Lead generation is critical for any business, but let’s face it, managing the process can be a real hassle. With Enalyzer, you can streamline your lead generation workflow and save valuable time and resources.
Webhooks are automated scripts that help integrate different systems. In this case, Enalyzer’s outgoing webhook feature makes it simple to send incoming leads from your Enalyzer survey straight to any external lead management systems. This means you can focus on what really matters – closing those sales!
Ready to try it out? Here’s how Enalyzer’s outgoing webhook helps you enhance your lead generation.
Captivate leads from the start
Get people’s attention with Enalyzer’s high-end, engaging, and mobile-friendly survey experience. If you’re not sure where to start, use one of our lead generation templates, such as the Meeting Booking Form or NewBizz Pre-Sales Meeting. You can easily customize them to fit your brand, needs, and most importantly your audience!
Location, Location, Location
Drive traffic to your lead generation form by placing it on your website. Enalyzer makes it easy to add your form as a pop-up, button, or standard embed. You can also generate leads through Google AdWords and direct traffic to your form.
Follow-up quickly
Speed is key when it comes to lead generation. Enalyzer’s outgoing webhook allows you to send real-time notifications to your sales agents on Slack or Microsoft Teams every time a lead completes your form, allowing your Sales team to act fast.
It also eliminates manual work by automatically sending lead information to all relevant external tools, such as your CRM, Google Sheets, and sales management tools. The integration possibilities are endless, your only limit is your imagination.
Setting up the webhook is simple. You can decide to transfer all survey variables and questions or a selected few, add a push URL where the data should be posted, test your connection, and voila! The transfer of information is secure, ensuring the privacy and protection of your valuable data.
Analyze your leads
Gain insight into your leads with Enalyzer’s custom reports. Analyze the collected data to determine the best leads and optimize your lead generation strategy.
Enalyzer’s outgoing webhook integrates seamlessly with your existing tools, making it easy to automate the transfer of survey responses and supercharge your sales process.
Best practices for lead generation
Here are a few best practices to keep in mind:
Follow up promptly with leads to increase the likelihood of closing a sale.
Personalize your approach to build trust and differentiate yourself from competitors.
Test different lead generation strategies to find what works best for your business.
Ready to try it out? Give Enalyzer a go and see how it can help you generate more leads and streamline your sales process.
Every time a customer interacts with your company, whether it’s an online purchase or a conversation with your customer success team, it’s a chance to measure the quality of that experience. These interaction measurements are known as transactional surveys.
Transactional surveys measure the experience a customer has had within a particular transaction or interaction with your organization/brand, also known as a touchpoint. This type of survey is designed to measure the customer experience with a specific company segment in order to understand and improve it.
Chances are you are already familiar with transactional surveys. They tend to include questions like:
How would you rate your experience with our support team?
How satisfied were you with your purchasing experience?
On a scale from 1-5, to what extent do you agree with the following statement? It was easy for me to find what I was looking for.
In short, transactional surveys help you gauge your performance across multiple touchpoints.
If you don’t have the resources to survey the touchpoints that impact the customer experience, consider conducting a survey that measures the experience and assess the touchpoints that need critical attention.
It’s important to send transactional surveys as soon as possible after an interaction. Given that the interaction is still fresh, customers are more likely to answer your survey.
Beware of sending them too often. A customer that has to call a support center two or three times in a week isn’t going to like being surveyed after each interaction. Instead send them a survey after their case has been solved.
Furthermore, define the boundaries of the touchpoint. For example, if you want to measure the purchasing experience, you might want to send the survey after the item has arrived and not after the purchase.
Types of Transactional Surveys
The most common types of transactional surveys are Net Promoter Score (NPS), Customer Effort Score (CES), and Customer Satisfaction (CSAT) metrics.
Transactional CSAT surveys
Customer Satisfaction (CSAT) surveys are the classic transactional survey. As the name suggests, they measure a touchpoint’s satisfaction. For example:
How satisfied were you with your customer support?
How satisfied were you with your purchase?
How satisfied were you with the demo?
Customer satisfaction surveys are an easy and straightforward way to gauge your touchpoint experience. They should be sent to your customers immediately or a few days after the interaction or product delivery.
Transactional CES surveys
Developed in 2011, the Customer Effort Score (CES) measures the ease of a customer’s experience with the statement: [Company] made it easy for me to handle my issue. Customers mark whether they “strongly disagree” or “strongly agree” on a scale from 1 to 5.
You can adapt the CES question to the relevant touchpoint, for example:
The support agent made it easy for me to resolve my issue.
It was easy to find what I was looking for.
The video tutorial made it easy for me to resolve my issue.
CES surveys should be delivered directly after the interaction to gauge the amount of effort.
