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Session 502: Elevating the Customer Experience by Simplifying the Feedback Process

Lucia Caron (Director, Product Support, Verint Systems)

Location: Panzacola G-1

Date: Thursday, April 11

Time: 11:30am - 12:30pm

Pass Type: Conference and Expo Package, Executive Connections - Get your pass now!

Track: Customer Experience

Format: Session

Vault Recording: TBD

Audience Level: All

A survey that asks a lot of questions but results in no action isn't a successful survey. With that in mind, Verint Systems trimmed their customer feedback survey by over 80%, reducing it to just two questions. Updating the survey resulted in an increase in both survey completion and response rate, and the comments have provided rich, actionable intelligence that's being used to inform processes for internal and external follow-up. Customers commended us on the change, and some even indicated that they'd be following suit with their own transactional surveys.

In this session, attendees will learn about survey challenges, the process for creating a new survey, and the positive outcomes that can come from making a change. Walk away with a better understanding of several key principles:

  • CSAT surveys should be reviewed and refreshed on a regular basis
  • If you don't measure or take action on the results, don't ask the question
  • Simplifying your survey will improve your response rate
  • Customers want to be heard, so make it easy for them (without wasting their time)
  • Ensure you have a robust follow-up process (internal and external)
  • Put an overall process in place that drives continuous improvements

Presentation File