Discovering CX Transformation
10 Survey Tooling Mistakes & How to Avoid Them EPS #28
Join the Champions League of Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/
For timestamps see below.
You use this tool to send your customer and employee experience surveys
but you struggle getting the best out of the insights it provides…
Listen to this podcast for 10 very clear pointers on how to manage to get the best value out of it.
The 10 topics that are discussed:
- Short Survey Religion
Nowadays it’s very common to ask a customer one question followed by an open text for feedback. But does this provide the insights you need to improve structurally and effectively? - Maximize Measurements
Many different touchpoints are measured, all of which together form a customer journey. Zanna explains why these measurements do not provide you with the right insights and how you can do this differently. - Tricky Templates
Tooling parties often have templates available for sending surveys. A copy of this can be quickly made, but these are not necessarily templates that will give you the insights you need. - Continuous Measuring
Zanna explains what is the best moment to send your measurement and why it’s useful not to continuously analyze measurements. - Sexy Dashboarding
Visually attractive dashboards are of course great for drawing attention to the insights you have obtained. But don't lose sight of the fact that the ultimate goal is to do something with this information, not to keep analyzing. - Individual Feedback Customers
In a simple calculation, Zanna shows the impact of responding to individual customer feedback. *Spoiler alert!* The impact is probably much lower than you thought. This doesn't mean you should stop doing this, but it does put it into perspective. - Individual Feedback Employees
Zanna & Miranda discuss how to ensure that individual feedback at employee level provides a fair picture. - No Place to ‘Land’
Always make sure that there is someone who will do something with the insights from the measurement you send. Why else would you measure? - Complex IT integrations
Are you on hold to send your surveys due to complex IT integrations? Be pragmatic and start measuring to add value to the organization while IT integration is being worked on in the background. - Response Rate Fetisj
The response rate sometimes seems like a holy grail. Zanna explains for you how much response you really need to gain good insights.
Enjoy the podcast!
(02:13) Short Survey Religion
(04:53) Maximize Measurements
(06:35) Tricky Templates
(08:02) Continuous Measuring
(10:37) Sexy Dashboarding
(14:00) Individual Feedback Customers
(16:41) Individual Feedback Employees
(18:02) No Place to ‘Land’
(19:54) Complex IT integrations
(20:55) Response Rate Fetish
Join the Champions League of Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/
For timestamps see below.
You use this tool to send your customer and employee experience surveys
but you struggle getting the best out of the insights it provides…
Listen to this podcast for 10 very clear pointers on how to manage to get the best value out of it.
The 10 topics that are discussed:
- Short Survey Religion
Nowadays it’s very common to ask a customer one question followed by an open text for feedback. But does this provide the insights you need to improve structurally and effectively? - Maximize Measurements
Many different touchpoints are measured, all of which together form a customer journey. Zanna explains why these measurements do not provide you with the right insights and how you can do this differently. - Tricky Templates
Tooling parties often have templates available for sending surveys. A copy of this can be quickly made, but these are not necessarily templates that will give you the insights you need. - Continuous Measuring
Zanna explains what is the best moment to send your measurement and why it’s useful not to continuously analyze measurements. - Sexy Dashboarding
Visually attractive dashboards are of course great for drawing attention to the insights you have obtained. But don't lose sight of the fact that the ultimate goal is to do something with this information, not to keep analyzing. - Individual Feedback Customers
In a simple calculation, Zanna shows the impact of responding to individual customer feedback. *Spoiler alert!* The impact is probably much lower than you thought. This doesn't mean you should stop doing this, but it does put it into perspective. - Individual Feedback Employees
Zanna & Miranda discuss how to ensure that individual feedback at employee level provides a fair picture. - No Place to ‘Land’
Always make sure that there is someone who will do something with the insights from the measurement you send. Why else would you measure? - Complex IT integrations
Are you on hold to send your surveys due to complex IT integrations? Be pragmatic and start measuring to add value to the organization while IT integration is being worked on in the background. - Response Rate Fetisj
The response rate sometimes seems like a holy grail. Zanna explains for you how much response you really need to gain good insights.
Enjoy the podcast!
(02:13) Short Survey Religion
(04:53) Maximize Measurements
(06:35) Tricky Templates
(08:02) Continuous Measuring
(10:37) Sexy Dashboarding
(14:00) Individual Feedback Customers
(16:41) Individual Feedback Employees
(18:02) No Place to ‘Land’
(19:54) Complex IT integrations
(20:55) Response Rate Fetish