Transactional NPS surveys
In case you’re not familiar with the Net Promoter Score®, it’s a metric developed in 1993 by Fred Reichheld as a way to measure customer loyalty.
The NPS is based on a single and simple question on a 0-10 scale: “How likely is it that you would recommend this [company/product/service] to a friend or colleague?”
Respondents are segmented into three groups according to the rating they gave:
Promoters (score 9 – 10) are loyal and will recommend you to their networks. They are your ambassadors and are therefore more likely to remain customers and increase their purchases over time.
Passives (score 7 – 8) are satisfied for now but your company, product and/or service didn’t leave a lasting or permanent impact. They won’t vouch for you but may mention you within the right context.
Detractors (score 0- 6) are not happy! They will actively spread negative word-of-mouth and tend to be louder (and scarier) than promoters.
The NPS ranges from -100 to 100 and it can be seen as a report card for your company, product or service, grading the overall customer experience. To calculate the score, subtract the percentage total of Detractors from the percentage total of Promoters—this is your NPS.
The NPS can be used a transactional survey for a specific interaction. A transactional NPS survey question would be phrased: “Based on your most recent [experience/transaction], how likely are you to recommend [company/product/brand]?”
Automation is your friend
With our multiple question types, which include the NPS question you can build engaged and powerful surveys, you can build any and all transactional surveys.
However, when it comes to transactional surveys what you need is automation. As covered previously, transactional surveys provide you with actionable data. To be able to act upon this data, you need the data to come to you, instead of you to it. In other words, let the tech do the manual labor so you can focus on elevating your customer experience.
Our categories and notifications features will do the trick. Categories allow you to filter through your respondents based on their answers, for example, filter everyone that is satisfied with your customer support. You can enable notifications for categories, which means you’ll receive an email when incoming responses match your category, e.g. you can be notified every time a respondent is dissatisfied with the touchpoint you’re measuring.
The results
With our frequency charts, you can quickly gauge an average score for the touchpoint your measuring. Nevertheless, the power of transactional surveys, it’s the development over time since it allows you to quickly identify trends and quantify the effects of new initiatives. You can do this with time series charts.
Time series charts allow you to track variables over time and quantify whether changes you make to your product or service affect the customer experience. This enables you to figure out what works and what doesn’t and allows you to address concerns immediately. For example, if your customers are experiencing bugs related to a recent feature release, this might reflect negatively on your customer’s support NPS. Tracking your NPS will reflect this and show that the problem is not necessarily related to your support agents but to the unexpected bugs. Consequently, your strategy will be focused on improving feature releases instead of wasting resources in adding support agents.
You can also add benchmarks to your charts and compare different segments. For example, if you measure customer experience with your software demos, you can compare the performance of the different sales agents.
In 1986, MIX CPH screened six films. This year, that number has increased to 102 films. How would you like to manage that festival?
The MIX CPH team handles everything related to film curation, event planning, and marketing. Their biggest challenge boils down to limited resources. That’s because, for 33 years, MIX CPH has been 100% volunteer-driven and non-profit, so the big question is: how do you keep delivering quality with a limited budget, time and volunteers?
You start enalyzing.
Keeping volunteers happy
As an entirely volunteer-driven festival, MIX CPH puts special focus on the well-being, engagement, and satisfaction of the entire team. They want to ensure that planning Denmark’s third largest film festival is something enjoyable and fulfilling. How do they do it? Surveys, of course! But it wasn’t always that smooth.
“Last year, we sent out a set of questions via email to all the volunteers and they sent their replies to me, which of course I kept confidentially. Why did we do it like this? I don’t know. But needless to say that it’s easier with Enalyzer”
– Sara Sørensen, Head of Volunteers at MIX CPH.
MIX CPH now sends out an anonymous Enalyzer survey to all their volunteers twice a year. They can now compare results from previous periods, for example, their mid-year evaluation results with the end of the year evaluation results.
“With Enalyzer reports, we can see if our decisions are having a positive or negative impact on people’s stress level, workload, engagement, etc. It gives us a clear overview of whether or not we’re meeting our goals and allows us to make smarter decisions for current and future volunteers”
– Sara
Apart from the all-year-round volunteers, MIX CPH recruits volunteers that help with practical stuff during the festival, such as bartending for parties, program distribution, and more. Their evaluations are now being handled via Enalyzer as well.
“We have a high turnover of volunteers which can lead to enormous knowledge drain. Having all this data available in reports can easily paint a picture of things that have worked and not worked in the past, making decision making more informed and easier.”
– Sara
What’s a festival without awards?
MIX CPH decided to run their very popular Audience Award and some competitions on their social media, using Enalyzer!
