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Gathering some best practice guidance on surveys for digital programs. What are the most successful surveys in your digital programs?

  • What is their main objective?
  • What key questions do they contain?
  • What actions do they trigger?

Looking forward to your responses…

Kind regards,
Jef

Surveys for customers

  • NPS - one Q NPS survey; responses trigger automated responses from CSMs depending on score. For Enterprise responding detractors we trigger CTAs for CSMs to follow up. influences KPIs and customer healthscore.
  • LTR - One question survey ahead of renewal asking their likelihood to renew. Responses trigger automated responses or CTAs depending on segment & response. Influences healthscore
  • Post-implementation - 5 question survey asking about implementation experience. influences KPIs and customer healthscore.

 

Internal ‘Surveys’ 

  • Give/Get - we use programs to trigger a cta when a QBR is logged so that the CSM can complete the associated Give/Get survey to measure the quality/value of the conversation. influences KPIs and customer healthscore.

In the works for customers

  • Desired Outcome Prioritization - a survey for scaled customers where Main POCs rank their goals w/our product from a short list of use cases. Will be used to inform automated comms from Customer Marketing to drive adoption & ultimately value realization
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