Instant Alerts Based on Your Survey Respondents Answers

Survey writers from various industries conduct surveys using the Cvent Web Surveys software tool. One of the most common industries is customer service, where the survey creator is trying to make sure their customers are happy with their products and services. Customer service surveys are used to ensure the quality standards of customers satisfaction.

When the Cvent clients conduct a customer satisfaction survey, they wait for the survey responses to be completed before running reports to see how respondents feel about their offerings. What about the respondents who were dissatisfied with the product or service and want to be contacted immediately?

Email alerts are one of the most useful features that survey designers can use to identify and then take action, where appropriate, when respondents say they are unsatisfied with the service or product. Email alerts provide the option for the person creating the survey to set alerts on questions, this can be a question where the survey respondents are asked about their satisfaction level with the organization's offering.

Take this example customer satisfaction question: "How satisfied are you with the quality of the product?” If emails alerts were set up, an email will go out to the specified people letting them know a customer selected the survey question option of “Dissatisfied."

When someone answers the question and says “Dissatisfied” an email will be sent to the people who were added to the email alert. In some cases, it may be the same person who created the survey, in others, it may be the sales person who owns the territory the respondent is located in or even the customer service manager. The employee or group of employees can quickly get in touch with the customer to inquire more about their experience. Why do organizations want to do this? Because closing the feedback loop can make the respondent feel valued and in some cases move them to the satisfied customer column.

The email alert function doesn't only work on the question level, you can also use email alerts on the survey level and receive an email anytime someone completes the online web questionnaire, or you can set email alerts based on respondent scores. If you're using scoring in your survey questionnaire, you can set alerts to be sent if a respondent falls above or below the specified score. While we used the example of customer satisfaction questionnaires to explain the value of email alerts, they can also be used with employment performance review forms or market survey questions or other types of web survey research.

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