Surveys so simple your customers will actually take them!

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Webinar introducing Simple Survey for Salesforce - Encourage higher than usual response rates by enabling recipients to quickly respond with one click or touch, right from their inbox. Agenda: - Why Conduct CSat Surveys? - How to Improve Response Rate / Best Practices - Simple Survey Demo Install a 21-day free trial today: http://ic.force.com/ss

Technology Business

Surveys so simple your customers will
actually take them!
Follow us @icsfdc
September 5th, 2013
www.InternetCreations.com

@icsfdc
Agenda
www.InternetCreations.com
● Why Conduct CSat Surveys?
● How to Improve Response Rates
● Additional Best Practices
● Simple Survey Demo
● Q&A

@icsfdc
Why conduct CSat surveys?
www.InternetCreations.com
● Guage customer sentiment
● Increase customer loyalty & engagement
● Sales intelligence / account planning
● Target training and professional development
● Recognize and reward

@icsfdc
Ignorance is not Bliss
www.InternetCreations.com
● Customers have voices that are loud and far reaching
● Customers want to be heard
● You need to listen and respond first so that customers are not
compelled to turn to Twitter, Facebook, etc.

@icsfdc
Guage Custom Sentiment
www.InternetCreations.com

@icsfdc
Increase Loyalty & Engagement
www.InternetCreations.com

@icsfdc
Sales Intelligence / Account Planning
www.InternetCreations.com

@icsfdc
Target Training / Professional Development
www.InternetCreations.com

@icsfdc
Recognize and Reward
www.InternetCreations.com

@icsfdc
Poll: How Long Do Your Surveys Take?
www.InternetCreations.com
Results from webinar participants:
● 15 sec - 1 minute: 28%
● 1-5 min: 33%
● 5+ min: 11%
● we do not currently send surveys: 28%

@icsfdc
Poll: What is Your Response Rate?
www.InternetCreations.com
Results from webinar participants:
● Less than 5%: 24%
● 6 - 15%: 18%
● 16 - 30%: 6%
● More than 30%: 12%
● I don’t know: 41%

@icsfdc
How to improve response rates:
www.InternetCreations.com
● Keep it short & simple
● Timing is everything
● Set expectations
● Don’t over-survey
● Don’t just listen, respond

@icsfdc
Keep it Short & Simple
www.InternetCreations.com

@icsfdc
Timing is Everything
www.InternetCreations.com
● Survey while the experience is fresh
● Some delay is good
● Respond promptly

@icsfdc
Set Expectations
www.InternetCreations.com
● Decisions are made in <10 seconds
● “Brief” is relative
● “1 Click” or “1 Minute” improves response

@icsfdc
Don’t Over-Survey
www.InternetCreations.com

@icsfdc
Don’t Just Listen, Respond
www.InternetCreations.com
● Customers are more likely to “speak” if they
know you are listening
● Positive surveys deserve responses too

@icsfdc
Poll: What Would Improve Your Response
Rate?
www.InternetCreations.com
Results from webinar participants:
● Shorten survey length: 25%
● Adjust timing: 25%
● Avoid over surveying: 6%
● Provide more responses 6%
● All of the above: 38%

@icsfdc
Additional Best Practices
www.InternetCreations.com
● Incorporate CSat surveys with your CRM
● Listen, Respond, and Track
● Report on Surveys & Action Taken Routinely
● Be transparent (website and email)

@icsfdc
Incorporate CSat Surveys with CRM
www.InternetCreations.com

@icsfdc
Listen, Respond, and Track
www.InternetCreations.com

@icsfdc
Report on Surveys & Action Taken
www.InternetCreations.com
● Schedule Reports/Dashboards
● Use workflow for immediate notification
● Incorporate into management and staff
meetings

@icsfdc
Be Transparent
www.InternetCreations.com

@icsfdc
Simple Survey Demo
www.InternetCreations.com
AppExchange Listing: http://ic.force.com/ss

@icsfdc
www.InternetCreations.com
Questions?
Contact Us: http://www.internetcreations.com/contact/
Facebook: Facebook.com/WeAccelerateService
Twitter: @icsfdc

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Surveys so simple your customers will actually take them!

