Do your service reps have the appropriate skills and resources to effectively resolve customer issues? The Gartner Rep Experience Survey provides you with a health check of your organization’s effectiveness on the metrics that directly influence rep performance.
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The Rep Experience Survey
Customer service and support leaders can use the Rep Experience Survey to:
Understand the challenges reps face across 4 modules
Coaching Effectiveness
Obtain detailed insights into your reps’ perceptions of their managers’ coaching effectiveness.
Rep Productivity With Systems and Tools
Gain a better understanding of how reps perceive the usability and effectiveness of systems and tools required to complete their jobs.
Rep Disengagement and Burnout
Measure the key causes of rep disengagement that are increasing costs and leading to poor customer experience.
The Remote Work Environment
Evaluate reps’ experiences with working from home and the support they receive within the remote work environment.
What you get
Vetted set of questions
A curated list of questions helps you gain valuable insight on the drivers of coaching effectiveness and productivity.
Ongoing Access
Gain access to updated benchmarks, new content for future use and new comparisons.
Action Planning
Gartner Research & Advisory services are available to help you develop an action plan.
Robust Reporting
Segmentation, time trending, analysis and manager-level reporting give you a deeper understanding of metrics from various perspectives in the service organization.
Related insights
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