“We had to drop the Audience Award last year because we didn’t have enough volunteers to handle the voting. With Enalyzer, we created a gorgeous survey and added it to our website and we can gladly say that the Audience Award is back!”
– Gintaras Vagelas, Head of Program
In a couple of minutes, they set up a simple, yet effective, survey and embedded it on their website where their audience could vote for their favorite films. The winners this year was George Michael Freedom: The Director’s Cut.
Removing human error and saving time
MIX CPH works hard to bring the best contemporary LGBTQ+ films to Denmark; this means they have to do extensive research of other film festivals. They also receive multiple daily submissions all year round. So how did they use to handle this?
“We need to know everything about a film: title, available formats, production year, director, production country, and more. Before we started using Enalyzer, those submitting films sent us an email with all the information we needed. The responsible for submissions had to manually type this information in our database – it took forever.”
– Gintaras
So what did the program group do? They found Enalyzer and Zapier.
They set up a submission form using Enalyzer, where directors, producers, distributors, or whoever is submitting their film can fill in the necessary information. They placed the form on their website and social media. Instead of getting emails, all the information they needed was now stored in their Enalyzer accounts. The next step was to set up some Zaps.
Having to enter the data into their database and answering submission emails took too much time, and as volunteers, this is a limited resource. That’s why they set up two Zaps, so when someone submits a film, Zapier automatically creates it in the MIX CPH Airtable database and sends a confirmation email to whoever submitted the film.
“Needless to say that we were all very excited about this solution. Instead of waiting for someone to insert the films, which can sometimes take a couple of days, our database is now continuously updated. We have more time to do what we do best, watch films!”
– Gintaras
Quiz competitions!
“It’s a fun way to give out some nice presents, do some PR for our films and engage our audience.”
– Iris Wenander, Head of PR/Web.
The PR team decided to use the Enalyzer Score Calculator feature to create some fun quiz competitions for their participants! The quiz had fun questions about MIX CPH 2018 film program, which helped create awareness of their films as well as reward their audience with some goodie bags!
When most people hear “survey”, they imagine a page or series of pages filled with rating scale questions asking them if they strongly agree or disagree. And we can’t blame them. Despite the available technology, most surveys are imitations of the good-old paper questionnaire. Now, don’t get us wrong, for many purposes this format works but don’t underestimate the power of videos and images. Multimedia engages an audience and can contribute to a coherent brand that is more likely to be remembered.
Enalyzer offers many ways to add videos and images to your surveys.
Clickable images
To engage respondents with the subject of your survey, you can present questions in a more colorful and interactive way. With Enalyzer, you can add image choice questions which allow you to add images as response options serving as a great alternative to multiple choice questions.
Interactive rating scales
Instead of a basic scale from 1-7, with Enalyzer, you can have a rating scale that features icons such as stars, smileys, and hearts. If you’re asking respondents to rate movies or a restaurant, they might be more inclined and engaged if they can provide a 5-star rating than just clicking on “I really liked it”.
Videos for better feedback
Questions can benefit from a visual component, actually, adding multimedia to your online surveys can improve your response rate, represent your brand, engage your audience, and more! If you think images can convey complex messages, the power of videos will blow your mind. For example, you can add training videos and test your respondents based on those or you can showcase your branding videos and receive feedback from test groups. With Enalyzer, you can add videos and images as independent elements and match them with one question or a series of questions.
Did you know?
One of the many benefits of adding videos to your survey is that it allows participants to stop and rewind so they can give feedback as they go.
… and for better reports
Make your reports more attractive with images and videos. Adding your company’s logo or an introductory picture can take your report from simple to professional in seconds. You can also make them more interactive with videos, for example, if you added a video showing your website when surveying respondents, you can add the same video to your report, so report readers can understand the context of the feedback they’re about to read.
Bonus info: think first impressions
Before respondents read an introduction to your survey or any of your questions, they will see your invitation and survey design. These are just as important as everything else. With Enalyzer, you can create nice, clean and uncluttered survey invitations and reminders. You can also make your surveys look professional and stand out with background images, logos, colors, and fonts. With the design possibilities, you can create professional looking surveys with Enalyzer that make a lasting impression. These will engage your audience from the start, ensuring a higher probability of your respondents completing your survey. Enalyzer is 100% responsive, which means it adapts to any and all screen sizes, this includes your logo and any multimedia you’ve added to your survey.
With Enalyzer’s categories and notifications, you can tag responses and receive email notifications when incoming responses match your criteria. This way, you can stay on top of incoming responses and react to them immediately. Does this sound useful but abstract? Well, it doesn’t have to be. To help you make better decisions, we’ve compiled 3 useful examples that you can use as inspiration.
