{"id":11678,"date":"2017-07-25T14:17:09","date_gmt":"2017-07-25T14:17:09","guid":{"rendered":"https:\/\/www.process.st\/templates\/customer-feedback-survey-process\/"},"modified":"2024-02-28T20:10:06","modified_gmt":"2024-02-28T20:10:06","slug":"customer-feedback-survey-process","status":"publish","type":"post","link":"https:\/\/www.process.st\/templates\/customer-feedback-survey-process\/","title":{"rendered":"Customer Feedback Survey Process"},"content":{"rendered":"<section id=\"introduction-to-customer-feedback-survey-process\">\n<h2> Introduction to Customer Feedback Survey Process: <\/h2>\n<div class=\"image-content\">\n<figure>\n   <a href=\"https:\/\/www.process.st\/templates\/wp-content\/uploads\/2024\/02\/sd16qCUAI841mgwTcvJKzw.png\" alt=\"Customer Feedback Survey Process\" target=\"_blank\" rel=\"noopener\"> <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.process.st\/templates\/wp-content\/uploads\/2024\/02\/sd16qCUAI841mgwTcvJKzw.png\" \/> <\/a><figcaption>\n     Customer Feedback Survey Process<br \/>\n   <\/figcaption><\/figure>\n<\/p><\/div>\n<div class=\"text-content\">\n<p>In this customer feedback survey process, we provide a means to<strong> take action on data gathered through surveying your customers<\/strong>.&nbsp;<\/p>\n<p>This template was originally designed to be run as part of a process outlined on our <a href=\"https:\/\/www.process.st\" rel=\"nofollow noopener\" target=\"_blank\">Process Street<\/a> help site titled <a href=\"https:\/\/www.process.st\/help\/docs\/typeform\/\" rel=\"nofollow noopener\" target=\"_blank\">How to Integrate Typeform with Process Street<\/a>.<\/p>\n<p>The use case is a company who choose to survey their customers to gain feedback on their service. The survey responses then automatically generate checklists from this Process Street template. In this template, the customer success team analyzes the responses and acts on them. &nbsp;<\/p>\n<p>The goal is to <strong>gather the key information from the responses<\/strong> in order to easily interpret trends, and to determine a next step where either the customer success team or the sales team can follow up with the respondent. &nbsp;<\/p>\n<p>This template can be used to act upon any customer feedback. The results will be stored in the overview tab of the template and can then be exported at any time in order to evaluate trends.&nbsp;<\/p>\n<p>Throughout this template, you will find form fields where you can enter information. If you <strong>add this template to your Process Street account<\/strong>, you can add further steps and form fields to the process.&nbsp;<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"assess-feedback-given\">\n<h2> Assess feedback given <\/h2>\n<div class=\"text-content\">\n<p>If you are running this checklist in line with our Typeform integration system, you should find the customer responses <strong>automatically entered in the form fields below<\/strong>.<\/p>\n<p>If you are running this checklist separately of that process, you can <strong>use the form field present to record the customer feedback<\/strong> for reference.&nbsp;<\/p>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Customer name <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled=\"disabled\" class=\"form-control\" \/>\n  <\/div>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Customer feedback <\/label><br \/>\n   <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled=\"disabled\" class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"identify-3-positive-themes\">\n<h2> Identify 3 positive themes <\/h2>\n<div class=\"text-content\">\n<p><strong>Use the form fields provided<\/strong> to record three positive themes from the feedback, if applicable.<\/p>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Positive 1 <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled=\"disabled\" class=\"form-control\" \/>\n  <\/div>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Positive 2 <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled=\"disabled\" class=\"form-control\" \/>\n  <\/div>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Positive 3 <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled=\"disabled\" class=\"form-control\" \/>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"identify-3-causes-for-concern\">\n<h2> Identify 3 causes for concern <\/h2>\n<div class=\"text-content\">\n<p><strong>Use the form fields provided<\/strong> to record three negative themes from the feedback, if applicable.<\/p>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Negative 1 <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled=\"disabled\" class=\"form-control\" \/>\n  <\/div>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Negative 2 <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled=\"disabled\" class=\"form-control\" \/>\n  <\/div>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Negative 3 <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled=\"disabled\" class=\"form-control\" \/>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"identify-the-key-use-case-given\">\n<h2> Identify the key use case given <\/h2>\n<div class=\"text-content\">\n<p>Use this section to<strong> identify what the primary use case appears to be<\/strong> of your service for the respondent. How do you add value to this customer?<\/p>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> How does the customer interact with your service? <\/label><br \/>\n   <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled=\"disabled\" class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"identify-any-high-priority-issues\">\n<h2> Identify any high priority issues <\/h2>\n<div class=\"text-content\">\n<p>Assess the feedback given for any high priority issues. Depending on your business these may be:<\/p>\n<ul>\n<li>Your product isn't functioning<\/li>\n<li>A delivery did not arrive<\/li>\n<li>The customer has been overcharged<\/li>\n<\/ul>\n<p>If there is a high priority issue, <strong>record it in the form field below<\/strong>.