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Use Case Examples - Simple Satisfaction Survey

Posted by Jason Abromaitis and Drew Chambers on Jan 29, 2019 8:39:30 AM

Corus is powerful and flexible. While we want your imagination to run wild with how to use it, we’re sharing some examples in our new ‘Use Case’ series to make it easier to get started.

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“Can Corus do ____?”

“Yes”

- Nearly every client conversation

Perhaps the easiest way to use cor.us is to collect feedback after a transaction or customer experience. We’re sure that you’ve gotten dozens of these types of surveys this week alone. Every business needs to track how they are doing and where they need to improve. Sometimes these are done well, and sometimes… not so much. Remember the last time you said, “yay, a survey!”??? - we can’t either. So the key here is getting more out of feedback without harming the customer experience.

Timing

We think that it is important to get feedback both when the experience is fresh in a customer’s mind, and at a later date to see how the experience impacts long-term brand equity. Using Zapier, we integrate to dozens of CRM and ERP systems to trigger surveys right after a transaction. In these surveys it is important to seek details about points of failure in the process (we’ll get to how we then analyze this data). We then recommend periodic subset surveys about your brand and overall perception of your product or service - if you’ve got a customer list, it’s simple to upload that list to Corus for us to send them surveys with the first question directly in the email and follow-ups that you can control.

Message

We find that a short and succinct message that conveys respect and gratitude is most effective. This means a message that clearly references the duration of the survey, the reason you need the feedback, and (thanks to Corus) the fact that the respondent can donate money directly to charity for participating!

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Survey Design

Progressive disclosure is key so that your customers only take questions relevant to them. You can build surveys that are unique to each customer type, as well use survey branching and logic within each survey to limit the length of the survey for each participant.

Accessibility is also a key to reaching all of your customers. One key aspect of accessibility is mobile-friendliness. Our surveys are designed for easy completion with large buttons and responsive formatting. Another aspect of accessibility is diverse population inclusion. We enable machine translation of surveys to any combination of 60 languages for free (and human translation directly integrated for a small fee). In the US we observe that about 8% of respondents will opt for Spanish if given a choice.

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Simplicity is really important to ensure that the answers you get are meaningful. No respondent reads survey questions for nuance - they look for keywords and phrases that let them answer more quickly. If you can cut a word - cut it. If you can remove a question - remove it. For more on our thoughts on best practices - see our guide here. We motivate simplicity as the first 5 questions are totally free, and we then charge per question you ask. Keep it short and Corus can be totally free for you to use.

Collaboration is key to making all of these things possible. We let you work with a team to ensure that you’re asking focused questions and taking advantage of all of the power offered by Corus. You can also hire help on-demand on our marketplace to ensure that you’re asking the right questions for your industry.

Analysis and Reporting

Corus believes that while a dashboard is useful, it is important to dig into the data. It is for this reason that we developed a tool that gives you perfectly formatted data to enable deeper understanding. You can also hire help to run regression analysis on underlying drivers of satisfaction - which could help uncover where to focus your effort. Or you can model the impact of improvements on key dimensions by combining with internal sales data and hiring help to understand the monetary impact of satisfaction (it may be greater or smaller than you think).

Topics: data analysis, Help, use case

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