What 3rd party survey solutions do you use and why?

9 コメント

  • Jessie Schutz
    コメントアクション Permalink

    Hi Kelsey!

    This is a great question. I'm going to add this post to our May Community Roundup to see if any other Community members have some insight to share here!

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  • Kelsey Hales
    コメントアクション Permalink

    Thanks much, Jessie!

    1
  • Matt Cowell
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    Hi, we currently use InMoment and Survey Monkey for NPS feedback. We use these because ZD satisfaction survey does not allow for question editing. Besides the overall NPS questions "Would you recommend..." we ask questions about the interaction specific to the functional group supporting the case. We would love to centralize and use Zendesk as our case data is what drives the email delivery to our customer base. Today we have 8 questions, 4 of which have drop down selections for rating skills. We have a 7 day cooling off period built into the delivery method, meaning if a single user has submitted more than one case in a 7 day window, they do not receive another survey to avoid fatigue. 

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  • Nicole - Community Manager
    コメントアクション Permalink

    thanks for sharing, Matt!

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  • Matt Cowell
    コメントアクション Permalink

    Of course. If you decide to expand your offering, i would love to pilot or have early access. We have had VOC, CSAT, and now NPS for years and I myself have years of experience administering surveys within the call center/customer service industry.

    Thanks

    Matt

     

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  • Kelsey Hales
    コメントアクション Permalink

    That sounds pretty similar to what we've got, Matt except we're using SurveyGizmo. Having used Survey Monkey, the features are fairly similar.

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  • Nicole - Community Manager
    コメントアクション Permalink

    Thanks for the offer, Matt. We don't have any immediate plans around CSAT changes, but we'll be glad to have your input if and when we get to exploring that area for further development. Really appreciate your participation! yours too, Kelsey!

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  • Matt Cowell
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    Kelsey, we use Medallia, Survey Monkey and soon Fusion. 

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  • Grace Paet
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    I'd love to know from my fellow Zendesk Talk customers what they use to get CSAT from customers who call in. Traditionally, we ask the customer for a rating via email, if they contacted us through email. What do you do in the case of a user who only contacts us through phone?

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