NEW FEATURE ALERT!

Getfeedback is blazing new trails just like you! 

We're excited to announce a collection of new customer experience features designed specifically for Salesforce customers who want to fuel retention and growth. 

Learn more 👇

What are the features?

NPS Key Drivers:

• This feature is twofold: new question type and new dashboard tile

• The question type follows an NPS question (sequentially) and is based on a rating grid matrix with a CSAT question structure. By default, it asks “ How would you rate us in these areas?” The areas are chosen and populated by the survey administrator.

• The new dashboard tile measures a correlation between the NPS score and the key driver question. Essentially, if you have a low NPS score and a high correlation to a key driver then you may want to focus on that driver to lift your NPS score. Adversely, if you have a low NPS score and a low correlation with a key driver then it should be deprioritized. 
  • Note: dashboard tiles are not automatically generated.

• Columns:
  • Potential Driver

  • Correlation with NPS (has a tooltip to show significance)

  • Avg Driver rating

  • Driver score distribution

Crosstab:

• Crosstab is a new dashboard tile that cross-references two survey questions, either:
  • NPS score x one key driver: this is recommended as a best practice

  • NPS score x multiple choice question: this is built for customers with legacy surveys using multiple-choice questions to solve for key drivers. Note: each key driver will require a separate crosstab tile because the vertical column will be CSAT score.

• Steps to building the new tile:
  • Adjust Percentage based one NPS scores by each row or by total responses 

  • Select a multiple-choice question to populate the crosstab with 

  • Select a time period to filter by 

  • Filter by merge field, answer, or language 

Advanced Actions:

• Multiple Actions: Set up an Action that includes multiple actions (i.e. send multiple emails, tasks, or some combination of the two)

• Merge Field Actions: Customize email subject lines using merge field data. Note: that data needs to be included in the survey.
  • Examples include account name, account tier, region, language, support member, etc.

Email List Upload:

• Bulk upload of recipients via CSV file. Under “Send to a List from GetFeedback”. 

API Email Send

• Pass email addresses to GetFeedback via an API who then emails surveys via Sparkpost. API’s are only in our docs all back end no front end UI. 

The Value 

ADMIN:

• Allows end-users to easily set up a key driver question and create a new dashboard tile for their team so they can gain more insight into their NPS score. 
• Allows end-users to create new dashboard tile(s) for their team so they can gain more insights into their NPS program.
• Saves time and energy for the person setting up actions
• Saves time and energy for follow up teams so they don’t have to data dig to prioritize actions
• Much larger email list possible with file upload 
• Faster and easier than typing in the text box to format in an external file 
• Allows for a new method of survey distribution by sending a list of emails through an API 
• Faster and easier than downloading a list and uploading a list, easier to automate after initial setup 

CX Program

• With a standardized survey question and additional insights, customers can take data-driven action to improve their NPS scores.
• Better insights into NPS scores against each key driver
• If the data makes sense, then we would expect 1 to have the highest percent of detractors and 5 to have the highest percent of promoters.
• With crosstabs, customers can take data-driven action to improve their NPS scores. 
• More complete actions to follow up and complete the feedback loop better
• Much larger email list possible with file upload 
• Faster and easier than typing in the text box to format in an external file 
• Allows for a new method of survey distribution by sending a list of emails through an API 
• Faster and easier than downloading a list and uploading a list, easier to automate after initial setup 

Business

• By understanding the most critical areas in need of improvement, companies can take data-driven action to improve the customer experience, increase their NPS score, and increase loyalty (rather than throwing rocks in the dark). This translates into higher retention and reduced churn.
• By understanding the most critical areas in need of improvement, companies can take data-driven action to improve the customer experience, increase their NPS score, and increase loyalty (rather than throwing rocks in the dark). This translates into higher retention and reduced churn.
• With advanced actions, customers can have a more targeted follow-up, which enables their internal teams to operate more efficiently. This translates into reduced spend and higher customer retention.
• Much larger email list possible with file upload 
• Faster and easier than typing in the text box to format in an external file 
• Allows for a new method of survey distribution by sending a list of emails through an API 
• Faster and easier than downloading a list and uploading a list, easier to automate after initial setup 

Blog: https://www.getfeedback.com/resources/cx/customer-experience-management-for-salesforce/?utm_source=dlvr.it&utm_medium=linkedin