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A CRM survey is undoubtedly an important tool for a brand. It helps you understand your customers’ perspectives and engage with them better. However, if your surveys fail to relate to your audience, they won’t serve its purpose of collecting quality responses and actionable information.
Now the question arises: How to create surveys that actually serve that purpose? The answer is an efficient CRM survey module. There are a number of CRM survey modules available but there are factors you need to consider to make an ideal choice. We’ve listed them below. Qualities of an Ideal CRM Survey Module
Let’s take an example to understand how it works. Let’s say that you have a different set of questions each for your first-time customers and repeat customers. Obviously, you won’t want a first-time customer to view or answer a question specifically for a permanent customer. Or vice-versa. And that’s where Skip Logic comes in. The very first question of this survey will be something like ‘Shopped at our store for the first time?’. Based on ‘YES’ or ‘NO’ from the respondent, the survey will redirect them to the next relevant question. This is just an introductory example of ‘Skip Logic’. You can branch questions based on conditions to make it more relevant further.
For instance, if you have specified the purchase of a product as an event, CRM will auto-trigger a survey after a customer makes a purchase. This survey can help you understand how the customers found the overall purchase flow. Moreover, it saves you from the hassle of having to keep track of sending a survey to every customer after any such event. With the ability to gather much essential feedback from customers at the right time, you can stay on top of the management of your customers’ satisfaction and needs.
Generally, it is a single question survey where you ask customers to give a rating to your products/services between 1 and 10. Customers giving ratings up to 6 are ‘detractors’, 7 or 8 ‘passives’, and above 8 ‘promoters’. The total count of promoters is your Net Promoter Score. It helps you know your brand’s image. And further, help make strategies more effective to convert passives and detractors into promoters. Sometimes, you can also include an additional open-ended question to ask customers for their suggestions for improvement, if any. In a NutshellSending surveys is a highly valuable means to collect customers’ viewpoints. But a good survey demands a good CRM survey module based on your CRM with features discussed above. For example, if you Sugar CRM then you can opt for the SugarCRM survey module. Only after ensuring your survey module has all these features, your surveys can become a standout. Summary: Sending surveys is not enough to get the results you want. You want to be equipped with features like skip logic, data piping, and more. Read more to learn why… |
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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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