Designing a Customer Feedback Program to Measure and Improve User Satisfaction

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Designing a Customer Feedback Program to
Measure and Improve User Satisfaction

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The #1 Platform to Test, Measure and Monitor
Digital Experiences on Desktop and Mobile
Our all-in-one enterprise solution makes research & testing
cost-effective, agile and easy

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• Chat box is available if you have any questions
• There will be time for Q&A at the end
• We will be recording the webinar for future viewing
• All attendees will receive a copy of the slides/recording
Quick Housekeeping
Continue the discussion using #LearnRemoteUX
Designing a Customer Feedback Program to Measure and Improve User Satisfaction

4
Ann Rochanayon
Sr. Director UX/CX Research
UserZoom
Speaker
Meet Your Speaker
Designing a Customer Feedback Program to Measure and Improve User Satisfaction

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Agenda
Continue the discussion using #LearnRemoteUX
• What is a Customer Feedback Program?
• Benefits of Developing a Customer Feedback Program
• UserZoom Customer Feedback / VOC Solutions
• Demo of VOC experience on UserZoom.com and Mobile App
• How to create VOC Studies in UserZoom
• Results from UserZoom VOC Studies
• Questions
Designing a Customer Feedback Program to Measure and Improve User Satisfaction

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What is a Customer Feedback Program?
Designing a Customer Feedback Program to Measure and Improve User Satisfaction
• Process of actively listening to customers
• Identify who they are, what they want / need
• Collect thoughts, expectations, and preferences
Capture
Feedback
Analyze Take Action Monitor

7
Benefits of Customer Feedback Program
Designing a Customer Feedback Program to Measure and Improve User Satisfaction
• Engage current customers and form a connection
• Retain customers you already have
• Acquire new customers
• Improve products and services
• Research new features and concepts
to drive innovation
• Prioritize issues and features

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UserZoom Customer Feedback Solutions
Designing a Customer Feedback Program to Measure and Improve User Satisfaction
Solution Purpose Channel How it Works Results
Surveys Obtain quick
feedback
Desktop, laptop,
smartphone and
tablets
Invitation link,
JavaScript intercept
code
• Quantitative – Graphs, charts
• Text clouds – open-ended
responses
Feedback Tab Gather page /
area specific
feedback about
websites
Desktop, laptop,
smartphone and
tablets
Link on web page • Quantitative – Graphs, charts
• Text clouds – open-ended
response
VOC for
Websites
Understand
who’s coming
to the site, why,
if they’re
successful, and
barriers to
success
Desktop, laptop,
smartphone, and
tablets
JavaScript intercept
code
• Quantitative – Graphs, charts
• Text clouds – open-ended
response
• Clickstreams
• Heatmaps (desktop / laptop
only)
• Analytics Integration
VOC for
Mobile Apps
Assess the
customer
experience on
mobile apps
Smartphone and
Tablet Native Apps
SDK • Quantitative – Graphs, charts
• Text clouds – open-ended
responses
• Screen recordings
• Clickstreams

9
Setting up a Customer Feedback Studies
in UserZoom

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• Tuesday, April 7th, 2015
• Topic: How to Create Advanced Surveys with Logic, Conditions and
Piping
Register: http://goo.gl/OaqwYm
Next Webinar
Designing a Customer Feedback Program to Measure and Improve User Satisfaction

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Questions
Designing a Customer Feedback Program to Measure and Improve User Satisfaction

12
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