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Jef Vanlaer
Jef Vanlaer
Helper ⭐️⭐️⭐️
May 23, 2025 8:30 AM UTC
Question

What surveys do you run in your digital programs?

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

1 reply

Britt_Chy
Britt_Chy
Helper ⭐️
May 23, 2025 1:10 PM UTC

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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