Survey Design
As a company, we have significant experience in designing effective solutions for gathering customer feedback. We work with our clients to understand their business objectives and requirements and use this as the basis for designing effective surveys.
As part of the service we deliver when you use our solution, we will provide consultancy to support the design of your customer feedback solution.
Question Categories and Question Types
Survey questions are defined in a question bank and organised by category.
We support a number of different question types including:
- text box
- information box (open-ended customer verbatim)
- multiple selection
- drop-down selection
- customer call-back requests.
We can support questions related to specific research methodologies such as Net Promoter or specific industry initiatives such as the UK Financial Service’s Treating Customers Fairly.
The Social Advocate Question
We have also developed a Social Advocate question type that can be used to enable customers to post feedback instantly onto networks such as
Facebook and
Twitter.
The Social Advocate question can follow a more general advocacy or customer satisfaction question and be targeted only at customers who have have provided positive feedback in response to this question.
Responses generated by the Social Advocate question will be shared across the customer's own social network and will automatically be shared with their friends and followers. As well as the customer's own comments, the Social Advocate question can include an image, text and hyperlink to your own company.
The Social Advocate question can be used in many different ways. This could include offering special promotional offers alongside the customer feedback that is shared across the social web.
Customer comments created on social networks can be tracked using our
Social Media Monitor.
Survey Manager
New surveys can be set-up using our “Survey Manager” feature available within our web based console.
Setting up and then changing a survey is a quick and simple, non-technical task.
A survey can be any length and have an unlimited number of questions.
Surveys can be set-up to ask specific questions or select a question randomly from a number of questions within a category.
It is also possible to set-up multiple surveys using similar or different questions.
Survey Logic
Simple or complex survey logic can be created using Survey Manager - from sequential question/answer processes through to question branching based on previous answers.
An organisation structure can also be described in ServiceTick. This allows team structures and individual team members to be identified which will then enable reporting at unique agent level.
Team members can be added, removed or amended using Survey Manager.