Sunrise Academy: Customer Surveys

Following a webinar released by one of our ITSM Consultants Lyndsay Towers outlining Sunrise’s Customer Survey offering the below is the content of the webinar within a blog post along with the attached video at the end.

In the realm of support services, comprehending your customers' needs and experiences is pivotal to unlocking success. Here at Sunrise, we're thrilled to share how our customer surveys can revolutionise your approach to user feedback. Join us as we explore the art of meaningful surveying and unveil our latest offerings, culminating in a glimpse into the prowess of "Safe Hands" for your business.

To Ask or Not to Ask: Striking the Survey Balance

In a world where data-driven decisions hold sway, the significance of customer experience has risen to the forefront. Navigating the fine line between gathering valuable insights and not overwhelming customers is a challenge we all grapple with. At Sunrise, we're attuned to this nuance. We recognise that delivering an exceptional experience transcends merely meeting service level agreements—it's about forging human connections.

Survey Considerations: Tailoring Your Approach

Before embarking on your survey journey, consider the context in which you'll be collecting feedback. Is it upon incident resolution, change completion, or HR case closure? This decision will guide the type of survey you'll deploy.

Our surveys seamlessly integrate into communication streams. For incidents, a hyperlink in resolve/close emails is included, ensuring your customers have a simple and accessible avenue to share feedback. Additionally, survey forms can be published to your self-service platform, affording customers the convenience to express their thoughts at their leisure.

Seeing Stars: Navigating Complex Insights

Our "Seeing Stars" survey was the trailblazer in our survey repertoire. This comprehensive survey offers up to nine questions, each adorned with a spectrum of stars ranging from 1 to 10. While this option provides a robust platform for gathering targeted information, we've discerned that simplicity can be advantageous. On certain occasions, a shortened version tailored to specific record types, such as Incidents, can yield more insightful responses.

Say Cheese: A Pictorial Pathway

In response to evolving preferences, we introduced pictorial surveys. This innovation simplifies the feedback process by substituting verbose options with lucid pictorial choices. Offering options of 2 or 5 images, customers can effortlessly convey their sentiments through visuals, augmenting the ease of communication.

Unveiling a New Era of Customer Engagement

As the sun rises on a new era of customer engagement, the importance of insightful feedback becomes increasingly evident. It's about fostering profound connections and nurturing enriched experiences. Here at Sunrise, we extend an invitation to seize the power of feedback. Dive into our versatile survey offerings that are finely tuned to your ITSM context. Pair this with the transformative capabilities of "Safe Hands" consultancy, and you'll find yourself ascending to unprecedented heights in customer engagement.

In conclusion, let "Safe Hands" be your guiding light in the realm of ITSM. With a fusion of expert consultation and insightful feedback, we're here to help you cultivate enduring relationships and shape remarkable ITSM experiences. The journey awaits—join us in embracing the potential of feedback, exploring our tailored survey options, and discovering the immense impact of Sunrise consultancy.