&nbsp;<\/p>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> High priority issue <\/label><br \/>\n   <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled=\"disabled\" class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"determine-the-purpose-of-contact-with-the-respondent\">\n<h2> Determine the purpose of contact with the respondent <\/h2>\n<div class=\"text-content\">\n<p>Depending on the nature of the feedback, the reason for a follow up could come in many forms. Here are some example circumstances:&nbsp;<\/p>\n<p><strong>Upsell<\/strong><\/p>\n<p>The customer is happy with your service or product and may be a good candidate for a further product or upgraded service<\/p>\n<p><strong>Instruction<\/strong><\/p>\n<p>The customer is having difficulty with the product or service and would benefit from understanding it better. This could involve sending over simple instructional material or hosting a webinar for more tailored assistance.<\/p>\n<p><strong>Consultation<\/strong><\/p>\n<p>The customer requires certain features or services to meet their needs and you want to better understand those needs and how your business can come to meet them.&nbsp;<\/p>\n<p><strong>Use the form field below<\/strong> to record the purpose of follow up contact.<\/p>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Purpose for follow up <\/label><br \/>\n   <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled=\"disabled\" class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"record-interaction-in-the-crm\">\n<h2> Record interaction in the CRM <\/h2>\n<div class=\"text-content\">\n<p>If you are utilizing a CRM system within your company, record these details into it in order to make this easier to track in future.&nbsp;<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"assign-the-follow-up-to-the-relevant-team-member\">\n<h2> Assign the follow up to the relevant team member <\/h2>\n<div class=\"text-content\">\n<p>Depending on the results of your analysis of the feedback, allocate this follow up to the relevant team member.&nbsp;<\/p>\n<p><strong>If a customer is a prime candidate to be upsold, then you may allocate them to the sales team<\/strong>, for example.&nbsp;<\/p>\n<p>Record below who, or which team, the follow up has been assigned to along with your reasoning.&nbsp;<\/p>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Assignee <\/label><br \/>\n   <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled=\"disabled\" class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"sources\">\n<h2> Sources: <\/h2>\n<div class=\"text-content\">\n<ul>\n<li><a href=\"http:\/\/blog.clientheartbeat.com\/how-to-follow-up-on-feedback-from-customer-satisfaction-surveys\/\" rel=\"nofollow noopener\" target=\"_blank\">How To Follow Up On Feedback From Customer Satisfaction Surveys<\/a><\/li>\n<li><a href=\"https:\/\/www.americanbar.org\/publications\/law_practice_home\/law_practice_archive\/lpm_magazine_articles_v35_is6_pg58.html\" rel=\"nofollow noopener\" target=\"_blank\">FOLLOWING UP ON CLIENT FEEDBACK: The Key to the Survey Process<\/a><\/li>\n<li><a href=\"https:\/\/www.customerthermometer.com\/customer-feedback\/handling-customer-feedback\/\" rel=\"nofollow noopener\" target=\"_blank\">After the survey: Our 5 step repeatable process for handling customer feedback<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/customer-success-process\/\" rel=\"nofollow noopener\" target=\"_blank\">14 Top SaaS Companies Reveal Their Customer Success Process<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/customer-success-guide\/\" rel=\"nofollow noopener\" target=\"_blank\">Complete Guide to Customer Success for SaaS Companies<\/a><\/li>\n<\/ul><\/div>\n<\/section>\n<section id=\"related-checklists\">\n<h2> Related Checklists: <\/h2>\n<div class=\"text-content\">\n<ul>\n<li><a href=\"https:\/\/www.process.st\/templates\/doubledutchs-customer-success-process\/\" rel=\"nofollow\">DoubleDutch\u2019s Customer Success process<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/customer-support-process-checklist\" rel=\"nofollow noopener\" target=\"_blank\">Customer Support Process Checklist<\/a><\/li>\n<\/ul><\/div>\n<\/section>\n","protected":false},"excerpt":{"rendered":"<p>Introduction to Customer Feedback Survey Process: Customer Feedback Survey Process In this customer feedback survey process, we provide a means to take action on data gathered through surveying your customers.&nbsp; This template was originally designed to be run as part of a process outlined on our Process Street help site titled How to Integrate Typeform [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":11679,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"ep_exclude_from_search":false,"cover_icon_emoji":"","cover_icon_url":"","tasks_count":"11","template_description":"Use this customer feedback follow up checklist to manage your responses to survey results.","template_id":"uqzka3CWGkrXqn4f-fBAIw","task_0":"Introduction to Customer Feedback Survey Process:","task_slug_0":"introduction-to-customer-feedback-survey-process","task_1":"Assess feedback given","task_slug_1":"assess-feedback-given","task_2":"Identify 3 positive themes","task_slug_2":"identify-3-positive-themes","task_3":"Identify 3 causes for concern","task_slug_3":"identify-3-causes-for-concern","task_4":"Identify the key use case given","task_slug_4":"identify-the-key-use-case-given","task_5":"Identify any high priority 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