Feedback as a Business Tool

Do not read them only as a report with averages. Go through the individual responses and look for three signals: purchase interest, churn risk and a satisfied customer. Each signal calls for a different response and often a different person in the company. The rest of the responses help you improve your product and processes. The processing can also be automated: at Performia spol. s r.o., a Make scenario evaluates the questionnaire of more than 300 participants after a webinar, writes them into Raynet CRM and Quanda, and instead of 2.5 days of work for two people it takes 7 to 10 minutes.

Use the advanced filter in the response analysis. You can filter by the answers to individual questions and, for identified respondents, also by contact and company data. You then assign a tag to the filtered group in the completed questionnaires and can send it a campaign.

It is the only way to know who responded. The responses are linked to the contact and you can also see details about the person and their company. Responses from a public link or a QR code are anonymous, so you cannot get a business signal out of them.

Reach out to detractors as personally as possible, ideally with a phone call or an email from a specific person with an apology and one corrective step. Ask promoters for one thing, such as a rating on a public profile, permission to quote them or a referral. Keep the campaign for promoters short and with a single call to action.

On the first page, the context: what you asked about and why, who you asked, how many people responded and over what period. The most important part is the summary with three to five findings, concrete steps with a responsible person and a deadline, and how you will check the change in the next round. You can download the report as a PDF or send it by email.

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The course has 5 lessons and takes about 1.5 hours. It is designed for intermediate users. You learn at your own pace, your progress is saved in your learning account and you can pick up where you left off at any time.

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