1. Surveys so simple your customers will actually take them! Follow us @icsfdc September 5th, 2013 www.InternetCreations.com

3. @icsfdc Agenda www.InternetCreations.com ● Why Conduct CSat Surveys? ● How to Improve Response Rates ● Additional Best Practices ● Simple Survey Demo ● Q&A

4. @icsfdc Why conduct CSat surveys? www.InternetCreations.com ● Guage customer sentiment ● Increase customer loyalty & engagement ● Sales intelligence / account planning ● Target training and professional development ● Recognize and reward

5. @icsfdc Ignorance is not Bliss www.InternetCreations.com ● Customers have voices that are loud and far reaching ● Customers want to be heard ● You need to listen and respond first so that customers are not compelled to turn to Twitter, Facebook, etc.

6. @icsfdc Guage Custom Sentiment www.InternetCreations.com

7. @icsfdc Increase Loyalty & Engagement www.InternetCreations.com

8. @icsfdc Sales Intelligence / Account Planning www.InternetCreations.com

9. @icsfdc Target Training / Professional Development www.InternetCreations.com

10. @icsfdc Recognize and Reward www.InternetCreations.com

11. @icsfdc Poll: How Long Do Your Surveys Take? www.InternetCreations.com Results from webinar participants: ● 15 sec - 1 minute: 28% ● 1-5 min: 33% ● 5+ min: 11% ● we do not currently send surveys: 28%

12. @icsfdc Poll: What is Your Response Rate? www.InternetCreations.com Results from webinar participants: ● Less than 5%: 24% ● 6 - 15%: 18% ● 16 - 30%: 6% ● More than 30%: 12% ● I don’t know: 41%

13. @icsfdc How to improve response rates: www.InternetCreations.com ● Keep it short & simple ● Timing is everything ● Set expectations ● Don’t over-survey ● Don’t just listen, respond

14. @icsfdc Keep it Short & Simple www.InternetCreations.com

15. @icsfdc Timing is Everything www.InternetCreations.com ● Survey while the experience is fresh ● Some delay is good ● Respond promptly

16. @icsfdc Set Expectations www.InternetCreations.com ● Decisions are made in <10 seconds ● “Brief” is relative ● “1 Click” or “1 Minute” improves response

17. @icsfdc Don’t Over-Survey www.InternetCreations.com

18. @icsfdc Don’t Just Listen, Respond www.InternetCreations.com ● Customers are more likely to “speak” if they know you are listening ● Positive surveys deserve responses too

19. @icsfdc Poll: What Would Improve Your Response Rate? www.InternetCreations.com Results from webinar participants: ● Shorten survey length: 25% ● Adjust timing: 25% ● Avoid over surveying: 6% ● Provide more responses 6% ● All of the above: 38%

20. @icsfdc Additional Best Practices www.InternetCreations.com ● Incorporate CSat surveys with your CRM ● Listen, Respond, and Track ● Report on Surveys & Action Taken Routinely ● Be transparent (website and email)

21. @icsfdc Incorporate CSat Surveys with CRM www.InternetCreations.com

22. @icsfdc Listen, Respond, and Track www.InternetCreations.com

23. @icsfdc Report on Surveys & Action Taken www.InternetCreations.com ● Schedule Reports/Dashboards ● Use workflow for immediate notification ● Incorporate into management and staff meetings

24. @icsfdc Be Transparent www.InternetCreations.com

25. @icsfdc Simple Survey Demo www.InternetCreations.com AppExchange Listing: http://ic.force.com/ss

26. @icsfdc www.InternetCreations.com Questions? Contact Us: http://www.internetcreations.com/contact/ Facebook: Facebook.com/WeAccelerateService Twitter: @icsfdc

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