Customer satisfaction score (CSAT)
CSAT is a broad term that encompasses various types of methods and survey questions to assess the satisfaction level customers have of your product/service or interaction with your company. Depending on your goals and objectives, your customer satisfaction survey can range from a single question, a set of questions, or a long survey. Nevertheless, the following question, or a similar one, should always be included:
“How would you describe your overall satisfaction with this product?”
Once you’ve done that, depending on your chosen scale, you can categorize your respondents into supporters, neutrals, and critics. You can activate notifications for the supporter and critic categories and be alerted on the incoming responses that match this criteria. In other words, from then on, you’ll get email notifications whenever a customer is satisfied or dissatisfied with your service/product and contact them instantly.
Expense reimbursement
When employees spend their own hard earned cash on business-related expenses, they have to be reimbursed. Didn’t you know that? Awkward… Anyway, this can include business travels, lunches and/or transport. Many companies have an Excel template that employees have to use every time they need to be reimbursed, however, with Enalyzer you can make this easier for everyone involved. As the HR responsible, set up a reimbursement survey where you ask about the type of expense, employee details and an expense amount. Once you’ve done this, set up a category based on the expense type to keep a tidy overview. Enable email notifications and you’ll know when someone needs to be reimbursed. No more Excel. You’re welcome.
Répondez s’il vous plaît
You are planning an event, for example, your birthday and you’d like to know who is coming and if they’re bringing +1s, so you naturally set up a quick survey to handle the RSVPs. Divide your guests into three categories, those that are attending, those bringing +1s and those who are not attending. Once you’ve done that, you can enable email notifications on all or some of the categories and keep up with your growing guest list!
Marketing has one job and that is to reach consumers at the moments that most influence their decisions, these are known as touchpoints. Touchpoints are anytime a potential or existing customer comes in contact with your brand, before, during or after their purchase. Touchpoints can include your website, retail stores, and social media. Every single touchpoint presents a valuable opportunity to engage with your customers, listen to what they have to say and use their feedback in order to optimize your customer journey.
The number of touchpoints can be endless but it doesn’t have to feel endless. Actually, by automatizing work processes with Enalyzer and Zapier, you can optimize your entire customer journey and deliver better customer experience. It will also make your job as a marketer easier – what’s not to like?
The perfect combo: Enalyzer + Zapier
You can’t improve your customer journey if you don’t have a holistic idea of how your customers are experiencing your brand at every touchpoint. With Enalyzer, you can collect and analyze customer feedback, helping you know better and make better decisions to improve customer experience.
Zapier is a web automation tool that connects Enalyzer with 1000+ apps. This means you can connect Enalyzer with the apps you use every day to connect with your customers. Use Enalyzer and Zapier to automize your customer touchpoints.
The consumer decision journey
The customer decision journey can help you identify your touchpoints. This is the first step towards ensuring your customers are satisfied every step of the way. To break it down and ensure you don’t miss anything, you can use the 5 stages of the model:
1. Initial consideration: the consumer considers an initial set of brands based on brand perceptions and exposure to recent touch points.
2. Active evaluation: the consumer participates in active evaluation where they add or subtract brands as they evaluate what they want.
3. Brand selection: involves the moment of purchase where the consumer selects a brand.
4. Post-purchase experience: the consumer evaluates their post-purchase experience, the consumer builds expectations base on experience to inform the next decision journey.
5. Loyalty loop: if the post-purchase experience is positive there is a high probability for the consumers to enter the loyalty loop. Once loyalty is achieved, the consumer enters the circular model and goes straight to stage 3 – the moment of purchase.
Did you know?
As with everything else, marketing has developed, advanced and become more complex. One of the strengths of the consumer decision journey is that it tailors to any geographic market that has different kinds of media, internet access, and wide product choice.
1. INITIAL CONSIDERATION
Grow your mailing lists
A great way to increase brand awareness is to deliver free content and build a relationship with potential customers. Newsletters and email marketing is a cost-effective way to do this, however, to deliver these you need a way to build and store a contact list. With Enalyzer, you can create a signup form for those interested in your content and have Zapier automatically add them to your email marketing app, such as MailChimp or Sendgrid.
Webinar signup
Webinars are an excellent way to get exposure, deliver quality free content and place your brand as the thought leader in your industry. Create a signup form with Enalyzer, and Zapier can automatically transfer new signups to a webinar app of your choice.
2. ACTIVE EVALUATION
Use feedback to create personalized content
By providing personalized and tailored content, you are letting potential customers know that you have the solutions to their problems and thus enter their evaluation stage. But how? Easy, the second someone enters your mailing list, Zapier sends them your Enalyzer survey. You can report on the feedback continuously and tailor your content to your audience’s interest and behavior.
