Overview

Below are screenshots from a proposed On Boarding survey to be sent to contacts at a customer immediately after the on boarding process is complete.

Some features of a good survey to be considered:

  • The ability to track not only the responses to the survey, but the person who took the survey.  This can be done with the tool I used (getfeedback.com) by entering custom fields in the URL for the survey in the query string.  Other survey tools offer the same functionality.
  • An incentive to complete the survey.  Is there something we can offer as a benefit for completing the survey?  A Starbucks gift card, etc.

(Click each image below to see the full screenshot)

 
 

Question 1: NPS Score

This is a standard NPS Score question, however it's been modified slightly to focus on the on boarding process.

 

Question 2: Reason for NPS Score

Standard practice for NPS Surveys is to get the score and then immediately ask for free-form information on why they gave the score they did.  No matter what the score, it's essential that someone follow up on the response to this question.

 

Question 3: Kick-off call

The next three questions are all "sliders".  The customer is asked to answer the question by placing a slider somewhere on the defined spectrum.  Should be pretty simple to understand for the customer and is self-explanatory.

 

Question 4: Set Up Guide

 

Question 5: On Boarding Pace

 

Question 6: Rank the Steps

 

Question 7: Anything Else?

In addition to question #2 where we ask for a free-form text reason for the NPS score, we're giving them another opportunity to let us know about the on boarding experience.

This question and #2 should make for good fodder for the conversation that happens when the CSM calls to discuss the survey results.

 

Thank You Page

There are two things here to consider still:

  1. Find a more recent team picture.  If there is one of just the Customer Success Team, that would work very well, too.
  2. The CTA (Call To Action) drives the customer to the login page for inMotion.  Is there a better CTA or do we even need one?
 

Remaining To Do Items:

  1. I spoke to Chris and he says that we have a Survey Monkey account.  He will need to set up the survey and he can't share the login.  Once we have the right list of steps for question #6 we can send the list of questions over to him for implementation.
  2. Pull the list of contacts that have gone through on boarding in the last 6 months or so and send them over to Chris for the initial survey send.  He'll need:
    • First Name
    • Last Name
    • Title
    • Email
    • Company
    • CSM assigned to the customer (So he can personalize the message)
  3. It's best practice to follow up on NPS survey responses with an email or phone call from the CSM.  However, this initial survey will blast to many contacts and it might create a lot of work all at once.  We need to decide what our response (if any) will be.