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A CRM survey undeniably holds importance for any company. It not only helps you understand your customers’ perspectives and engage with them better but also helps you tweak your product(s)/service(s) accordingly. However, if your surveys are not relatable for your audience, they may not be able to collect valuable and actionable insights.
Therefore, a CRM survey should be relatable and engaging for the audience to drive high response rates and gather valuable insights for you. Let’s understand what all advanced survey features you should look for while choosing a CRM survey module to make surveys engaging.
There are two types of data piping in a survey:
Let’s take an example to understand how it works. Let’s say that you have a different set of questions each for working people and retired people. Obviously, you won’t want a working person to view or answer a question specified for a retired person. Or vice-versa. And that’s where Skip Logic comes in. The first question of this survey can be something like ‘What is your working status?’. Based on ‘Working’ or ‘Retired’ from the respondent, the survey will redirect them to the next relevant question. This is just an introductory example of ‘Skip Logic’. You can use skip logic in surveys to branch questions even further.
For instance, if you have specified a customer service call as an event, CRM will auto-trigger a survey after a customer is through with the call. This survey can help you understand how satisfied your customer support service call has been for that customer. Moreover, such automated surveys help you get rid of the hassle of tracking every such event post which you need to send a survey. With instant and real-time feedback from customers, survey automation can keep you in full control of your customers’ satisfaction levels and needs.
The second question is generally an open-ended follow-up question that asks customers the reasons behind the ratings they gave. You can further personalize NPS survey questions based on ratings. For example, if a respondent gives a score 5, you can ask, “What did you find disappointing or lacking in your experience with us?” In case a person gives you a high rating of 9, you can thank him for it and include a more personalized question as “What did you like the most about our product(s)/service(s)/brand(s)? Such personalized survey questions won’t only help you know your brand image in people’s minds but also help you strategize your further actions accordingly for maximum customer satisfaction. 6. Survey Templates Ready-to-use survey question templates help accelerate your process of creating surveys by saving you time in framing questions - especially when finding the right questions for a survey is hard for you. A SugarCRM survey module or any other can help you create a survey based on your purpose and requirements like Product survey question templates, event feedback templates, parent feedback survey templates are a few examples of survey templates. In a Nutshell Sending surveys is a surefire way to collect better insights into customers’ viewpoints. However, surveys should be engaging and relevant enough to collect quality responses in high numbers. For that, you should always look for a CRM survey module with all the above-discussed features. Only then will your surveys stand out and help drive responses and sales. Summary: Merely sending surveys doesn’t help get quality responses. Read on to know the features like data piping, skip logic, survey reporting, and more that you must have... |
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Appjetty is a digital software products store specializing in extensions, plugins and apps for host of software platforms like Magento, WordPress, SugarCRM, SuiteCRM, Odoo, Dynamics CRM, etc. Archives
January 2021
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