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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Viewing survey results

Customer Voice provides different ways to view the survey results:

View survey results in Customer Voice reports.
View survey results in Dynamics 365.
Create a custom dashboard using Power BI.

Let's look at each of these in turn.

View survey results in Customer Voice reports

There are two reports available in Customer Voice. The first is the satisfaction metrics dashboard report. For each satisfaction metric you defined in your project, Customer Voice reports the latest score and trend so you can measure your progress over time. In our example, we use two metrics: NPS and sentiment. Figure 7.22 shows an example of a satisfaction metrics dashboard report:

Figure 7.22 – An example of a satisfaction metrics dashboard

You can view individual survey reports in the Reports section in the left menu. The survey report summarizes the results from each question, and you can also view the individual survey...