Data Collection Made Easy
When collecting customer information, you want the process fast and reliable. Typos slow things down, makes data hard to share, and can even result in unusable leads. We looked at how many of our customers were collecting information (and the errors!) to find ways to make this better. Starting today, you can use these new question types to get the best data while on the move with your iPad and iPhone mobile surveys:
* Address Fields - what used to take 6 screens can now be done on 1 with dedicated address fields
* Date Selector - record today's date, a date in the future, or birthday
* Phone Number
These extra fields can be useful for scheduling appointments, service visits, enrolling customers in a marketing campaign, or generating leads at shows. This extra information will also show up when you Export to Excel and in any trigger alerts. Happy fielding!
New Question Types For iPhone Surveys
New Question Types For iPad Surveys
Building a More Efficient Distributed Workforce
It's time for clipboards and notepads to go the way of the buggy whip. Your employees in the field shouldn't be fumbling around for paper and pens while collecting sales and marketing leads at events, visiting your locations, or performing similar tasks. They should be focused on the task at hand, not worrying about putting a form on a clipboard and making sure their pens don't run out of ink.
When they are done, they shouldn't have to type their handwritten notes into the computer and hope they didn't miss any key information, or worry that they may not be able to read something that was scribbled in haste. And why should they have to write up the same thing twice anyway? Don't they run the risk of forgetting what was running through their mind earlier in the day, when they were "in the now"?
Capturing Thoughts "In the Now"
That's where LoopSurvey enters the picture: Your employee simply carries a smartphone or tablet and enters information as they make their observations. The digital form can be as simple or complex as necessary, with the ability to mix written responses with simple "check the box" questions, so both qualitative and quantitative analyses can be performed.
Best of all, they can enter their responses "in the now," when their thoughts are freshest and they can capture exactly what they're witnessing, whether they're talking to a customer or visiting a business location. They don't have to worry that they may be too tired later to type their notes, or that they could simply forget their thoughts. And they don't have to dig through a stack of papers to find the right one.
See Trends as They Appear
As workers enter their responses, they're uploaded and viewable in the LoopSurvey Dashboard in real time, so managers can track data trends as they develop and watch for specific things. Managers can also set up text and/or email alerts based on specific criteria and have them sent to designated employees. For example, if conditions at a business location fall below a threshold, they can be dealt with right away, not when discovered through traditional methods weeks later.
LoopSurvey also features automated report sending and seamless offline capabilities, so if an employee is without an Internet connection, their responses will be uploaded to the system as soon as the app detects Internet access. The data security is rock-solid, with instant failover and mobile device management.
Modern cloud technologies let your distributed workforce get their jobs done more quickly and efficiently than ever before, so they can capture their thoughts "in the now" and focus on the "why" of what they're observing, not the "how" to get their responses entered into a system. That means you can be more responsive to trends as they develop, which leads to happier customers and clients and increased revenue.
It's You, Not Them
Put yourself in your customers' shoes for a moment. We bet that like most people, it's been a long time since YOU last filled out a customer feedback survey:
* When a cashier tells you to check out the survey on your receipt, do you bother to do so?
* Do you pay attention to those "Tell us what you think" emails that show up days later?
* Can you recall the last time you welcomed a telephone survey?
* How often do you respond to paper surveys in the mail?
Even when you do fill out one of those surveys, how much of the experience do you really remember by then? How much lag is there between your experience and the company's reaction to your survey responses? If it feels like a black hole, it's because if often is. It could be months before the people in the organization are made aware of any issues and finally address them, if they do so at all. In the meantime they've likely let down more customers and wasted lots of the organization's time and money.
Telephone and paper surveys were the only way once upon a time, but today's "in the now" world demands that your organization use the same modern technologies that consumers rely on every day of their 24/7 Internet-connected lives. Organizations that recognize this shift in consumer behavior and adapt their feedback loops will do wonders for their quality control initiatives.
Easily Capture Opinions "In The Now"
Wouldn't it be better to harvest customers' opinions when they are ripest -- while they're checking out of a hotel, just after they've finished a meal, during a car rental return, as they're walking out of a store?
Modern cloud and mobile technologies like LoopSurvey let you quickly and easily capture customer thoughts "in the now," before they move on to the next activity and forget about their interaction with your organization. Not only do you get immediate feedback from your customers, but you can quickly get actionable information to address any shortcomings. You'll not only keep your current customers happy but also attract new ones, thanks to positive word-of-mouth.
The original Loop was conceived as a “mobile first” project. The idea was that with so many smart devices out there, people should not have to be tethered to their computers. While this worked great for a device or two, "mobile only" was not sufficient to unlock deeper value. People want to design their surveys, setup multiple devices, invite colleagues, and analyze reports. The Dashboard is the command center of the new LoopSurvey Business and makes these tasks easier on a larger screen.
In a truly mobile world, people take their iPhones and iPads with them wherever they go and expect software to go with them. Despite all our technology, internet connectivity is unreliable even in a tech hub like Silicon Valley. A really difficult engineering challenge we set out to solve was true offline sync so people can take their devices and survey anywhere, even when there is no internet. Once a connection is re-established, the data automatically syncs to the Dashboard and updates the reports. Many others claim “works offline” but the reality is usually disappointing and results in data loss for panicked clients. Why? Many older web technologies were not designed to be offline for extended periods of time. In other words, they were not created to be truly mobile.
Trigger Automatic Actions
Acquiring and analyzing feedback survey data is important. But what happens after? Another powerful capability of LoopSurvey Business is the ability to trigger automatic actions based on how customers respond. For example:
* Valuable leads or priority service requests collected by field teams can be routed via email.
* Managers can get instant text alerts if a customer has a bad experience.
* Customers that have a great experience can receive instant email reminders to leave an online review on TripAdvisor, Yelp, and Google, or share their experience on social media like Twitter or Facebook.
Try LoopSurvey Business for free and let us know what you think!