|
It surprisingly simple to create a CRM customer survey within EnterpriseWizard. The survey link can be posted to your site, sent out in a marketing e-mail, or sent out with each "Ticket or Case Closed" email. If the survey link is sent in an e-mail from a Ticket, the survey response can be related to the Ticket via the Ticket ID.
This example will focus on a B2C customer satisfaction survey, but the
principles can be applied to any type of survey. This also assumes
that the EnterpriseWizard database is licensed for unlimited end users.
First come up with a list of no more than five survey questions. Here's an example question with response choices:  The last question should be the Net Promoter Score question, which is "How likely are you to recommend <your product or service>" to a collegue, friend, family member, etc. Reponse choices are typically:  Create a new table called Survey. Make your Survey questions Choice fields with the option to display values as radio buttons. For each field, in the Options tab, set the default value to display to "None" and make the field required. In the Permissions tab, give the Guest group create permissions (it's best if you don't give any staff users create or edit permissions). In the Display tab, set the display to 1 per row. In this same tab, enter your survey question in the Input instruction and select "Input instruction only" for editing and viewing to supress the field label. For the first question on your survey, use the input instruction display option to insert your company's logo and to provide survey instructions. This way, this information will appear the top of the Survey form. Add the question fields to the Staff and End user layouts along with any other fields that you would like your customer to fill in. Create a hotlink URL that will launch a Create Survey record form on a Web page. This example assumes that the survey hotlink is sent from the Ticket table and includes the Ticket ID at the end of the string.
http://<servername>.com/gui2/login.jsp?keyID=0&user=Guest&password=<password>&project=<DBName>&state=New:Survey&field=hide_btn:true&GUI=No/eui&exiturl=http://www.<domain>.com&errorurl=http://www.<domain>.com&cancelurl=http://www.<domain>.com&field=ticketid:$id Add this hotlink URL to the appropriate e-mail template or Web page in order to request survey responses from your customers. Finally, create a pie chart report for each of the question fields and assemble these reports in a dashboard. You will now have at-a-glance access to important customer satisfaction metrics. |