Evaluate your sales meetings
Feedback from sales meetings will help you identify early warning signs and areas with potential for improvement. By addressing these, you can increase sales while keeping your prospects and leads happy. Use Enalyzer’s Sales Meeting Evaluation template and customize the design to fit your brand. With Zapier, you can automatically transfer the responses to a messaging app or email service in real time!
Optimize your ticketing system
Enalyzer makes it simple to create powerful feedback forms and Zapier can take those responses and send them directly to your ticketing system or email. Now you only have to worry about providing excellent customer support.
3. BRAND SELECTION
Keep your leads in one place
You can create a simple contact form with Enalyzer but instead of creating a database manually, Zapier can automatically store these leads in your preferred CRM system, such as Salesforce or even Google Sheets! Keeping track of potential customers has never been easier.
Make it simple to order online
Make sure that your customers can order online from anywhere by creating an order form with Enalyzer. After setting up this automation, Zapier will automatically create a new order on your webshop, e.g. Shopify or Shipstation.
4. POST-PURCHASE EXPERIENCE
Ask for their post-purchase feedback
It’s important that you understand your customer’s purchase experience in order to improve it and ensure loyalty in the future. Instead of figuring out the best time to send a survey, you can automize this process with Zapier. Create a feedback survey with Enalyzer and Zapier will send your survey after the customer purchase has gone through. To make it even better, you can add a delay step, so customer’s get the survey after they’ve received their purchase.
Track your Net Promoter Score®
The NPS metric is an effective metric to measure customer loyalty. Create an NPS survey using Enalyzer and connect your account with a messaging app via Zapier. This way, you can stay updated in real-time with your customers’ feedback and react immediately. However, don’t forget that with Enalyzer you can track your NPS over time, giving you a holistic idea of your customers’ loyalty development and progression.
5. LOYALTY LOOP
Tweet positive reviews
Once a customer has entered the loyalty loop, they will choose you again and again and even promote your brand to their network. Why not capitalize on that by spreading the good word to Twitter? Create a satisfaction survey with Enalyzer and Zapier will post the positive reviews to Twitter after they’ve been filtered through whatever criteria you define.
Use loyal customer to raise awareness
Social media is powerful but don’t forget about review sites. Create a satisfaction survey with Enalyzer, and Zapier will send your customers an invitation to leave a review on Trustpilot or Feefo. This is an easy way to increase your reviews and improve awareness of your product.
Net Promoter Score®, we’ve talked about it before, and you know what? We’re doing again! Why? Because NPS, when used right, is a powerful tool for any business and organization. But first, let’s recap.
What is it? NPS is a metric developed in 1993 by Fred Reichheld as a way to measure customer loyalty.
How does it work? NPS is based on a single and simple question: “How likely is it that you would recommend this [company/product/service] to a friend or colleague?” However, we recommend you add an open answer question. This way you allow respondents to elaborate on whatever score they’ve given you and it helps you take action!
How is the score calculated? The NPS ranges from -100 to 100 and it can be seen as a report card for your company, product or service, grading the overall customer experience. Respondents are segmented into three groups according to the rating they gave:
Promoters (score 9 – 10) are loyal and will recommend you to their networks. They are your ambassadors and are therefore more likely to remain customers and increase their purchases over time.
Passives (score 7 – 8) are satisfied for now but your company, product and/or service didn’t leave a lasting or permanent impact. They won’t vouch for you but may mention you within the right context.
Detractors (score 0- 6) are not happy! They will actively spread negative word-of-mouth and tend to be louder (and scarier) than promoters.
What does the score mean?
We find that people often wonder what their score means and how to deal with it. Well, the NPS is the percentage of promoters minus the percentage of detractors, therefore a positive score means you have more promoters than detractors and vice versa. To increase your NPS, you have to boost the percentage of Promoters by reducing Passives and Detractors. This gives you a straightforward metric that you can share with your employees and use as a motivation tool to provide the best customer experience possible.
Nevertheless, if you want to turn your insights into action you should start digging deeper into your NPS. The real value of your NPS is revealed when you start tracking it over time, therefore it’s imperative that you send out NPS surveys after critical touch points, allowing you to identify trends and figuring out what works and what doesn’t.
Identify trends
The trend of your NPS is more important than the score itself. Customer attitudes change constantly and they may depend on various factors, you want to be able to understand and identify NPS trends and make strategies accordingly. For example, a healthy trend would be to see an increase in Promoters among those customers that have been with you the longest. If this is not the case, you might be running the risk of losing long-term customers, meaning that you need to pay close attention to the open-ended feedback and identify the factors that are causing this trend.
