Designing a Customer Feedback Program to Measure and Improve User Satisfaction
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This document outlines an agenda for a webinar on designing a customer feedback program. The webinar will discuss what a customer feedback program is, the benefits of developing one, solutions for gathering customer feedback and voice of customer data from UserZoom, a demo of these solutions, how to create feedback studies in UserZoom, results from case studies, and leave time for questions. Attendees will receive a recording of the presentation.
Designing a Customer Feedback Program to Measure and Improve User Satisfaction
- 1. 1 Designing a Customer Feedback Program to Measure and Improve User Satisfaction
- 2. 2 The #1 Platform to Test, Measure and Monitor Digital Experiences on Desktop and Mobile Our all-in-one enterprise solution makes research & testing cost-effective, agile and easy
- 3. 3 • Chat box is available if you have any questions • There will be time for Q&A at the end • We will be recording the webinar for future viewing • All attendees will receive a copy of the slides/recording Quick Housekeeping Continue the discussion using #LearnRemoteUX Designing a Customer Feedback Program to Measure and Improve User Satisfaction
- 4. 4 Ann Rochanayon Sr. Director UX/CX Research UserZoom Speaker Meet Your Speaker Designing a Customer Feedback Program to Measure and Improve User Satisfaction
- 5. 5 Agenda Continue the discussion using #LearnRemoteUX • What is a Customer Feedback Program? • Benefits of Developing a Customer Feedback Program • UserZoom Customer Feedback / VOC Solutions • Demo of VOC experience on UserZoom.com and Mobile App • How to create VOC Studies in UserZoom • Results from UserZoom VOC Studies • Questions Designing a Customer Feedback Program to Measure and Improve User Satisfaction
- 6. 6 What is a Customer Feedback Program? Designing a Customer Feedback Program to Measure and Improve User Satisfaction • Process of actively listening to customers • Identify who they are, what they want / need • Collect thoughts, expectations, and preferences Capture Feedback Analyze Take Action Monitor
- 7. 7 Benefits of Customer Feedback Program Designing a Customer Feedback Program to Measure and Improve User Satisfaction • Engage current customers and form a connection • Retain customers you already have • Acquire new customers • Improve products and services • Research new features and concepts to drive innovation • Prioritize issues and features
- 8. 8 UserZoom Customer Feedback Solutions Designing a Customer Feedback Program to Measure and Improve User Satisfaction Solution Purpose Channel How it Works Results Surveys Obtain quick feedback Desktop, laptop, smartphone and tablets Invitation link, JavaScript intercept code • Quantitative – Graphs, charts • Text clouds – open-ended responses Feedback Tab Gather page / area specific feedback about websites Desktop, laptop, smartphone and tablets Link on web page • Quantitative – Graphs, charts • Text clouds – open-ended response VOC for Websites Understand who’s coming to the site, why, if they’re successful, and barriers to success Desktop, laptop, smartphone, and tablets JavaScript intercept code • Quantitative – Graphs, charts • Text clouds – open-ended response • Clickstreams • Heatmaps (desktop / laptop only) • Analytics Integration VOC for Mobile Apps Assess the customer experience on mobile apps Smartphone and Tablet Native Apps SDK • Quantitative – Graphs, charts • Text clouds – open-ended responses • Screen recordings • Clickstreams
- 9. 9 Setting up a Customer Feedback Studies in UserZoom
- 10. 10 • Tuesday, April 7th, 2015 • Topic: How to Create Advanced Surveys with Logic, Conditions and Piping Register: http://goo.gl/OaqwYm Next Webinar Designing a Customer Feedback Program to Measure and Improve User Satisfaction
- 11. 11 Questions Designing a Customer Feedback Program to Measure and Improve User Satisfaction
- 12. 12 Need more info? Get answers about UserZoom. We are here to help. Talk with one of our knowledgeable staff. Contact us UserZoom 1054 South De Anza Blvd, Suite 102 San Jose, CA 95129 Toll free number: (866) 599 1550 www.linkedin.com/company/userzoom@UserZoomFollow us
Editor's Notes
- #7: Engages the customer and listen to what they have to say
- #8: Demonstrate that the company cares and is listening
- #9: Native apps – downloadable from the AppStore or Google Play Store Web App – installed from a browser Track how customers are interacting with the mobile app by tagging Own natural environment No external cameras or equipment required