You're reading from Working with Microsoft Forms and Customer Voice Efficiently gather and manage customer feedback, insights, and experiences

Product type Paperback

Published in Jun 2021

Publisher Packt

ISBN-13 9781801070171

Length 336 pages

Edition 1st Edition

Tools

Dynamics 365

Concepts

Business Management

Author (1):

Welly Lee

View More author details

Table of Contents (16) Chapters

Preface

1. Section 1: Working with Microsoft Forms and Customer Voice

2. Chapter 1: Introducing Microsoft Forms and Customer Voice FREE CHAPTER

3. Chapter 2: Best Practices for Collecting Feedback through Surveys

4. Chapter 3: Creating a Survey with Microsoft Forms

5. Section 2: Implementing Common Feedback Solutions with Microsoft Forms and Dynamics 365 Customer Voice

6. Chapter 4: Conducting a More Productive Meeting with Microsoft Forms and Microsoft Teams

7. Chapter 5: Post-Training Assessment and Feedback

8. Chapter 6: Conducting an Employee Survey with Dynamics 365 Customer Voice

9. Chapter 7: Collecting Periodic Customer Feedback with Customer Voice

10. Chapter 8: Automating Customer Support Surveys with Dynamics 365 Customer Voice

11. Chapter 9: Closing a Feedback Loop with Customer Voice

12. Section 3: Administering Microsoft Forms and Dynamics 365 Customer Voice

13. Chapter 10: Administering Microsoft Forms and Dynamics 365 Customer Voice

14. Chapter 11: Managing Usage with Dynamics 365 Customer Voice

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Analyzing survey results

Analyzing survey results involves evaluating the KPI score, identifying relevant key drivers for the KPI scores, and summarizing the text comments.

Analyzing KPIs

When analyzing survey results and KPI scores, how do you know whether the score is good? Ideally, you can compare your score with other organizations in your industry.

Forrester Research publishes an annual report of the NPS score for 250 brands across 14 industries (see https://www.forrester.com/report/Net+Promoter+Benchmarks+2020+US/-/E-RES162297). In addition, there are other organizations that are conducting surveys and compiling scores based on the same questions, so they can be benchmarked. In the United States, the American Customer Satisfaction Index (theacsi.org) compiles a customer satisfaction index across 50 industries and publishes the scores on their website.

For employee feedback, there are a few consortiums that share index scores among member organizations, among them...