This presentation discusses post transaction surveys, which can be done via integrations. We talk about the reasons for a post transaction surveys. We talk about how to approach customers to get them to take your surveys and how to communicate to your customers. We talk about how to plan out the methodology and sampling. We also talk about the various scores in research that are the right tools to calculate various scores to measure Customer Satisfaction Score, Net Promoter Score, and Customer Experience Score. We go over how to use these scores and when to use them.

1. Post Transaction Surveys

3. Purpose
Why would you need it?
• Customer feedback
• Customer satisfaction measurement
• Quality control
• Relationship building
• Competitive advantage
• Continuous improvement

4. Feedback Methods
Data
Collection
URL
IVR
Live
Agent
Call
QR
Code
SMS

5. • Multimode allows flexibility to reach people
• Talk to people the way they want to be spoken to
• If the customer contacts the client’s care call center, reach out to them via
phone (live agent, non-live agent)
• If the customer contacts the client via email, reach out to them via email
• For added convenience, if this is F-2-F transaction communicate on the spot
• Inclusivity
• Do not leave out people who are physically challenged
• Do not leave out people who have a language barrier
• Anyone else?
Channels

6. Clear and Focused Objectives
• Define the purpose and goals
• Identify the insights you are seeking
Planning

7. Planning - Transaction Data
• Store/QSR/Hotel location
• Date of sale
• Time of sale
• What was purchased
• Price paid
• Regular price
• Sale price
• Register used
• Employee # at checkout
• Other valuable information?
Your POS Data
What do you do with all your data?

8. Planning – Meta Data
Customer Data
• Do you have consent to contact?
• Name
• Phone number
• Email address
• Number of purchases made
• Number of times has made purchases
• Frequent, moderate, infrequent purchaser
• Other valuable information?
Your CRM Data
Is there a rewards program?

9. Planning - Sampling
• Configure a system based on your calling rules​
• Build projects rules to
• improved participation
• reduce respondent fatigue​
• Sample with a goal of spreading completes evenly across​
• Randomization of sample to reduce sampling bias
Support for research best
practices
• Multimode sample queues​
• Randomization​
• Deduping of sample​
• DNC management systems
• Invitation aging
• e.g. 7 days to respond to a survey invitation
• Meta Data appends to records​
• Transaction data​
• Teller or MSR data​
• Customer account information
We can apply these common
rules

10. Planning - Integration
Integration
Does your POS/CRM have APIs?
Enghouse Professional Services
• If not, no problem
1. We will work with IT for the connection
2. Your IT will need to encrypt CRM/POS data
3. We will work with you to apply your custom business rules
4. IT will create an automated routine to pull nightly feeds
5. Our system waits for your feeds
6. Triggers a survey to your customer
7. Data is collected
8. Enghouse pushes data back to you

11. Your POS
Data
Your CRM
Data
CRM
Extraction
for Survey
Info
POS
Extraction
for Survey
Info
Encryption
Process
Encrypted
URL
Creation
Survey
Your SFTP
Email/SMS
/Phone
Invite
Apply
Business
Rules
Reporting
Planning - Workflow

12. Design

13. Planning - Survey
The Survey
Personalized to your customer
Personalized
• You can greet the person by name
• Verify what store/hotel/QSR they went to
• Verify the date they visited
• Add any personalized info from your CRM
system to make a good customer experience
Static Questions
• Make the survey short and simple
• The core survey is static
• Custom questions
• May contain seasonal questions
• Promotional questions
• Time sensitive questions

14. Planning - Approach
The Survey Survey Approach
• Get Customer Satisfaction CSAT Score
• Get a Net Promotor Score NPS
• Get a Customer Effort Score CES
• Custom integration approaches
• Can pull in your CRM data

15. Survey - CSAT
How satisfied are you with …
• your recent experience with us?
• the service we provided?
• the work we did for you?
• the outcome of the phone call with us?
Advantages
• Flexible – for loyalty and interactions
• Simple for customers to answer
• Simple for your staff
Disadvantages
• Satisfy is weaker than Recommend
• Better for retention than referrals
CSAT Scoring

16. Survey - NPS
NPS Score
How likely are you to recommend Company X to a friend or
family member?
Great to learn about the company and customer retention
Advantages
• Popular & familiar methodology
• Simple for customers to answer
• “Recommend?” is tougher than
”Satisfied?”
• Highlights the importance of a follow-up
Disadvantages
• Measures loyalty but not service quality
• Question frustrates new customers
• NPS calculation is not well understood
• It doesn’t tell you what’s important to customers
NPS

