Many companies conduct customer surveys, but only use part of the added value of this instrument. We therefore recommend building a feedback loop into a customer survey: the individual answers are passed on to the responsible body within your organization. Your employees can use this information to independently enter into a dialogue with the customer. Such a feedback loop is not only very popular with customers, it also gives them the opportunity to take advantage of cross-selling opportunities. On the right you will find a short video on the process of a customer survey with feedback loop.
Project steps
- We discuss the initial situation of your customer survey together
- You send us the data of customers who should take part in the survey
- We send the customers a personalized access link by e-mail and the customers fill out their online questionnaire.
- When a new customer has replied, the responsible employees are informed and can see the replies. The employees can then discuss the feedback individually with the customer.
- We aggregate the collected data and present you the most important result
Feedback Loop
For the feedback loop, C Square has developed an online dashboard that your employees can use to access your customers' responses. The dashboard offers the following functions:
- Individual login of your employees with different authorization logic
- Overview of all customers including risks and opportunities
- Detail page with the detailed answers of each customer
- Dynamic adaptation of the content to each questionnaire
Reporting
The following types of reporting are available for customer surveys
- Complete report and overview of results: shows the most important results and gives recommendations for further steps
- Team / region / market area reports: Compares the KPIs between individual teams and company areas
- Feedback dashboard: gives employees access to the individual responses of the customers they support
- Further analyzes: show the influence of satisfaction on other aspects, e.g. product use or customer behavior.
Further information
For further information please contact us at info@c-square.ch or leave a request at our contact form.
