surveys so simple your customers will actually take them!
DESCRIPTION
Webinar introducing Simple Survey for Salesforce - Encourage higher than usual response rates by enabling recipients to quickly respond with one click or touch, right from their inbox. Agenda: - Why Conduct CSat Surveys? - How to Improve Response Rate / Best Practices - Simple Survey Demo Install a 21-day free trial today: http://ic.force.com/ssTRANSCRIPT
Surveys so simple your customers will actually take them!
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September 5th, 2013
www.InternetCreations.com
@icsfdc
Agenda
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● 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?
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● 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
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● 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?
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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?
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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:
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● 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
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● 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?
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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
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● Incorporate CSat surveys with your CRM
● Listen, Respond, and Track
● Report on Surveys & Action Taken Routinely
● Be transparent (website and email)
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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
@icsfdc
www.InternetCreations.com
Questions?
Contact Us: http://www.internetcreations.com/contact/Facebook: Facebook.com/WeAccelerateServiceTwitter: @icsfdc