University Customer Service Module: Sampling Methods Report

This report provides a literature review on customer service sampling methods, focusing on how businesses gather customer feedback. It explores various techniques, including customer satisfaction surveys, in-app surveys, post-service surveys, and long email surveys. The report delves into quantitative methods like Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS), along with Customer Effort Score (CES), which is a qualitative method. Additionally, it discusses social media monitoring as a means to understand customer needs and brand perceptions. The report references several studies to support the analysis of these methods, highlighting their applications and importance in understanding customer satisfaction and loyalty. The report includes a detailed overview of each method, offering insights into their implementation and effectiveness.

Running head: SAMPLING METHODS
SAMPLING METHODS
Name of Student
Name of the University
Author Note

1SAMPLING METHODS
Table of Contents
Literature review on Customer service “sampling methods”..............................................2
Customer satisfaction survey...........................................................................................2
In app surveys..............................................................................................................2
Post service surveys.....................................................................................................2
Long email surveys......................................................................................................2
Customer satisfaction score CSAT..................................................................................2
Net Promoter score..........................................................................................................3
Customer effort score......................................................................................................3
Social media monitoring..................................................................................................3
References............................................................................................................................4

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Literature review on Customer service “sampling methods”
Customer satisfaction survey
The customer satisfaction survey is conducted for the purpose of helping businesses in
understanding what the customers think about their products and services and also their brand.
In app surveys
In order to provide ease to the respondents, they can be allowed to take part in the
customer satisfaction survey from any place with the help of in app surveys (Kauppinen, 2018).
There are a number of mobile applications available for the purpose of measuring the level of
customer satisfaction.
Post service surveys
The post service surveys helps in identifying the satisfaction level of the customers
immediately after they have been served in order to understand whether the customers are happy
with the products and services or not.
Long email surveys
An invitation survey mail is sent to the customers so that they take part in the long email
surveys. Moreover the invitation mail is drafted in such a way that the customers do not consider
it to be a spam message. The customer satisfaction survey is quantitative method of data
collection (Loredana & Gabriel, 2018).
Customer satisfaction score CSAT
One of the most straight forward methods of customer satisfaction survey includes the
CSAT or the customer satisfaction score. It helps in understanding the satisfaction of the

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customers through their purchase, business and interactions. The term CSAT is an acronym for
customer satisfaction and it measures the satisfaction of the customers with a particular product
or service. And the CSAT score is used along with other tools of management for understanding
the customers satisfaction and loyalty towards a product or company. It is a quantitative research
method.
Net Promoter score
The net promoter score is a management tool that is used to estimate the level of loyalty
for the company’s customer relationships. Therefore it acts as an alternative to the research
methods of customer satisfaction and is therefore correlated with the revenue growth. U other
words it helps in understanding the loyalty of the customers towards the products and services of
the company. It is a qualitative research method.
Customer effort score
The customer’s effort score is a type of the customer satisfaction survey that is used for
understanding the ease of using the produces and services of the organization (Mansor et al.,
2018). Therefore this method asks the customers to rate their experience as either very difficult
or very easy based on their ease of dealing with the goods and services of the company. This
method helps in getting qualitative feedbacks from the customers.
Social media monitoring
The social media monitoring or the social listening helps businesses in understanding the
needs of the existing customers (Wallace, 2020). Moreover this method goes beyond the
conventional method of survey for measuring the level of customer satisfaction. It has also been
found out that social media is used by customers for customers service. And it is also used as one

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of the best methods for understanding the customers satisfaction with a company’s brand.
Moreover through this technique, the company will be able to identify the important concerns of
its customers and therefore take proper actions to overcome the same.

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References
Kauppinen, M. (2018). A customer satisfaction survey: a case study of Company X.
Loredana, D., & Gabriel, D. (2018). Customer Satisfaction Survey to Tourist Destination Baile
Herculane. Ovidius University Annals, Economic Sciences Series, 18(2), 417-421.
Mansor, S. N., Mostafa, S. A., Mustapha, A., & Darman, R. (2018, August). An Emotional
Agent for the Analysis of Customer Satisfaction Surveys. In 2018 International
Symposium on Agent, Multi-Agent Systems and Robotics (ISAMSR) (pp. 1-6). IEEE.
Wallace, L. K. (2020). Customer feedback—how to get it. College & research libraries
news, 55(2), 64-67.