Marketing Surveys
Any form of telephone customer survey can be recorded using this module. Questions are configured and customers to be surveyed are selected. The
outcome of each survey are stored and can be analysed to help spot new opportunities, areas for improvements in customer service etc.
Unique Features
Marketing surveys are integrated with the functionality of the system and have many unique features including:
- Target selection criteria - the survey can be run over prospects or customers based on criteria defined in conjunction with Sentrio
- Call backs - it is highly improbable that contact can be established with every target first time - the system records the history of call backs
- Flexible question design - Sentrio provides support to enable the survey to be designed correctly
- Daily reporting - reports on survey activity can be run daily and can be used to refine the survey if necessary
The remainder of this page contains further information on the features and functions of the customer survey module.
Survey Configuration
Each survey is designed in conjunction with Sentrio who have experience in designing and reporting on this type of activity.
Multiple types of question are supported including:
- Free format text - any form of text can be input in response to a question
- Numeric - numeric value only permitted as a response
- Drop down list - selection of a single entry from a drop down list
- Radio buttons - only one selection permitted in response to the question
- Multi-selection list - multiple items can be selected from a list
Survey Activity
The online screens are designed to be used to record individual survey outcomes. In addition to recording the responses to each
question, the following is also recorded:
- Operator - Operator that recorded the customer response
- Start date and time - date and time on which an individual survey commenced
- End date and time - date and time on which an individual survey ended - the duration can be calculated by subtracting the start date and time
- Outcome - indicates whether the survey was completed successfully or whether it needs a call back
Reports
The nature of the customer marketing survey activity means that reports tend to be configured specifically for each survey.
However, there are reports on survey activity that are common to all surveys:
- Survey activity by operator - history of calls made by operator
- Incomplete surveys - list of customers where contact was not successfully established to undertake the survey