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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?

Editor's Notes

  • Tell them what you’re going to cover. Ie
    The journey you’ve been on: how you used to collect feedback and how you do it now
    How Coursecheck helps you manage your feedback from a quality control point of view
    How Coursecheck helps with your marketing efforts
    How Coursecheck integrates with Administrate
  • Stacks of paper, low priority admin task so would get left. We have an ISO9001 Certificate that we worked hard to get. Each year we are audited by BSI and one of our Quality Marks is customer satisfaction. Once set up, coursecheck feedback is automatic.
  • Here are few examples of the the sort of analysis that you can do…
    Track your Net Promoter Score (NPS) which is linked to the question about “How likely are you to recommend us?”
    See which courses and instructors are performing best and where things could be better
    Do some trainers get better feedback on some courses than others
    etc
  • You get automated reports so don’t have to remember to log in and check.
    On both reports, there are links so that you can respond to comments (good or bad) if you want to
    It’s particularly important with negative feedback, to respond promptly so the alerts are useful
  • You can configure the survey form to ask whatever questions you want
    High level comments made public
    Detailed feedback only visible to PTT
    Delegates can choose to keep their feedback private ie for PTT’s eyes only
  • If anyone searches on PTT, they can see our reviews.
  • You put the Coursecheck widget on your site so people can easily get to your reviews
  • You have a microsite on Coursecheck with a page for each of the courses you offer
  • People can enquire on Coursecheck and leads are sent across for PTT to follow up
  • Coursecheck and Administrate talk to each other through the Administrate API.
  • Your schedule of events in Coursecheck is refreshed automatically every night with the latest information from Administrate
  • Here’s an example of a survey request email that’s sent out automatically by Administrate on the last day of each course.
    This is done using an Administrate trigger
    The survey link is dynamic ie different for each event. So delegates don’t have to answer questions about which course they attended etc – that’s all part of the link
  • This is how the template looks in Administrate. As you can see, it’s very easy to edit and make your own.
  • ×