Enterprise Feedback Management

Enterprise Feedback Management Using Feedback Across the Enterprise • vovici.com +1 800 787 8755

About Vovici Across All Industries  Utilized by 60% of Fortune 500  Thousands of customers in over 47 countries  More than 150 million completed surveys in more than 150 different languages  15 years of industry experience, leadership and innovation  Delivering measurable results for customer satisfaction, employee retention and cost reduction  Coined the term “Enterprise Feedback Management” • vovici.com +1 800 787 8755

Agenda • Common approaches to obtaining feedback from stakeholders • Issues these approaches create • Approaches for connecting listening efforts • How to obtain better feedback & gain control over the process • Q&A • vovici.com +1 800 787 8755

More Important Than Ever To Get Feedback • Understanding customer requirements, attitudes and issues is a must • Retaining customers is just as important as acquiring new ones • Making the right investments means you need facts and valid, reliable and projectable feedback • At the same time, your ability to get the data you need is being affected by lean budgets • Organizations need continuous feedback, not just at discrete points in time • vovici.com +1 800 787 8755

Common Approaches for Obtaining Feedback • Typically gathered by individual business units or departments for a specific purpose • Customers, Prospects, Employees, Partners, Distributors, Members • Attitudinal • Transactional • Pure research • vovici.com +1 800 787 8755

Most Common Approaches for Obtaining Feedback • Surveys • Online, paper, telephone • Focus groups, one-on-ones • Intercepts • Most Common Measurements • Satisfaction • Loyalty • Demand identification • Concept testing • Issues identification • Events feedback • vovici.com +1 800 787 8755

Everyone is Listening to Stakeholders Using Different Tools & Methodologies Customers Employees Partners Marketing Human Resources Sales Investor Relations Finance Investors Suppliers • vovici.com +1 800 787 8755 7

Result: Disconnected Listening • Same questions being asked by different groups • No one reviewing surveys for research validity • Data not shared • No control over timing, frequency and brand integrity • Declining response rates • No integration with CRM or ERP applications • Exposure of sensitive data on insecure systems & violation of brand integrity • We’re asking more and getting less • vovici.com +1 800 787 8755 8

Connecting Feedback Efforts Means You Must Answer These Questions • Who creates surveys? • How are reports generated? • Who gets to deploy them? • How is the data shared? • What is the review cycle? • Who gets to see reports? • How are changes tracked? • Are all reports the same? • Are you using common questions • How do you manage survey invitees throughout the organization? and respondents? • Is your brand integrity protected? • Are you re-using data you already know? • What happens with the data once its • How do you ask less and get more? captured? Is it secure? • vovici.com +1 800 787 8755

What factors are contributing to lower online survey cooperation rates? Source: AMA MR Boston 2008 audience survey • vovici.com +1 800 787 8755

What should be done to increase online survey cooperation rates? Source: AMA MR Boston 2008 audience survey • vovici.com +1 800 787 8755

Why Implement An Enterprise Approach to Feedback? • Response rate to web surveys declining • Respondents complain about being sent too many surveys • Need to easily target surveys to segments and sub- segments of your customers for detailed survey analysis • Survey authors have to wait on IT to export mailing lists from your other systems • Respondents are complaining that surveys are too long • vovici.com +1 800 787 8755

Why Implement An Enterprise Approach to Feedback? • By empanelling all potential respondents in a central database, you eliminate the need to rely on IT resources to generate recipient lists • By centralizing “touch management” for your survey research, you can make certain not to over-survey panelists • By profiling potential respondents in detail, you can segment “on demand” when sending out invitations • By integrating respondent profiles with CRM systems through CRM connectors, you can embed that customer data as hidden fields within a survey • vovici.com +1 800 787 8755

A New Role for Research Departments • Market Research departments are often project- management departments • With survey tools, MR often has no visibility to many survey projects • With an enterprise system, users can be given the role of assisted survey authors: MR must approve their survey before it goes live • Re-engages MR in the survey process • MR practitioners become mentors helping achieve better surveys and better results • vovici.com +1 800 787 8755

Elements of An Enterprise Approach to Feedback • Ability to manage interactions with customers, prospects, employees and other stakeholders • Common platform for obtaining feedback • Brand integrity management • Data security • Libraries of approved questions • Workflow capabilities to allow multiple people to work on projects • Ability to separate departments and business units work • Integration with CRM, HRIS and other applications • Web 2.0 engagement • vovici.com +1 800 787 8755

