📂 QSF Template: Share your standard CX Transactional Survey and Operations | Experience Community
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📂 QSF Template: Share your standard CX Transactional Survey and Operations

  • May 11, 2020
  • 7 replies
  • 58 views
MattBroffman_Orlando
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I figured we'd get this started. I'm really interested to see what others are doing in terms of a standard CX survey after a government transactions. Here's what we're doing

  • Organization: City of Orlando

  • Level of Government: Mid-size City

  • North Star/Key Metric(s): Trust in the city (How much trust or distrust do you have that the City of Orlando will do the right thing when it comes to handling local problems) and Service Satisfaction

  • What transactions: Our goal is all (we have 300+ services) Right now we're measuring mostly services with a digital intake..appx 25 services

  • When is the survey sent out: Either after the transaction is closed (when we have a ticketing system we can tie into) or after the SLA has expired (e.g. potholes are filled withing 24 hours of reporting so we wait a couple of days after report to send).

  • Automation: We have integrated our online forms tool to Qualtrics so that each transaction pushes into Qualtrics. From there Qualtrics has a delay built-in for the SLA. We also do monthly(ish) exports from our other systems into Qualtrics

  • How we handle closing the loop: If a user asks for follow up or they rate poorly we manually forward to the manager of that departments. Our goal is to get managers into Qualtrics for ticketing follow up.

  • Sample Survey: https://orlando.co1.qualtrics.com/jfe/form/SV_3JBT7VFaKInhymx?Category={Service%20Name} (select that we did not complete the service but you did hear back to see all options)

  • Qualtrics File: Attached

  • Other: We also ask at the end if they want to participate in future research. If so, we add them to our growing panel and send them a panel survey to get their demographics.

Feel free to use this format (or modify to meet your needs) to post what you are doing to measure satisfaction post transactions. This includes 311 calls, case followup, etc. I hope we can get a good library of CX solutions from the public sector!
CX_Touchpoint_-_Transactional.qsf

    7 replies

    AdamK12
    Level 5 ●●●●●
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    • AdamK12
    • Level 5 ●●●●●
    • May 12, 2020

    MattBroffman_Orlando Thanks very much for sharing this. I'm going to share it with my colleaugues who manage our "triage" for incoming customer service requests because it may help guide their thinking.

    Adam Korengold, NLM/SCI (he/him/his)
    Chris2pher24
    Qualtrics Employee
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    • Chris2pher24
    • Qualtrics Employee
    • May 19, 2020

    Radam Would love to see an example of questions from the 311 feedback surveys Miami-Dade uses here. I think those could be really instructive for other state and local governments too!
    Lesliejs1 Would love to see examples of questions for transactional CX feedback from Olathe too! Maybe something around your public works?
    AmyNyren I think some examples of standard questions you've been working on with Scott for the enterprise CX program at Hennepin County would be great to share too!

      Radam
      Level 4 ●●●●
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      • Radam
      • Level 4 ●●●●
      • May 20, 2020

      Of course, this is a copy of the survey a customer would receive when their request for a repair/replacement of their Green Garbage Cart is marked as complete by the service provider. Please feel to play with it, https://miamidadecounty.co1.qualtrics.com/jfe/form/SV_eg36IYDGhSutb13


        MattBroffman_Orlando
        Level 2 ●●
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        Radam Love the brevity of the survey, close loop and panel building! I'm curious how NPS has been working for you? We tested and settled on Trust vs NPS.

        Radam
        Level 4 ●●●●
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        • Radam
        • Level 4 ●●●●
        • May 20, 2020

        MattBroffman_Orlando thank you!
        I've been on the fence between NPS and Trust for probably 18 months. About 15 mins ago I sent a screen shot of your trust question to our feedback team seeing if there are any objections to switching.
        Being that we are either a monopoly with most of our services or they are already paid for via property taxes, NPS doesn't perfectly fix but the familiarity it has with the public allowed me to justify it.

          Lesliejs1
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          • Lesliejs1
          • May 20, 2020

          Bulk_Pick_Up_-_Example_for_public_sector_community_-_Qualtrics.docxHere is an example of our closed feedback with inner and outer loops.
          Olathe implemented a transactional survey for our bulk item pickup about a year ago. We were scheduling these all over the telephone and it was always our number 1 call. We have implemented an online request that we are trying to get more citizens to use to free up customer service for other things. Here's what we're doing
          ·        Organization: City of Olathe
          ·        Level of Government: small size City (compared to Orlando)
          ·        North Star/Key Metric(s): Feedback for coaching customer service reps and solid waste drivers, channel usage preferences and Service Satisfaction
          ·        What transactions: We have a few in different departments. Public Works has truly implemented a closed loop process for our bulk item pickup service. More to come.
          ·        When is the survey sent out: A nightly query pulls bulk item pickup work orders from our utility billing system that were closed that day. The following morning the Solid Waste Coordinator uploads the list as a sample to the bulk item mailing list in the Contact Directory and uses that sample (todays date) to distribute the survey via email.
          ·        Automation: The utility billing query is automated, but the rest is manual at this point. We chose to walk before we run.
          ·        How we handle closing the loop: We have an action set up that recognizes overall dissatisfaction and forwards an email with pertinent information to a distribution list of 2 managers for follow up and review. We have an additional action that recognizes dissatisfaction with the scheduling of the request if it was not requested online. This would involve customer service so that generates an email with pertinent information that is sent to the Customer Service Supervisors for review and follow-up with the customer service representative that scheduled the work order and/or customer. Management receive weekly summary reports in their email and each division has a dashboard they can reference.
          ·        Sample Survey: https://olathecx.co1.qualtrics.com/Q/EditSection/Blocks?ContextSurveyID=SV_0vbGuca1Vr0vdSR
          ·        Qualtrics File: Attached
          ·        Other: There are several reports we use and the dashboards. Reach out to me if you would like more information on those.

            MattBroffman_Orlando
            Level 2 ●●
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            @Radam Do it! Would be good to have another FL jurisdiction to compare trust and satisfaction across.

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