We are now just over 3 months since go live and have, as of yesterday now activated our exit survey on the site. We are excited to see the results of this over time to see if we are able to drive down PTC from our call centre.
Of course this is a longer term goal, but its an exciting step in our journey! Anyone else seen good results off the back of the exit survey, anything you are using the exit survey for specifically that you have seen great success with?
Darran
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That's a step in the right direction @OVOdarran . Congrats!
Surveys can be usefull in a variety of ways.
As you note yourself, you can assess call deflection/savings through surveys.
However, surveys can also be used to assess Resolution levels across support channels (which channel is best in solving issues and what type of issues). You can also use them to assess satisfaction of customers in the community and in comparison to other support channels.
There is also Net Promoter Score or NPS, which helps you identify how much your community contributes to increase loyalty, brand preference and positive reviews.
For any of these purposes, just always make sure that you collect data from surveying a representative sample of your community. This is crucial to avoid bias and over or under estimation of results.
I know most if not all of our clients use surveys, so I'm sure they can tell you more about it.
In the meantime, how are you serving your survey? Do you serve it to all users? Do you serve it after certain time has passed, in some pages only or when they are about to leave your community?
Surveys can be usefull in a variety of ways.
As you note yourself, you can assess call deflection/savings through surveys.
However, surveys can also be used to assess Resolution levels across support channels (which channel is best in solving issues and what type of issues). You can also use them to assess satisfaction of customers in the community and in comparison to other support channels.
There is also Net Promoter Score or NPS, which helps you identify how much your community contributes to increase loyalty, brand preference and positive reviews.
For any of these purposes, just always make sure that you collect data from surveying a representative sample of your community. This is crucial to avoid bias and over or under estimation of results.
I know most if not all of our clients use surveys, so I'm sure they can tell you more about it.
In the meantime, how are you serving your survey? Do you serve it to all users? Do you serve it after certain time has passed, in some pages only or when they are about to leave your community?
Hi @Daniel , we are popping this 1 in every 10 visits I believe but open to feedback on what works best here.
We are also working on CSAT scores to overlay onto this to support what we are seeing and highlight trends etc.
Darran
We are also working on CSAT scores to overlay onto this to support what we are seeing and highlight trends etc.
Darran
Hi @OVOdarran well the 1 in every 10 rule is less important than making sure that you leave the survey running for enough time to gather a representative sample and that you don't have 'frequent' visitors being served the survey 3 or more times. (If they do it twice that is ok as you should base your sample on unique issues and not unique users).
The second requirement may be a bit tricky and I know not all our clients are able to set it up in this way. If you can't do it in that way I would then shorten the 1 to 10 rule to 1 to 5 and that way you are able to collect enough surveys quickly and rather then stop it before 'returning' users begin to get upset that they always get the survey. Do you know how many surveys you need to collect?
My only advice would be not to keep a survey running indefinitely as this can have a negative impact on SEO.
The second requirement may be a bit tricky and I know not all our clients are able to set it up in this way. If you can't do it in that way I would then shorten the 1 to 10 rule to 1 to 5 and that way you are able to collect enough surveys quickly and rather then stop it before 'returning' users begin to get upset that they always get the survey. Do you know how many surveys you need to collect?
My only advice would be not to keep a survey running indefinitely as this can have a negative impact on SEO.
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