Survey Deployment

Overview

CustomerSat Enterprise™ systems enable you to conduct surveys using multiple data collection channels at the same time. All channels support key features of CustomerSat Enterprise, including real-time analytics, filters, action alerts, and action management:

Analytics, Filters Action Alerts Action Management Touch Rules Web         Email Invitations Web Surveys In-store Receipt to Web Survey Phone         Phone Interviews Interactive Voice Response (IVR) * Automatic Speech Recognition (ASR) * Paper         Paper Questionnaires, Third-party CATI, and other Imported Data N/A

Note: A checkmark indicates that the Enterprise feature is available to the feedback collection channel.
*Touch rule support provided through email invitations.

In addition to survey deployment options, this page also covers Stakeholder Descriptors (personal and categorical variables describing survey invitees that are used for personalizing communications with the invitees, analyzing survey results, and facilitating responsive action).

Email Invitations

CustomerSat provides comprehensive tools for managing all email communications with potential respondents:

• Invitations
• Reminders
• Acknowledgements
• Follow up

All email communications can be personalized to increase respondent engagement and response rates. Any number of variables describing each respondent such as name, account number, and case number may be used to personalize invitations. The timing of each form of email communication can be set up for automatic deployment.

All email communications can also be customized to the language of choice for each respondent. Double-byte languages such as Japanese and Chinese and single-byte languages such as German and French are supported.

CustomerSat uses Positive Respondent Identification™ (PRI) technology to eliminate the possibility of “ballot stuffing” by respondents. Each invitation contains the survey Web address with an encrypted embedded ID code that is uniquely generated for each respondent. Before a respondent may access the survey, the code is checked against a database to ensure that it 1) is valid, and 2) has not previously been used.

Personalized email invitations, even those using PRI, may be sent by and from either CustomerSat or you. CustomerSat Enterprise lets you easily generate the files required by your email management system and gives you full control over the content of those files. CustomerSat Enterprise enforces the PRI control when invitees respond.

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Web Surveys

Web surveys give you real-time understanding of your customers’ experiences on your site. At any desired points of their visits – from initial entry, to completing an action, and to final exit – visitors can provide direct and instantaneous feedback, allowing the right people in your organization to respond immediately, if necessary.

Through all CustomerSat web surveys, when visitors access specific Web pages, sections, or exit your site, an invitation appears asking them to take a short survey, which they can accept or decline at a click of the mouse. You control sampling rules to ensure that PopUps are minimally intrusive to your visitors. Cookies ensure that visitors are not invited more frequently than the time interval you specify.

PopUp-on-Exit® surveys appear as visitors exit your site – after they have completed their browsing, e-commerce, or other business. Survey results thus reflect their complete Web experiences. Using highly efficient, patent-pending technology, PopUp-on-Exit® requires simple code installation to just one page of your site – not all of your pages – minimizing web site maintenance and impact on your IS staff.

CustomerSat Professional Services can help you determine how and where on your site to deploy PopUp surveys for best results.

Web Surveys Drive Action, Save Customers

When visitors’ ratings fall outside of acceptable ranges, CustomerSat automatically delivers email alerts to the right employees for immediate action or acknowledgement. Web site visitors whose concerns are addressed promptly are most likely to convert from at-risk to loyal. If desired, CustomerSat action management can generate cases from alerts to ensure issues are addressed to the customer’s satisfaction within a designated deadline.

With CustomerSat web surveys, your organization – web operations, content development, marketing, and e-commerce – can share analytics and intelligence that provide invaluable insight into your visitors’ attitudes and intentions. All feedback can be integrated into your website management, CRM, or other IT systems. CustomerSat empowers your service representatives to personalize interactions, marketing professionals to create individualized offers, and executives to drive changes that build long-term customer relationships.

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In-store Receipt to Web Survey

"Receipt-to-Web Surveys" enable in-store purchasers to provide feedback by going to URLs and keying-in unique ID codes printed on their receipts. When the respondent keys in the ID code, detailed information about the customer and transaction is retrieved from a database. This data can then be:

• Displayed in the survey to remind the respondent what they bought and where they bought it
• Stored as hidden variables for analysis, for example, seeing satisfaction by store
• Used to provide contact information for alerts and cases

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Phone Interviews, Interactive Voice Response (IVR), and Automatic Speech Recognition (ASR)

CustomerSat systems enable you to gather survey responses by multiple voice methods: phone interviews, Interactive Voice Response (IVR), and Automatic Speech Recognition (ASR).

By integrating voice and online data collection, CustomerSat solutions make your call center more productive and efficient. Personalized email invitations can be sent automatically to those individuals for whom email addresses are available. Individuals not responding to email invitations within a specified number of days, or for whom email addresses are not available, can be automatically scheduled for calling. CustomerSat solutions support predictive and other automated dialing systems.

Phone interviewers can 1) request email addresses of individuals called; 2) invite them to complete surveys online; 3) conduct interviews by phone; or 4) any combination of the above. All CustomerSat touch rules, survey controls including skipping and suspending, analytics, alerts, and automated actions apply to responses gathered by either means. For maximum productivity, when an individual’s phone number is dialed, a browser window containing the interviewer script and customized survey for that individual is automatically opened on the interviewer’s screen when the call is answered. Surveys that have been suspended may be resumed at any time, starting from the point left off.

IVR and ASR surveys often use toll-free numbers which individuals invited to be surveyed can call at any time of day or night. Respondents can speak or key in ID codes such as account numbers, enabling CustomerSat systems to associate any number of stakeholder descriptors with survey responses. If email invitations are used to invite IVR or ASR respondents, CustomerSat touch rules can be used to control sampling.

Customizable reports allow managers to monitor:

• Surveys pending and surveys completed by data collection channel
• Surveys completed by interviewer, region, branch, market, product, or any other segmentation
  • Call history
  • Number of call attempts per respondent
  • Other surveys each individual being surveyed has completed
• Date and time each next call attempt should be made.
  

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Paper Questionnaires, Third-party CATI, and other Imported Data

Feedback gathered by paper questionnaire, third-party computer-aided telephone interviewing (CATI) systems, mall intercept, kiosk, or any other means can be imported into CustomerSat Enterprise in a variety of formats and combined with responses gathered by any other means. Respondent descriptors associated with each response may be imported as well. Except for touch rules, all CustomerSat Enterprise features, including analytics, filters, and actions, are supported.

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Stakeholder Descriptors

Stakeholder descriptors, variously known as respondent descriptors, response descriptors, and uploaded variables, play a central role in CustomerSat Enterprise. These variables categorize customers, employees, and other stakeholders invited to respond to the survey. They may be uploaded into Enterprise using Connect™ or Connect360™. There is no limit to the number of stakeholder descriptors Enterprise can support.

There are two types of stakeholder descriptors: personal and categorical. Personal descriptors include the stakeholder’s name, company name, and contact information. Categorical descriptors include geographical region, department, vertical market, number of years as a customer, services ordered by client, and level of client support contract.

Stakeholder descriptors are used in four ways:

• To personalize survey invitations and thereby increase response rates (“Thank you for being our customer since 2001.”)
• To customize questionnaires to respondents (“Our records indicate that you purchased our product through reseller XYZ. Please tell us about your experience with XYZ.”)
• To allowing filtering, cross-tabulation and other analyses on survey results.
• To provide context and background information to the recipients within your organization of Action Alerts and Action Management.