Pro tip: Send your NPS survey immediately after the customer has been in contact with your company, product or service. For example, right after customer support solves their query.
Quantify effects of changes to your product or service
By tracking your NPS over time, you can quantify whether changes you make to your product or service affect the customer experience. This enables you to figure out what works and what doesn’t and allows you to address concerns immediately. For example, if your customers are experiencing bugs related to a recent feature release, this might reflect negatively on your customer’s support NPS. Tracking your NPS will reflect this and show that the problem is not necessarily related to your support agents but to the unexpected bugs. Consequently, your strategy will be focused on improving feature releases instead of wasting resources in adding support agents.
With Enalyzer, you can use time series charts to track your NPS over time and get a clear overview of your customer segments. Enalyzer reports show real-time updated data, allowing you to act immediately to your customer’s feedback and therefore improve the customer experience you provide.
1. Improve customer relationships
Whether it’s friends or customers, relationships are important and they need work and attention, but who said it has to be hard? That’s a rhetorical question since apparently everyone thinks it’s hard. Well, we don’t think so and that’s why our experts created the customer loyalty template. It’ll help you understand your customers’ experience with your organization and allow you to identify where you need to work harder and where you’re succeeding.
2. Ask customers why they left
Nobody likes rejection but it happens. We understand the urge to grab a glass of wine and sulk the day away after losing a customer. As appealing as that sounds, we have a more productive option; ask the customer why they left. Use their feedback to make improvements for your current and future customers. You can quickly get started with our customer exit template and when you’re done, reward yourself with a glass of wine.
3. Take care of employees
As employers, you want to make sure your employees are happy, motivated and engaged but let’s face it, people would rather share pictures of their recent trip to Bali with the world than their honest opinion with their bosses. So, what can you do? We already talked about this, but the gist is that we recommend anonymous surveys to gather honest employee feedback. You can use our employee engagement template, it’ll only take a few clicks!
4. Listen to work newbies
Starting a new job can be scary and daunting, maybe even slightly awkward. That’s why employers should do whatever they can to ensure new employees are properly and professionally welcomed to the organization. However, have you considered the fact that we all have blind spots and you could be overlooking something? Instead of wondering what it could be, you can ask the new employees! We recommend our employee entry templates that focus on the first 30 and the first 100 days of the new job.
5. Plan your next party
All work and no play makes for a boring life, isn’t that how the line goes? It’s important to blow off some steam once in a while. With that in mind, we refuse the idea that party planning should feel like work, which led us to create two templates for you; event planning and summer party. Combine them or use them individually, they’ll cover RSVP, dietary preferences, who brings what, and loads more.
6. Put hypotheses to the test
Surveys are a great way to test hypotheses about attitudes and behaviors in regards to anything; education, markets, politics, you name it! When used correctly, online surveys can be a powerful tool for academic research. You might not need them since research is topic specific, nevertheless, our experts did the reading for you and created several survey templates based on academic articles on branding, service quality, product design and more!
+ Don’t limit yourself
The Enalyzer research team has created more templates just for you and no matter the template you choose, you can use it as is or customize it to fit your needs. We also invite you to create your own survey from scratch and believe it or not, you can share your survey as a template to your friends!
We have taken the temperature of our enalyzers to see what kind of templates are being used the most and the results are in!
The top three most used expert templates are:
Customer satisfaction
Course evaluation
Social capital
This shows just how diverse our enalyzers’ survey needs are. Whether it’s to figure out how customers perceive you, if your course met participants’ expectations, or the level of social capital within your organization, Enalyzer’s templates can assist you in figuring out what you, or your organization, is good at and, most importantly, point out what can be improved.
You can check out our different template options and get an idea of how they can help you get the intel you need. All templates are made by the Enalyzer team and are fully customizable so you can use them as inspiration and tailor them to fit your specific needs.
Advertising is based on one thing, happiness. And you know what happiness is? Happiness is the smell of a new car. It’s freedom from fear. It’s a billboard on the side of the road that screams reassurance that whatever you are doing is okay. You are okay.
– Don Draper, Mad Men.
We have been saying it for years, but Don Draper had a better quote, it’s all about making the customer happy. According to Salesforce’s 2016 State of Marketing report, “marketing has entered the age of the customer.” Customer satisfaction has been a top metric of marketing success for two years in a row, and this year it has reached the very top, becoming the most important metric according to 35% of the surveyed marketers, and surpassing revenue growth (33%) and customer acquisition (24%). Yeah, let that sink in.
The report found that marketers are now going for the holistic approach to customer experience. High performing marketing teams are implementing customer experience initiatives across their businesses (58%), compared to 8% of underperformers. This requires building bridges and collaborating across business units (marketing, sales, IT, leadership, and service), which high performers are 17.1 times better at doing than underperformers.
