Sending a Customer Survey

Customer satisfaction is essential for FORMULATRIX to grow and be successful as a company. Keeping customers satisfied helps us maintain our maintenance revenue stream, and also helps our company reputation grow via word of mouth. To this end, we collect feedback from all of our maintenance customers on a yearly basis, beginning six months after the first instrument installation date at the site. We also take this as an opportunity to have customers update their contact listing, in case it has changed.

TIGA includes a mechanism to remind us who needs to be surveyed and what the status of that survey is, whether it is Pending, Customer Contacted, or Done. TIGA also includes a mobile-friendly web survey to send to customers, which upon completion is stored in TIGA and notifications are sent to the relevant teams, to ensure the customer is handled appropriately.

The survey requests the following information from the customer: a happiness rating from 1 to 5, additional comments, and changes to their contact list. For the customer, all fields are optional. Anyone that marks happiness as 3 or less is flagged as requiring attention, at which point the support team will take the lead in order to make sure there is proper follow up with the customer so that we may improve their experience. Reaching out to unsatisfied customers is essential to maintain our brand recognition and integrity as a company. Similarly, contact list changes are noted by the support team and changes are made in TIGA.

The results of these surveys are also shared with the marketing team to help identify customers that may be willing to collaborate with us on marketing campaigns, such as application notes, product reviews, webinars, and scientific posters. The sales team takes responsibility to ensure that every customer completes the survey as provided. Although the sales team might see this as a distraction from the sales process, it provides them with another opportunity to reach out to a customer and find if they are in need of additional products or upgrades. Attending to customer surveys then is a good opportunity to build a relationship with our customers, and to help drive future sales.

A Customer Survey Sample

Note

A customer survey record for a specific account will be created automatically by the system six months after the first installation date at the site. By default, the record’s status will be Pending. If there are no pending items for your territory, you do not need to send a customer survey.

To send a customer survey:

1. Open the Customer Surveys table bar. By default, Customer Surveys is not on the table bar. To add it, click Plus button on the far-right of the table bar, and select Customer Surveys.

   

   The Customer Surveys Menu

2. Click Customer Surveys. You then need to filter the records based on your sales region and the status in the Territories field.

3. Type your sales region in the Territories field and press Enter to filter the records.

   

   Filtering Customer Surveys

4. Open one or more Pending records by clicking the Pencil button. The Edit Customer Surveys window opens.

5. To generate the URL in the Edit Customer Surveys window, a minimum of two fields must first be completed. The Performed By field should contain the name of the employee who is responsible for completing the survey, and the Contact field should contain the name of the person at the customer site to be contacted regarding the survey.

   

   Editing Customer Surveys

6. Click Update in the lower-right corner of the Edit Customer Survey window. Reopen the record and the URL address will be automatically generated in the Url field.

   

   The Url Field

7. Copy and paste the URL address to the email body and send the email to the contact at the account. For the email body, please use this template.

8. Change the status of your survey in the Status field of the Edit Customer Surveys window to Pending - Contact Attempted.

   

   Survey Status

9. Click Update.

Survey Completion

After the survey is completed, the status will be updated automatically to Done. If the happiness score is below three (3) or there are changes to the update list, the Follow Up Status will be set to Support Follow up Required which support will take charge of addressing. See Adding and Duplicating Contacts.

Following Up on Unfinished Surveys

Every 2 weeks, check through your Pending - Contact Attempted queue. At this time, send a friendly reminder to the contact(s).

After 30 days, any customers still listed as Pending will be added to the bottom of the weekly survey reminder list. At this point you should talk to the customer personally to collect the required information. If necessary, you may click on the survey link and fill in the required information based on your communication with the customer.

If the customer is unable to respond at that time, attempt to set an appointment when you can collect the feedback from the customer. If the customer still is unable to respond, in the TIGA survey record update the status to No Response.

Important: Sales managers should check the No Response records and convert their status to Dead only if no more routes of action are available.

Related Topics:

• Adding and Duplicating Contacts