Survey email alerts, also commonly referred to as triggered email alerts, are a must-have feature for online survey software. Why? So you can respond to customer or employee feedback from HR questionnaires to product evaluation to customer service surveys. Yesterday, I wrote a post on tips for listening to feedback. Timeliness in closing the feedback loop should be a priority for organizations looking to improve how they respond and implement changes in reaction to comments.
A common form for feedback collection is web based surveys. So it should be no surprise when I say you need to have email alerts triggered to quickly respond to customer questionnaire or employee survey responses. Not every survey needs triggered alerts and you don't always need them for every respondent, so Cvent's Web Survey tool gives you three options for survey email alerts:
1. Alerts at the question level. If a client responds to a customer satisfaction survey saying they are very dissatisfied with your product or states they are unlikely to renew their contract, it may be appropriate to set a task for their account manager to follow up. Follow up as soon as possible. I find the sooner you can follow up with someone, show them that you're listening and want to resolve any issues, the easier it will be to win them back. The longer a customer has to think about a problem and stew about the pain it's caused, the bigger deal it's going to be later - possibly a deal breaker.
2. Alerts based on survey score. Many people use online surveys as a lead generation tool, for many of those users scoring leads to help the sales team prioritize follow up is important. In cases like this, you may decide you want to receive an email alert when someone scores over a specified number on the survey to ensure the team is following up with the hottest leads. The same idea could be used for educational surveys where you may want to know when a professor receives below a certain score on teacher evaluations completed by students.
3. Alerts for a completed survey response. There will be cases where you want to know when someone completes your survey and how they responded. Be careful with this, when you have a large survey sample, you don't want to be receiving emails every minute to let you know someone completed the survey.
With Cvent, surveyors have the opportunity to send the survey alert to five people and include a custom message in the alert. If you're using survey question level alerts, you can have different alerts be sent to different people as well. Meaning, if you want your customer care team to know when someone gives good feedback on a call they had, but the sales team to know when someone is unlikely to renew, you can set the alerts up that way.
Sign up for a product demonstration to learn more about Cvent Web Survey software features.
A common form for feedback collection is web based surveys. So it should be no surprise when I say you need to have email alerts triggered to quickly respond to customer questionnaire or employee survey responses. Not every survey needs triggered alerts and you don't always need them for every respondent, so Cvent's Web Survey tool gives you three options for survey email alerts:
1. Alerts at the question level. If a client responds to a customer satisfaction survey saying they are very dissatisfied with your product or states they are unlikely to renew their contract, it may be appropriate to set a task for their account manager to follow up. Follow up as soon as possible. I find the sooner you can follow up with someone, show them that you're listening and want to resolve any issues, the easier it will be to win them back. The longer a customer has to think about a problem and stew about the pain it's caused, the bigger deal it's going to be later - possibly a deal breaker.
2. Alerts based on survey score. Many people use online surveys as a lead generation tool, for many of those users scoring leads to help the sales team prioritize follow up is important. In cases like this, you may decide you want to receive an email alert when someone scores over a specified number on the survey to ensure the team is following up with the hottest leads. The same idea could be used for educational surveys where you may want to know when a professor receives below a certain score on teacher evaluations completed by students.
3. Alerts for a completed survey response. There will be cases where you want to know when someone completes your survey and how they responded. Be careful with this, when you have a large survey sample, you don't want to be receiving emails every minute to let you know someone completed the survey.
With Cvent, surveyors have the opportunity to send the survey alert to five people and include a custom message in the alert. If you're using survey question level alerts, you can have different alerts be sent to different people as well. Meaning, if you want your customer care team to know when someone gives good feedback on a call they had, but the sales team to know when someone is unlikely to renew, you can set the alerts up that way.
Sign up for a product demonstration to learn more about Cvent Web Survey software features.
Before you start writing any survey you need to define clear project goals. I mean it. Before you place pen to paper, or fingers to keyboard to design a questionnaire, clearly defined project goals is a must. With out goals, your survey project is going to be worthless. Well, not quite worthless, you'll get some facts out of it, but they wont mean anything. They'll be single pieces in a 1,000 piece puzzle. To make sense, puzzle pieces need to fit together to form the whole picture, and survey data is like that as well. Each piece fits together to give you the whole picture. 
Sometimes I feel like I'm always wearing my marketing hat. I watch TV and comment on commercials and their cohesion with the brand. I receive a sales and marketing email and critic the message. I go to a website and wonder how it could be more user friendly. I go on Twitter looking for help after a company offers terrible phone support and am irritated at their lack of presence in the social media realm. I'm always wearing my marketing hat. If you're like me, you probably are always wearing your hat too, whether it's marketing, customer service, HR, sales, the list goes on. 
Netflix was ranked #1 for customer satisfaction for the fifth consecutive year, beating the other Top 100 online retailers. The new customer satisfaction survey, released by FGI Research, has Amazon falling a short second, and Avon.com, DrsFosterSmith.com, Newegg.com and QVC.com tied for third. The FGI survey report estimates a single point increase in customer satisfaction could result in an increase of 9% of the online retailer's year-over-year sales. Furthermore, satisfied online visitors are 44% more likely to make purchases through the retailer's other channels (like in the store). More importantly, they're 72% more likely to recommend the brand. Customer satisfaction has a direct correlation to customer loyalty. 
Anyone who knows me knows how much I value customer service. One bad experience impacts my future purchasing decisions. I'm not the only person who places value in customer service. Unfortunately for organizations, many of your customers are just like me. However, many senior managers, marketing, sales, customer service employees don't enter their jobs remembering what it's like to be a customer. Everyone is a customer, yet we all forget that's true when designing programs and interacting with our own customers. Finding out if you're doing a good job in the customer satisfaction and experience arena is simple, if you continually ask yourself:
Are you investing in employee morale? In a recession, it's not unusual for employees to question their job stability. Fears of job loss causes concern about finances, which can drain employees' energy. When employee morale is low, just about any excuses is good enough to just stay home. Organizations need to invest in their employees. 
After Forrester released their 
