THANK HARRIS TECH Gaining Customer Insight Gaining Customer Insight <ul><li>Surveys as a Competitive Weapon </li></ul>www....
SurveyGizmo Background <ul><li>Founded in 2006 </li></ul><ul><li>Partners have 30+ years experience in online marketing an...
Why Surveys? <ul><li>Bain and Co. surveyed 362 firms and found that 80 percent believed they delivered a “superior experie...
What Surveys Can Tell You <ul><li>Market Research  </li></ul><ul><ul><li>What do customers want?  </li></ul></ul><ul><ul><...
Methods of Deploying Surveys <ul><li>Periodic Direct Surveys  </li></ul><ul><ul><li>Create and email to customers on a reg...
Online Support Example Automatically insert a link to your survey in every interaction
Support rep’s name automatically placed into the survey
Key Features to Look For in a Survey Product <ul><li>Standard Features </li></ul><ul><ul><li>Easy to use </li></ul></ul><u...
Key Features to Look For in a Survey Product <ul><li>Advanced  </li></ul><ul><ul><li>Advanced logic </li></ul></ul><ul><ul...
SurveyGizmo Demo
Thank You! www.SurveyGizmo.com www.Harris-Tech.com 800-513-5133 800-609-6480
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Survey Gizmo Harris Technology Webinar

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An overview of how surveys can help your business

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Survey Gizmo Harris Technology Webinar

  1. 1. THANK HARRIS TECH Gaining Customer Insight Gaining Customer Insight <ul><li>Surveys as a Competitive Weapon </li></ul>www.SurveyGizmo.com www.Harris-Tech.com 800-513-5133 800-609-6480
  2. 2. SurveyGizmo Background <ul><li>Founded in 2006 </li></ul><ul><li>Partners have 30+ years experience in online marketing and customer service </li></ul><ul><li>700+ customers </li></ul><ul><li>14,000+ users in 100 countries </li></ul><ul><li>Over 1 million responses collected </li></ul><ul><li>Based in Boulder, CO </li></ul>
  3. 3. Why Surveys? <ul><li>Bain and Co. surveyed 362 firms and found that 80 percent believed they delivered a “superior experience” to their customers. </li></ul><ul><ul><li>But when they asked customers about their own perceptions, they found that they rated only 8 percent of companies as truly delivering a superior experience. </li></ul></ul><ul><li>Harvard Business Review: “Call it the dominance trap: The larger a company's market share, the greater the risk it will take its customers for granted.” </li></ul><ul><li>10 Questions for Andy Taylor, CEO, Enterprise Rent-A-Car, by Inc. Magazine </li></ul><ul><ul><li>If you could go back in time and do one thing differently in your business, what would it be? </li></ul></ul><ul><ul><ul><li>“ In 1996, we implemented a system to measure customer service. I wish we had done it earlier.” </li></ul></ul></ul>
  4. 4. What Surveys Can Tell You <ul><li>Market Research </li></ul><ul><ul><li>What do customers want? </li></ul></ul><ul><ul><li>What should we prioritize? </li></ul></ul><ul><li>Customer Service </li></ul><ul><ul><li>Where do we excel? </li></ul></ul><ul><ul><li>Where do we need to improve? </li></ul></ul><ul><li>Individual Performance </li></ul><ul><ul><li>Who at our company is doing a good job? </li></ul></ul><ul><ul><li>What projects or transactions went well or poorly? </li></ul></ul>
  5. 5. Methods of Deploying Surveys <ul><li>Periodic Direct Surveys </li></ul><ul><ul><li>Create and email to customers on a regular schedule </li></ul></ul><ul><li>Automated Surveys </li></ul><ul><ul><li>Send a survey automatically after each interaction </li></ul></ul><ul><ul><li>Link to a survey from your online help forums </li></ul></ul><ul><li>Indirect </li></ul><ul><ul><li>Ask your sales and support reps what they are hearing out on the front lines </li></ul></ul>
  6. 6. Online Support Example Automatically insert a link to your survey in every interaction
  7. 7. Support rep’s name automatically placed into the survey
  8. 8. Key Features to Look For in a Survey Product <ul><li>Standard Features </li></ul><ul><ul><li>Easy to use </li></ul></ul><ul><ul><li>Multiple question types </li></ul></ul><ul><ul><li>Branding tools to match your look & feel </li></ul></ul><ul><ul><li>Reporting, including filtering of results based on arbitrary criteria </li></ul></ul><ul><ul><li>Basic logic </li></ul></ul><ul><ul><li>Data download options </li></ul></ul><ul><ul><li>Email invitations </li></ul></ul><ul><ul><li>Randomization </li></ul></ul>
  9. 9. Key Features to Look For in a Survey Product <ul><li>Advanced </li></ul><ul><ul><li>Advanced logic </li></ul></ul><ul><ul><li>Password protection </li></ul></ul><ul><ul><li>Show/hide of questions based on prior input from respondent </li></ul></ul><ul><ul><li>Duplicate protection </li></ul></ul><ul><ul><li>Scripting for complex logic </li></ul></ul><ul><ul><li>Data integration tools for CRM systems </li></ul></ul>
  10. 10. SurveyGizmo Demo
  11. 11. Thank You! www.SurveyGizmo.com www.Harris-Tech.com 800-513-5133 800-609-6480

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