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LITE 2018 – Making the Most of Your Customer Feedback [Abby Fermont]

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LITE 2018 – Making the Most of Your Customer Feedback [Abby Fermont]

  1. 1. Collecting customer feedback using Coursecheck and Administrate Abby Fermont Proactive Technical Training (PTT)
  2. 2. Our situation Before • Feedback collected on paper • Admin-heavy process • No real benefit derived Now • Feedback requests sent automatically • Email alerts to positive/negative comments • Great insight into the customer experience and instructor performance
  3. 3. Quality Control
  4. 4. Analytics
  5. 5. Automated reporting Negative feedback alerts Comment summaries
  6. 6. Our feedback form • Configurable form • Comments made public on Coursecheck.com • Detailed feedback only visible to PTT
  7. 7. Marketing
  8. 8. Google-friendly
  9. 9. Reviews on our website
  10. 10. Our Coursecheck Microsite
  11. 11. New enquiries
  12. 12. Integration with Administrate
  13. 13. Events loaded from Administrate
  14. 14. Feedback request emails
  15. 15. Email Template
  16. 16. Setting up the Trigger
  17. 17. Communications Check • You can also see in Administrate whether or not the student has clicked on the email, giving the opportunity to send out relevant reminders.
  18. 18. Questions?

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