surveys so simple your customers will actually take them!

Surveys so simple your customers will actually take them!

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September 5th, 2013

www.InternetCreations.com

@icsfdc

Agenda

www.InternetCreations.com

● Why Conduct CSat Surveys?

● How to Improve Response Rates

● Additional Best Practices

● Simple Survey Demo

● Q&A

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Why conduct CSat surveys?

www.InternetCreations.com

● Guage customer sentiment

● Increase customer loyalty & engagement

● Sales intelligence / account planning

● Target training and professional development

● Recognize and reward

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Ignorance is not Bliss

www.InternetCreations.com

● Customers have voices that are loud and far reaching

● Customers want to be heard

● You need to listen and respond first so that customers are not compelled to turn to Twitter, Facebook, etc.

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Guage Custom Sentiment

www.InternetCreations.com

@icsfdc

Increase Loyalty & Engagement

www.InternetCreations.com

@icsfdc

Sales Intelligence / Account Planning

www.InternetCreations.com

@icsfdc

Target Training / Professional Development

www.InternetCreations.com

@icsfdc

Recognize and Reward

www.InternetCreations.com

@icsfdc

Poll: How Long Do Your Surveys Take?

www.InternetCreations.com

Results from webinar participants:

● 15 sec - 1 minute: 28%● 1-5 min: 33%● 5+ min: 11%● we do not currently send surveys: 28%

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Poll: What is Your Response Rate?

www.InternetCreations.com

Results from webinar participants:

● Less than 5%: 24%● 6 - 15%: 18%● 16 - 30%: 6%● More than 30%: 12% ● I don’t know: 41%

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How to improve response rates:

www.InternetCreations.com

● Keep it short & simple

● Timing is everything

● Set expectations

● Don’t over-survey

● Don’t just listen, respond

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Keep it Short & Simple

www.InternetCreations.com

@icsfdc

Timing is Everything

www.InternetCreations.com

● Survey while the experience is fresh

● Some delay is good

● Respond promptly

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Set Expectations

www.InternetCreations.com

● Decisions are made in <10 seconds

● “Brief” is relative

● “1 Click” or “1 Minute” improves response

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Don’t Over-Survey

www.InternetCreations.com

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Don’t Just Listen, Respond

www.InternetCreations.com

● Customers are more likely to “speak” if they know you are listening

● Positive surveys deserve responses too

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Poll: What Would Improve Your Response Rate?

www.InternetCreations.com

Results from webinar participants:

● Shorten survey length: 25%● Adjust timing: 25%● Avoid over surveying: 6%● Provide more responses 6%● All of the above: 38%

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Additional Best Practices

www.InternetCreations.com

● Incorporate CSat surveys with your CRM

● Listen, Respond, and Track

● Report on Surveys & Action Taken Routinely

● Be transparent (website and email)

@icsfdc

Incorporate CSat Surveys with CRM

www.InternetCreations.com

@icsfdc

Listen, Respond, and Track

www.InternetCreations.com

@icsfdc

Report on Surveys & Action Taken

www.InternetCreations.com

● Schedule Reports/Dashboards

● Use workflow for immediate notification

● Incorporate into management and staff meetings

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Be Transparent

www.InternetCreations.com

@icsfdc

Simple Survey Demo

www.InternetCreations.com

AppExchange Listing: http://ic.force.com/ss

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www.InternetCreations.com

Questions?

Contact Us: http://www.internetcreations.com/contact/Facebook: Facebook.com/WeAccelerateServiceTwitter: @icsfdc