Following these steps, you are able to quickly have your first survey launched. You can also create notifications so that you'll be notified of the type of feedback you wish to be notified when you get responses to your survey(s).
Step 1: Build your Customer Journey
First step is to get your most critical customer journey touchpoints built. You don't need to have all the touchpoints figured out from the start as you can easily edit an existing journey later on. Instructions to build your journey here.
Step 2: Create your first survey
You will have pre-built survey templates at your disposal in the software, which can be used as is or edited to better suit your needs. Read more about survey templates here.
If you want to start from scratch, you can get started with as little as one question, maybe your most important KPI or just open feedback? The survey you create can easily be edited and expanded after the initial launch so don't worry if you don't have all the content in place just yet. Follow the steps in this article to get your first survey created.
Step 3: Launch your survey in a touchpoint
In order for you to be able to collect feedback to your newly created survey, you need to launch it in a touchpoint. Continuing with the same article as above, follow step 8 forward to launch the survey in your desired touchpoint. If you're unsure on what type of touchpoint to use, look here for the different touchpoints explained.
Step 4: Close the loop by creating notifications
Depending on the survey content, you might wish to create notifications for yourself or a specific team in your organisation when a specific type of feedback is given. The most common use case is when a customer gives a low NPS or CSAT/CES score, and also explains about the reasons behind the bad experience in the open feedback section. Follow the steps in this article to get your notifications activated.
Step 5: Analyse your results
Once you start collecting feedback, it's time to start analysing the results from the Survey Analytics section in the dashboard. Depending on your survey structure, you can utilise different methods and grouping options to get the most value out of the data. Read here how the Analytics section works.
Step 6: Share your results with your team and stakeholders
Get your team and organisation engaged by sharing real-time views to whoever needs to be in the loop. You don't need to create user credentials to everyone, instead utilise the flexible links and generate audience specific views. Follow these steps to create different real-time views.
Recommended reading: ROI of Customer Experience