What to expect down the line? 3 months away? 6 months?
Once your scores have leveled out and you have surveyed all of your contacts, this is the time to take stock and see what's working. Remember this handy infographic from the "Know Before You Go" article showing us the 7 Habits of Customer-Obsessed Businesses?
1. How much does the information in our responses align with our unique customer promise?
2. Are we replying to every Response? Do we have the data we need to understand individual performance?
3. Do we have an employee-facing dashboard that displays responses up to the minute?
4. Are we giving shoutouts for exemplary moments?
5. Are we coaching those who need some extra direction?
6. Are we tracking upticks in referrals and repeat business?
7. What operational improvements can we make to better equip our customers for success? What about our employees?
Analyze & Act!
Analyze: you should have a slew of Responses coming in right off the bat - the savviest CX operators will keep an eye on the Statistics page, the account's overall Response Rate, and the Bounced / Unsubscribed count found on Contacts > Inactive. These numbers will give you a sense of your overall data integrity, and will present some fantastic opportunities for cleaning up your contact information in your CRM right out of the gate.
Act: Sending daily surveys and replying to as many responses as you are able will get you familiar with the ins and outs of AskNicely, it'll create an authentic touchpoint with your customers, and will bring you closer to your "baseline" NPS score. In the meantime, you can explore the dashboard with our flexible and super powerful filters, you can set up integrations to other dashboarding tools like Front &/or Slack, or you can see what stories you can extract from the "qualitative" data via our "Themes" keyword analyzer.
Success Timeline
14 days:
- Complete all "Configure" steps of the AskNicely Launch Guide and start sending surveys.
30 days:
- Dial in your Workflows to automate your replies back to your customers
- Establish a process with your team to ensure every responses is actioned
90 days:
- Reach out to the AskNicely Support Team to request a meeting with our Account Managers to review your account usage and get you up to speed on new developments.
- Present your AskNicely scores to your organization to highlight the learnings of your Customer Experience Program
90 days:
- Reach out to the AskNicely Support Team to request a meeting with your CSM to review your account usage and get you up to speed on new product enhancements.
- Present your AskNicely scores to your organization to highlight the learnings of your Customer Experience Program
180 days:
- Explore adding additional Survey Templates or signing up for our Additional Questions package to dig deeper in your Survey questioning.
360 days:
- Refresh your Theme Buckets and review your custom data to see if there are new fields that could add to your reporting.