In line with the holistic view of customer experience, the report shows that 65% of high performing marketing teams have adopted a customer journey strategy, and 88% of them found it to be critical to their success. This is due to customers having more information, choices, and power than ever before, as Salesforce puts it, causing them to expect quality customer experience across every touch point.
With Enalyzer, you can create a free account today and be on your way towards understanding your customers’ complete experience by using our customer satisfaction survey template – use it as inspiration or create one of your own. Or if you want to take it to the next level, try our PRO plan and get access to our NPS® survey template. Plus, with our real-time reporting possibilities, you can watch as your customers’ answers start ticking in!
We are glad to hear that marketers are prioritizing customer experience more and more every year, since we have always believed that understanding your customers’ experiences is crucial to your success. Whether this is through your own surveys, on-going feedback recollection or Net Promoter Score®, make sure you start getting familiar with your customers and their experience.
Understanding your customers’ experiences is crucial to how your company thrives. Though they can provide valuable feedback, annual customer satisfaction surveys are not always sufficient. Instead, ongoing real time feedback from customers is needed. This is due to multiple reasons:
The closer to the transaction, the better the feedback. Customers will be able to give you more detailed and accurate feedback, if their interaction with you is recent.
You signal that your customers’ experience and opinion is valuable to you, while giving them a way to vent their feelings, should it be needed.
Customer experiences are subjective. If you want to understand them you need to make ongoing customer feedback supports your company’s quality assurance.
Lastly, your organization or business cannot react on possible shortcomings until they have received feedback from their customers. Therefore, the sooner this happens, the sooner you can make the necessary changes.
Essentially, the actual purchase made by your customer can be seen as the culmination of a journey that stretches beyond this single event. If you think of your customer transaction in the terms of a customer journey comprising of all customer touch points, it allows you to examine your customers’ entire experience of doing business with you. These touch points range from the first time your customer was exposed to your brand, to the purchase itself, as well as the time following. By taking the temperature of your customers at all relevant levels of your interaction, you will be able to isolate and address weak points throughout your value chain.
In order to get continuous feedback from customers, it is imperative to have real time systems in place that ensures swift interaction with the customers through services such as, automatic survey launches, reminders, and alerts to allow for quick response.
To hear how Enalyzer can assist you in ensuring ongoing customer feedback, get in touch with one of our consultants here.
As a business, insight is only valuable if coupled with action. Therefore, only measuring NPS and getting feedback from customers will not result in beneficial business outcomes. These outcomes will first be obtained when a connection between listening to customers, acting on the feedback, communicating back to the customer with the intended actions, and validating these actions through improved NPS scores is achieved, hereby effectively closing the loop.
Closing the loop begins with ensuring that the customers’ feedback is communicated back to the relevant employees who have been most influential in the customer’s experience. The next step is then to get back in contact with the customers whose feedback needs elaboration, in order to find the root causes of the customer’s negative experience. The ultimate goal in this regard is to fix the given problem and ensure that it does not reoccur, but this follow-up process can also give businesses valuable insight into more systemic issues which for example can lead to product improvements.
Time is of the essence in regards to closing the loop. From the moment a customer has provided feedback, they will be waiting for the organization to respond. Therefore, establishing real-time systems is an important tool allowing for the business to react as quickly as possible. Real-time systems can be developed and implemented in different ways. This can for example be done through automated notification systems letting you know when certain scores or feedback levels have been observed, allowing for you to respond immediately. Such systems can be further supported by tools, making sure that all the valuable information from the follow up, is fed back into the loop.
Get in touch with one of our consultants to find the right solution for you.
Want to know what your customers really think about your brand or products? Would they recommend you to their friends and/or colleagues? Are they loyal? Calculating your Net Promoter® Score (NPS) will get you closer to answering these questions.
NPS is an effective management tool used to gauge customer loyalty by asking the ultimate question:
How likely is it that you would recommend this [company/product/service] to a friend or colleague?
According to research done by Bain & Company, achieving a high NPS makes you twice as likely to have long-term, profitable growth. In addition to this, calculating your NPS is a fast and easy way to figure out how your customers think you are doing, allowing you to react to negative feedback and keeping you on track.
The most common scale used when measuring NPS, runs from 0 to 10. Based on this, those who respond 0 to 6 are labeled as Detractors, 7 or 8 as Passively satisfied, and 9 or 10 as Promoters. However, we recommend using a 7 point scale when calculating your NPS. Net promoter scores are calculated by subtracting the Detractors from the Promoters and dividing the sum by the number of respondents. In most cases, the NPS is then visually presented in a gauge chart as illustrated below.
