What’s the best way to find out what your customers think of your company and its services? Ask them, of course! Over here at PowerObjects, we just launched PowerSurveyPlus, a new survey solution add-on that lets you build, configure, and send surveys directly from within Microsoft Dynamics CRM without needing any coding skills. It’s a pretty slick solution for CRM and, needless to say, we are pretty excited about it. So in the spirit of the new add-on, this installment of Buzzwords is all about surveys!
Surveys have increased in popularity for many workplaces. They give insight into how you can create a better overall customer experience. Surveys aren’t just useful for external purposes, either. Using surveys to gauge the perceptions and opinions of your employees can be beneficial to employers because they help with improving the workplace and gauge employee satisfaction. Regardless of what you are using surveys for, there are some words and terms you definitely should know!
Expression Logic: This survey-specific term refers to when the next question in a series of questions is determined by the answer to the previous question. For example, say you asked the question, “Did you eat breakfast this morning?” Based upon the survey taker’s answer, either “yes” or “no”, expression logic would be used to determine the next question. So, if you answered “yes”, the next question might be, “What did you eat?” However, if you answered “no”, the next question might be, “Did you eat lunch?” and so on and so forth. Expression logic makes surveys more intuitive and dynamic!
Customer Experience: The interactions a customer has with your company are what make up their customer experience. This is a critical component in managing the relationship between company and customer. With surveys, you can gauge how your customer is feeling about their experience with your company so far, which is helpful when determining what areas you might be struggling in and what areas you are killing it in! A good customer experience means happy customers and could lead to additional customer referrals.
Crowdsourcing: Crowdsourcing is a term used to describe the method of getting desired information, ideas, or feedback by gathering contributions from a group of people. Crowdsourcing works especially well if you are pulling from online platforms. Surveys are an excellent way to crowdsource digitally because you can easily reach a large pool of participants and then aggregate the responses online or from right within CRM if you are using PowerSurveyPlus!
Market Research: The method used to gather information in order to make marketing decisions is called marketing research. It may seem like a no-brainer concept, but you may be surprised at how many marketers forget to do the appropriate research before launching campaigns and products. With marketing research, you can determine exactly what your consumer wants, and what better way to find this out than by asking them directly? Surveys are an easy way to get the marketing research you need to better market and develop your products and services!
False Positives: A false positive in the survey world is a statistical result where the survey results achieved are more or less probable than the actual survey results. For example, if you sent a survey to 100 customers asking if they were satisfied with your product, and you got 20 responses back and all respondents said “yes”, but in actuality 50 customers were not satisfied and did not complete the survey. This would be an example of a false positive. When using surveys, be mindful of your results, and note that they could possibly contain these pesky false positives!
As you can see, there is a lot to consider when using surveys for your business. For those of you using Microsoft Dynamics CRM, however, using PowerSurveyPlus makes your life a whole lot easier! But don’t just take our word for it, take PowerSurveyPlus for a spin yourself! If you like what you see, go ahead and download your free 30-day trial today!
Now it’s time for you to sound off! Does your company use surveys? For what purpose? What kind of results do you get? Share your insights and comments below. We love hearing from our readers!
Thanks for stopping by our blog today! And as always, happy CRM’ing!
Image credit: https://maryclairesart.files.wordpress.com/2013/09/survey2.jpg?w=529&h=340