When launching AskNicely internally with your company, it is important to have a few key pieces in place to ensure the feedback you receive is socialized and actioned-upon at all necessary levels of your organization - from the frontline agents handling face-to-face interactions to the executive Boardroom.
Here are some key considerations for setting up your organization for success.
Think through who will review & action feedback
When you start sending gathering customer experiences with our feedback surveys, responses to the survey are going to start rolling in. What happens then?
- Firstly, we're going to want to have someone that can manage the administration of AskNicely's ongoing success - a "Project Champion" if you will. This person (or people) should have a general sense of how, when, and to whom surveys will be sent to at any given time, and how the platform generally operates.
- We will want to have a team that has access to AskNicely. This help document explains how to add your team to AskNicely so that they can take action based on the responses that come in. This may involve calling Detractors, asking Promoters for referrals, or using the Dashboard to analyze Response data in order to dream up new approaches to improving your Customer Experience.
- AskNicely works best when reported on at the highest level of your organization. Make sure you have alignment with someone at the VP-level or C-Level to "own" these responses in senior leadership meetings to ensure action is taken based on the feedback.
Familiarize yourself with "Closing the Loop"
When customers send a Response, they've opened a potential "loop" of communication with you, as well as gifting you with feedback that can help you become a stronger, more resilient organization. Such a gift deserves acknowledgement, wouldn't you say?
You can reply back to surveys by typing them out manually or by using Reply Templates in the Reponse modal - or, you can automate responses with our Workflows feature. Train your team on what responses will be automated, and what responses need to be actioned so you don't double up on responding to folks. You can use internal notes and hashtags to communicate with your team about what needs to be done.
Reply back to every Survey Response
In order to reply back to your contacts, you'll need to know that the responses have arrived in the first place! Ideally, your team of users will be in the platform and will be notified when responses come in that they need to take care of, but we have a few other ways of making sure the loop is closed.
A dashboard-app like Slack is a great way to get the word out - this creates a channel specifically for AskNicely feedback. The AskNicely Mobile App is a method of getting your feedback into your Executive team's hands; AskNicely TV is another great way to broadcast your scores on a monitor in an office. You can use the Weekly Digest emails to send updates, or you can set up Workflows to notify distro lists of certain responses.
Lots of options here - be creative!
Increase reviews & referrals
A great use of AskNicely's Workflows feature is to increase reviews and referrals. To ensure you (and AskNicely :) get credit for increasing reviews and referrals, make sure to note down the how many reviews and referrals you have when you started. (If it's "zero", all the better!) This is one of the clearest ways to demonstrate the value AskNicely can deliver, but its on you and your team to track how much things have improved. 💪
Where to start? Mending Detractor Relationships vs. converting Passives
Typically, when starting a Customer Experience Program, there are two recommended approaches: either focus your attention on bringing your Detractors back from the brink, or converting Passives to Promoters. Either option will have a big impact on your overall score - but more importantly, you'll want to think about what will have the overall biggest impact on your business.
Across most industries, a score of 20 is considered ok. Not great, not bad.
- If the score is 20 or above, you have Detractors, but not an overwhelming amount of them. Pouring a bit of love into your Passives is generally a lighter lift and more "fun" - why not send your Passives a gift card thanking them for their response, or reaching out in a personal way to see if you can help them with something quick? Their next survey will reflect this effort.
- If your score is below 20, you've got some work to do. This is where you should start pouring more time into your Detractors - it is a lift, but we recommend setting up calls with your Detractors to hear exactly what they've got to say and to see if improvements can be made. This can be your most valuable of all feedback!
Again, using the score of 20 is a bit arbitrary, as every industry is different - set your goals based on what you think is reasonable, and work with your senior leadership to determine your comfort level with Detractors and lower scores.
Identify Process Improvement opportunities
Customers are really good at letting you know where your processes are breaking down.
Every response that comes in will be tagged with the contact's data, so if you are importing data that indicates what phase of the lifecycle the customer is at, what type of service they received, or what product they purchased, you can filter by that contact data to see what phases/services/products are delivering great experiences and where your experiences are lagging. You can also use Theme buckets to tease out what words are being included in the "Comments" question of your surveys and structure your learnings accordingly.
A little bit of prep and forethought goes a long way! Let your CSM know if you have questions about setting up your internal program.