I've just started a business and I have to say, this thread was very informative.
Does anyone have any suggestions about specific software to use to send out and collect the results of the survey ?

I hope I am not hijacking the thread with this question - I am new to these forums and am not quite sure of all the rules.
If I'm breaking any rules, moderators can please delete my post.

Well, I just type up my surveys in Microsoft Office and send it through mass email using whmcs.

Using surveys after Live Chats and upon ticket resolution is a great idea. You get instant feedback that is directly tied to a specific service/action of your company. It is not gunked up with "general" satisfaction and therefore provide actionable intelligence.

If the customer is dis-satisfied you get to mediate and correct immediately. If the customer is happy, the act of completing the source re-enforces that in the customers mind.

Plus, when agents know that surveys are enable, just the fact of the surveys being in place subconsciously helps them improve their professionalism and performance. It really does work.

For example: We have surveys running after all Live Chats into our Sales department. I have Event Alerts so that if a bad survey is completed I receive an immediate notice via email and TEXT to my BlackBerry. The agent feedback is immediate and performance is improved.

It really is a powerful tool.

Be well,
Jeffrey J. Hardy

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This is a great tool in mind.

Good ole Office always tops it off!

This is actually a good idea to help improve your service while letting your customer know you are interested in their opinion of your service and showing you are looking to improve and deliver an even higher level of service.