Recommendations for an on-boarding/adoption survey
+63Hello all
I am looking to implement a survey to learn how we can improve our on-boarding/product adoption journey, and wanted to hear what the community has to say in terms of what I should be asking.
In short I want to understand how easy it is, if the self-help material is of a good quality and if the customer feel they've reached the time to value in a reasonable time frame.
I'm currently thinking: One CES question, One CSAT question, and lastly a possibility to leave a Comment.
But the whole "time to value"-question eludes me. Do you have any recommendations on how to phrase a question that captures this sentiment?
Thanks in advance
-Matt
+43Refer below link
https://blog.cultureamp.com/employee-onboarding-survey-questions
+63Thanks, but the Survey I'm looking to create is for our external customers, not the employees.
> @bansalpeeyush29 said:
> Refer below link
>
> https://blog.cultureamp.com/employee-onboarding-survey-questions
I don't personally have one, but thinking out loud:
Rather than asking customers to estimate the time to value, what if you sampled customers at different points in the journey? It might take some work to devise a sampling method. But say, all Even Numbered Customer IDs get the survey after 2 weeks while all Odd Numbered Customer IDs get the survey after 6 months. You could align the survey closer to your churn expectations that way.
I also wonder how much of that is even survey-able to be honest. The question feels more like a persona-based qualitative questions for usability tests and interviews to me. But I know how orgs like those numbers ;)
+11We have something like this and personally, I think the most important thing we ask is if we are meeting our customers' expectations. Of course, I'm a CX advocate so my opinion might be biased but I think it's really important to make sure they're having a good experience _after_ we close the sale.
If they report negative sentiment in any of several questions we have, we automatically create a SFDC case and have a manager follow up with them. It's worked really well so far!
> @jpardicusick said:
> If they report negative sentiment in any of several questions we have, we automatically create a SFDC case and have a manager follow up with them. It's worked really well so far!
I like this- we do this for any of our post-transaction surveys as well. I can think of several instances were we had an upset customer we were able to retain after a manager had the opportunity to intervene and fix the problem.
+63> @jpardicusick said:
> We have something like this and personally, I think the most important thing we ask is if we are meeting our customers' expectations. Of course, I'm a CX advocate so my opinion might be biased but I think it's really important to make sure they're having a good experience _after_ we close the sale.
>
> If they report negative sentiment in any of several questions we have, we automatically create a SFDC case and have a manager follow up with them. It's worked really well so far!
This sounds like a pretty nice alternative. How is that question asked?
Post sales "TLC" is often forgotten.
+11The question is specific to our product but it's basically asking if the performance is meeting their expectations. Sometimes their expectations are unrealistic but it's important that we reach out and address them.
+63> @jpardicusick said:
> The question is specific to our product but it's basically asking if the performance is meeting their expectations. Sometimes their expectations are unrealistic but it's important that we reach out and address them.
Yes, I agree. Thanks a lot for this!
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