Sometimes it can be beneficial for you to see the distribution of the Detractors, Passively satisfied and Promoters comprising your NPS. This can visually be done by you choosing to show your data in a stacked bar chart as seen in the example below.
Learn how to create your own NPS question using Enalyzer.
Under the vision of “everyone should afford to fly”, Norwegian takes pride in delivering a cost efficient and high-quality travel experience to their customers. Norwegian previously used third parties to conduct their customer satisfaction surveys, but as a fast growing company with an increasing number of passengers, they saw numerous benefits in internalizing the survey and make use of Enalyzer’s functionality. More specifically the advantages were:
An automated set-up integrated with CRM, allowing instant survey distribution and real time reporting
Improved surveys for respondents
Control of their own data cost reduction
Plus, they got a powerful and user-friendly tool that they can use for other surveys in the organization.
“It was really a no brainer. By internalizing and automating our customer satisfaction survey we gained full control, reduced cost significantly and gave our passengers a better experience while answering our satisfaction survey.”
Julius Støback – Head of Consumer Insight and Research at Norwegian Air Shuttle
With Enalyzer, Norwegian has full control over their survey and its visual design. It offers the best options for Norwegian to depict their brand identity, as they wish, with no compromises. To top it off, thanks to Enalyzer’s built-in responsive design, Norwegian’s survey can adapt to all platforms, big or small, so it can be navigated identically in desktops, tablets and/or smart phones.
The Solution: Automization with trigger based surveys and real time reporting
Enalyzer delivered a unique solution to the third party problem – by an internalized solution with a customizable link that creates a bridge between Enalyzer and Norwegian’s CRM.
How does it work? Norwegian’s CRM triggers their mailing system, sending an email containing the Enalyzer link to their customers, once they have finished their trip. The link automatically merges the different CRM values, into the survey for later analysis. Now, Norwegian has full control, they can administrate and manage their data in Enalyzers reporting, where a customized dashboard has been created to provide at top level view on overall satisfaction and how it differs in each market.
Data is updated in real time and just like the survey, the report adapts to all platforms, desktops, tablets and/or smartphones. This makes viewing reports on-the-go possible, quick and easy.
“The data is now on our dashboard, we can set up our own surveys and there is no more need for third parties.”
Julius Støback – Head of Consumer Insight and Research at Norwegian Air Shuttle
Norwegian employees quickly adopted Enalyzer, making it an essential tool in relation to customer service and customer satisfaction, however according to Julius Stoback “there is now a possibility to create surveys for internal use or other purposes.”
Results and Future Plans: Enalyzer playing an increasingly important role
Norwegian launched the new customer satisfaction survey set-up in August 2014 and it has already received more than 40.000 respondenses – and answers are still ticking in.
Enalyzer is also able to keep up with Norwegian’s continuous growth and need for more surveys in other part of the organization. Norwegian employees quickly adopted Enalyzer, making it an essential tool in relation to customer service and customer satisfaction, however, according to Julius Støback, there is now a possibility to create surveys for internal use or other purposes.
One of the many advantages is that Enalyzer is not only a user-friendly system, it’s a user-friendly experience. It is easy to implement, use and understand, plus its unique built-in features offer Norwegian the opportunity to create professional looking, and functioning surveys and reports.
With Enalyzer, Norwegian has full control over their survey and its visual design. It offers the best options for Norwegian to depict their brand identity, as they wish, with no compromises. To top it off, thanks to Enalyzer’s built-in responsive design, Norwegian’s surveys can adapt to all platforms, big or small, so it can be navigated identically in desktops, tablets and/or smart phones.
Would you also like a fully automized customer satisfaction survey like Norwegian?
Contact us to learn more. It’s probably easier and more cost efficient than you think.
You can also sign up for a free test account here and check out Enalyzer.
Happy customers are loyal customers, and keeping customers coming back is, in many industries, significantly more cost efficient than generating new ones. Therefore, customer satisfaction and loyalty are not areas to be neglected, especially as satisfied customers can act as promoters, ensuring future customers.
With intensified global competition and in the age of the social web enabling instant outreach, customers are increasingly seeking online forums to express their opinions and experiences. Therefore, ensuring positive interactions between companies and customers are becoming increasingly important. A major aspect in improving customer satisfaction and loyalty is listening to the customers’ experience and a tool in achieving this knowledge is customer satisfaction surveys. Is the customer happy? Would they recommend your services or not? No matter the answer, knowing will bring you one step closer to your goals and allow you to proactively work towards improving on any weaknesses that may surface.
If you wish to hear more about the possibility for tailor making customer surveys to your needs, contact our consultants here.
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