How to Effectively Survey Your Customers

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How to Effectively Survey Your Customers

• Laura Kirkland
• Mike Comstock

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Imagine Running Your Company Without Measuring
and Tracking its Financial Performance
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Value of Customer Feedback

• In competitive markets, loyal customers are
  up to 6 times more likely to re-purchase than
  merely satisfied customers!

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Completes the Customer Service Solution
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Quick and Easy Survey Design
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Ease of Use for Participants
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Immediate Results
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Ease of Compiling Results
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Integration with RightNow Web
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Powerful Usage Models

• Customer Support Incident Closure
• eCommerce Transaction
• eMarketing Product Development
• Access Internal Needs

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1. Customer Support Incident Closure Survey
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Customer Support Incident Closure Survey
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Customer Support Incident Closure Survey
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Customer Support Incident Closure Survey
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Customer Support Incident Closure Survey
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Metrics Features Used

• Closed Incident Survey
• Metrics Integrated with RightNow Web

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Metrics Features Used

• Survey Distribution
• E-mail Link

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Metrics Features Used

• Survey Style
• Parchment

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Metrics Features Used

• Scoring Notification

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Metrics Features Used

• Notification Email Results

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2. eCommerce Transaction Survey
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eCommerce Transaction Survey
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eCommerce Transaction Survey
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Metrics Features Used

• On Demand Survey
• Anonymous Audience

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Metrics Features Used

• On Demand Survey
• Survey Link Placed on Web Site

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Metrics Features Used

• Survey Style
• Casual

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Metrics Features Used

• Results

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3. eMarketing Product Development Survey
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eMarketing Product Development Survey
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eMarketing Product Development Survey
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eMarketing Product Development Survey
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Metrics Features Used

• On Demand
• Targeted Audience

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Metrics Features Used

• Survey Distribution
• E-mail Link

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Metrics Features Used

• Survey Style
• Blueprint

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Metrics Features Used

• Results
• Graphical
• Tabular

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4. Internal Surveys
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Internal Surveys
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Internal Surveys
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Internal Surveys
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Internal Surveys
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Metrics Features Used

• On Demand
• Anonymous Audience

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Metrics Features Used

• Survey Distribution
• Email HTML

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Metrics Features Used

• Branching

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Metrics Features Used

• Results
• Graphical
• Tabular

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Questions Answers