Survey Tools? Or Enterprise Feedback? • vovici.com +1 800 787 8755

How Does An Enterprise Platform Work Panel Management & Online Survey Building Communities Enterprise Feedback Workflow & User Management Platform Reporting Management Database CRM Application System Integration Profile Survey Integration Data Responses • vovici.com +1 800 787 8755

Panel Management & Data Integration CRM Data Transactional Benchmark Data Data Panelist Profile • vovici.com +1 800 787 8755

Combine Online Surveys, Online Communities & Business Intelligence Database Profile Survey Data Responses Online Surveys Proprietary Panels & Online Communities Business Intelligence • vovici.com +1 800 787 8755

What Is An Online Community? • Group of members who agree to interact with you and with each other • Bound by common interests (products, services, job function, industry affiliation) • They want to interact with and learn from others with similar interests • Provide rich information about themselves, their interests, likes, dislikes, suggestions • Consistent and informed source of feedback • Typically provide qualitative feedback • vovici.com +1 800 787 8755

Why Build Online Communities? Imagine walking into a room full of your customers at any time, where you can ask any question, and are guaranteed to get a response…. ……How would you use that? • vovici.com +1 800 787 8755

Panels vs. Online Communities vs. Social Networks Online Social Panel Community Network Researcher Researcher Researcher Member Member Panelist Member Member Member • vovici.com +1 800 787 8755

Traditional Feedback/Innovation Lifecycle 3-6 Months • vovici.com +1 800 787 8755

New Feedback Cycle: Online Communities + Surveys Create targeted survey Post question to forum Gather responses See responses Analyze data Create questions for surveys Days, Not Months Bridge Gap Between Quantitative & Qualitative Data • vovici.com +1 800 787 8755

Combined Approach Eliminates Feedback Fatigue • In traditional market research, respondents are considered disposable • In community research, community members are valued partners • Don’t survey members too often • Don’t subject members to long or tedious questionnaires • Don’t ask members questions your organization knows the answer to (e.g., profile information) • Maintain a continuous dialogue • vovici.com +1 800 787 8755

Why Connect Your Enterprise Listening? • Dramatically improve the quality of data and reduce the cost of data you receive • Reduce the time to receive accurate, actionable and relevant information • Protect data security and brand integrity • Optimize spending • Easily share data across the enterprise on a timely basis • Align business goals based on timely stakeholder feedback • Enhance agility by targeting resources based on timely feedback • Quickly identify trends that can improve differentiation, loyalty and overall value • vovici.com +1 800 787 8755

Our Approach: A Single Platform That Uniquely Combines: v4 Database Profile Survey Data Responses Online Surveys Proprietary Panels & Online Communities Business Intelligence • vovici.com +1 800 787 8755

Vovici Product Suite • vovici.com +1 800 787 8755

Vovici v4 Key Features: • Manage survey creation workflows and approval cycles • Lite author role enables easy on-boarding of entry- level users • Unique “assisted author” role • Ability to circulate and track survey packages internally • Manage feedback fatigue through Panel Management and Online Community creation & management • Standardized templates & questions, data security • Industry’s most powerful analytics, data visualization and reporting • Detailed operational reports • vovici.com +1 800 787 8755

Examples of Online Feedback Communities Maintains Brand Integrity Demonstrates Controls management access commitment Bill of Rights • vovici.com +1 800 787 8755

True Feedback Community Profile Updates Results Targeted Shared with Surveys members based on profile data • vovici.com +1 800 787 8755

Special Book Offer: • Arrange a demonstration or request a call- back will receive a free copy of “Weapons of Mass Collaboration” by Vovici CEO Dean Wiltse • http://www.vovici.com • vovici.com +1 800 787 8755

Questions & Answers • To request a demonstration contact your sales executive or: • 1-800-787-8755 • sales@vovici.com http://blog.vovici.com • Our presenters welcome your questions: • Brian Koma, Vice President of Marketing, bkoma@vovici.com • Jeffrey Henning, Chief Strategy Officer, jhenning@vovici.com • vovici.com +1 800 787 8755

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Enterprise Feedback Management

by Vovici on Mar 20, 2009

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