[live webinar] product demo - 3 use cases that will make you look smarter

Qualtrics Product Demo3 Use Cases That Will Make You Look

SMARTER

May 23, 2013

Megan ChristensenProduct Specialist

Your HostsGrant HibbertProduct Specialist

95/100 Top Business Schools – 1,300 Universities

Over 5,000 Clients

Over 1 Billion Surveys Sent in 2012

What are People Doing with Qualtrics?

• Satisfaction Surveys

• Product/concept Testing

• Event Registration

• Market research

• Employee feedback

• Academic research

• Website feedback

Agenda:

Satisfaction Surveys

Product/Concept Testing

Event Registration

1. Satisfaction SurveysWhy Understanding Satisfaction Matters

1. It costs far less to retain a happy client than to acquire a new one

2. Companies that focus on customer satisfaction financially outperform the market

Stock Price Change Over Time*

*Beating the Market with Customer Satisfaction, Christopher W. Hart, Harvard Business Review, March 2007

1. Satisfaction SurveysWhy Understanding Satisfaction Matters

Can you easily answer these questions?

• How satisfied are your customers with your product or service?• What do potential clients think about your prices?• How well is your customer service team delivering customer service?• How satisfied are your direct reports with your management style?• What do your colleagues enjoy/dislike about their work?• Why do clients stop doing business with you?• How is your NPS score trending over time?• Why do your colleagues leave your company?

How to Approach Satisfaction Surveys

1. Transactional Satisfaction• Satisfaction at a given time of delivery

2. Periodic Satisfaction Surveys• Occasional snapshot of expectations for a specific

group3. Continuous Satisfaction Measurement

• Management to keep quality high (benchmark)

1. Satisfaction Surveys

“We have a sophisticated website and need to ensure that we are giving customers the best possible experience. With Qualtrics, we can gather more types of consumer insight than we could before and with high quality surveys that match our brand.”

Bonnie Penzien, Consumer Insights Analyst, eHarmony

PRODUCT DEMO

Essential Features:

Adding Questions

Automatic Choices

Display Logic

2. Product/Concept TestingWhat is concept testing?

How people, without prompting, interpret an idea or new product or service.

"From the way our team executed the holiday business, with the right inventory and right manufacturing, we built the right stuff, the right products and our marketing was right. The whole company fired on all cylinders.”*

- Craig Johnson, CEO, Harry & David

*Harry & David has a good year. Mail Tribune, September 06, 2012 by Greg Stiles

PRODUCT DEMO

Essential Features:

Insert Media

Essential Features:

Randomization

Essential Features:

Preview Survey

3. Event RegistrationWhen should you do an event registration?

Keep in Mind

1. Pre-event Survey

2. RSVP3. Follow-Up

Survey

Anytime people gather, it’s an event…

PRODUCT DEMO

Essential Features:

Answer Choice Logic

Essential Features:

Quotas

Essential Features:

Email Triggers

Essential Features:

Piped Text

Thank you for attending!To learn more about these use cases and Qualtrics check out:

• Qualtrics Website www.qualtrics.com

• Qualtrics Blog www.qualtrics.com/blog

• Qualtrics University www.qualtrics.com/university

• Customer Wall www.qualtrics.com/customers