I don't think I totally understand the setup- are completed customer responses, every single one of them, being sent to an entire distribution list of people?
Either way- it seems to me the CX team would benefit from taking a slightly more active role in the process to "filter" responses and help make sense of what you're seeing:

1. Use the E-mail Trigger function to only send "perfect scores" and/or "dissatisfied customers" to the e-mail chain. Set yp the e-mail automations according to more stringent requirements.


2. Send "perfect scores" and/or "dissatisfied customers" to Salesforce Chatter or some other communication platform your company uses.


3. Use the driver analysis to periodically (monthly or quarterly) identify trends. Have your researchers/analysts push this out with "next steps" to fix longer term trends.


4. Consider a more formalized award system for high-performing employees.

For my org, only "dissatisfied customers" (scores below a pre-defined threshold) get automatically sent via e-mail to the manager of the unit. This is the only instance I think it makes sense for us to bother some of leadership in-the-moment.
Otherwise, leaders have access to CX dashboards where they can see aggregate trends any time they wish. We also have a CX analyst prepare quarterly e-mailed reports with that same dasbhoard, but adding some of the "human" touch and delivering insights and improvement suggestions. This way a leader can check if they need in-the-moment information, but we are pushing important trends to them periodically via e-mail.

Furthermore, all survey responses are piped into Salesforce so that any staff member, individual contributor or leader, can 1) review a customers' past responses before entering a meeting/interaction with them, and 2) look-up any interesting comments they see in their dashboard in Salesforce to see who said it and what the rest of the response said.

---

Thanks for answering the question, Kate, and sharing some of what your team is doing. We are planning on doing some of the things you already mentioned:

1. Push survey responses to SFDC under the accounts


2. Formalizing closed loop with set thresholds and having CSMs follow-up via follow-up in SFDC


3. Producing an executive report or read out with analysis. I am planning on giving access to reports for them in Qualtrics w/analysis....I have pushed against this, but might lose this battle for now with the hope of changing in the future.


4. Sharing Dashboard w/in Qualtrics with Team Leads in our Service Area. Unfortunately, it's just me so I don't have a team of CX Analysts or "borrowing" and training some analysts in the business yet. The plan is to get here though.


5. Formalizing a CX Rewards and Recognition program with those perfect scores.

I'm just towing the line back and forth on how hard I can push w/in the org today because I am taking things away from them (which is their perception). I'm getting a lot through, but will have to be patient on some things.

Once again, thank you for sharing your feedback and thoughts. I love connecting with other CX people in the community.
Tish

---