17. Survey - CES
CES Scoring
How easy did Company X make it for you to …
• solve my issue
• get through to a person
• to place an order
Advantages
• Measures quality of service interactions,
and makes you more efficient
• Makes tasks easier for customers
• Tells you exactly what you need to fix
the process
Disadvantages
• Focuses on the process not the people
• Does not tell you about retention and loyalty
• Only focuses on the recent transaction

18. Planning – Approach Wrap Up
The Survey
IVR Methodology
The Design
• Select your questions carefully and be consistent
• Use CES for transactional measurement
• Use NPS for relationship and ongoing service
• CSAT and NPS for loyalty and to improve CX
• Use CSAT for safe flexible questions
• Measures and improves CX
• Develop a strategy for immediate response to save at-risk customers – Hot Alerts
• Keep to under 10 questions
• Ask “the why” open-end question with voice capture
• Can be a multi-language project
• Can have skip patterns driven by transaction/CRM data

19. Uncovering Customer Sentiments

20. Ask the “why” Question
• ANALYSE WHAT CUSTOMERS SAY
• Analysis through the use of embedded AI, providing real, actionable
customer insight on patterns, emotions, risks of churn, intent, etc
• COLLECT THE COMPLETE VOICE OF THE CUSTOMER
ACROSS THE ENTIRE CUSTOMER JOURNEY
• Collects the complete voice of the customer, analyzing customer
conversations in real-time as well as brand-administered feedback:
chat, email, speech to text, social media, satisfaction surveys.
• IMPROVE YOUR CUSTOMERS’ MOOD THROUGH
EMOTIONAL INTELLIGENCE
• Vecko provides dashboards which determine the proportion of each key
emotion aroused in your customers: fear, disappointment, anger,
satisfaction, astonishment, surprise, etc.
• Uncovers the real reason behind these emotions, enabling their
improved management: reduce those emotions which generate churn
and increase the positive ones which lead to customer loyalty and
stimulate buying behavior.
• SHARE ACTION PLANS ACROSS THE ENTIRE
ORGANISATION
• Work together to improve the customer experience: through simple to
use dashboards and built-in alerting, all departments can identify tactical
Vecko

21. Multimode

22. IVR Methodology

23. IVR Features
• Complex Logic
• Parenthetical logic
• Logic based on
• previous responses
• sample meta data
• system information
• Rotation
• Questions
• Response Options
• NPS / Unique response options
• IVR Question controls
• Time Out
• Pound
• Star
• Recording
• Interrupt
• Invalid Entry
• Multilanguage support including
programmatic switching
• Open end recording
• Sample Management
• Pause & Retry when out of numbers
• Time of day by Time Zone
• Time Zone weighting
• Number of calls
• Result action
• Error Message
• Call routing
• Caller ID management
• Shop
• Project
• Record
• Pool

24. Integration Types
• Inbound Agent Warm Transfer
• Inbound Automated Transfer
• Outbound Real-Time Callback
• Outbound Next Day Outbound Callback

25. Agent Warm Transfer
Pros
• Possible higher response rate
• Immediate consent
• Requires limited client Telco/IT involvement
Cons
• Possible client agent bias
• Agent manually keys in the ticket and/or agent ID
• Can’t apply business rules

26. Inbound Automated Transfer
Pros
• Eliminates client agent bias
• More accurate and faster than an agent
• SIP trunk transfer
• Ticket and agent info is passed along
Cons
• Requires the client’s IT setup
• Can’t apply business rules

27. Outbound Real-Time Callback
Pros
• Immediate callback
• Can pass customer information
• Can contain data about the support center agent
• Allows for complex post contact survey designs
and methodologies
• Data rich
Cons
• Relies on the customer picking up
• Requires the client’s IT
• Can’t apply business rules

28. Outbound Next Day Callback
Pros
• Allows the customer to reflect on the call
• Can pass more customer info from the records
• Able to target specific groups
• Records can be sent daily, hourly, etc.
• Can contain data about the contact call
• Can contain data about the support agent
• Allows for complex post contact survey design
• Data rich
• Simplifies reporting
Cons
• Possible lower response rate
• Requires respondent consent

29. Q&A