. “Waiting to see if customers contact us because they are happy simply gives us anecdotal instead of direct data.”
When customers see their report on the screen, there will be a text and voice prompt asking them to fill out a short customer service form, company officials said. Once that form has been filled out, they will be able to click off the page and into the members area or search for another report.
“This should give us real-time data about what we are doing well,” Fraser said, “as well as let us know where we can improve the service we offer our customers. Overall, it should be a positive experience for both customers and our staff.”
Management is being trained in how to read and respond to the customer feedback forms, he company said.
“Obviously, if someone had a problem we will get in touch with them right away to fix it,” Fraser said. “And if they were very happy with our service, we will pass that along to the customer service representative who helped them.”
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