AskNicely is a tool that is built to last, but by no means needs to remain static - it can adapt and evolve to your business needs as they emerge.
As covered before, our beginning advice with AskNicely to start broad and general to establish your "baseline" score. Where you go from there depends on what you uncover in your initial surveying, and how your business needs evolve.
- Did you learn that people love your products, but struggle with your billing and accounting systems? Create a one-time follow-up survey to capture feedback regarding how their billing experience went.
- Are you throwing a seminar for your customers and want to gather feedback on the classes offered? Build a CSV of your attendees with any additional fields that you want to measure (classes taken, instructors for classes), then import the CSV file and send the survey to everyone in the list.
The possibilities are endless for gathering feedback - the crucial thing to remember here is that properly segmenting your audiences is super important to both telling AskNicely who will receive each survey, and for telling your Survey Responses apart once they come in. What we don't want is for your data to get all jumbled into one giant blob of responses - keeping things straight is key so that you can....
Report on your CX Program across your organization
The ultimate goal with establishing a CX Program is to report on it at the highest level of your organization and take action as a team to make your organization customer-centric. A customer-centric organization puts its customers first; changes are based on feedback, usage, and data gathered via tools like AskNicely that can help paint the picture of who your customers are, what they care about, an what they need to be successful.
Dissecting your AskNicely Responses like this is a great step to making your organization customer-centric - if you'd like more tips, please reach out to your Customer Success Manager to discuss taking your organization's customer-centricity to the next level!
How we (the AskNicely team) report on Response data
When it comes to discussing our CX Program results, AskNicely takes a "radical transparency" approach to sharing our customer Response data internally - it is shared across Slack on a daily basis, and the Dashboard is available to all AskNicely employees on desktop or mobile. We discuss NPS responses as a company on a quarterly basis, taking the time to examine what factors may have influenced overall increases or dips while digging into the filters tab to parse out specific stories around topics like our Support and Onboarding-related responses.
This is all part and parcel of actions that support our customer-centric philosophy of keeping things Simple, Personal, Responsive, and Curious. We encourage you to utilize AskNicely in a way that supports your organization's values.