Comments
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@Gail Propson , Yes, we sure did! The response rate more than doubled from election week to the week after! 😀
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I was just surprised at the 2% drop in response rate week-over-week and wondered if anyone else had seen a similar phenomenon. We didn't A/B test the changes because we assumed they were benign - we hid 3 questions from the middle of the survey in an attempt to reduce partial completions.
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@Steve Tennant Thanks for the detailed response! My "bottoms up" comment was about our approach, rather than our sponsorship. In other words, we've started by mapping small "micro journeys" in which a customer is interacting with a single functional area in our company (support) to achieve a specific outcome. Building on…
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Thanks, @Doug Caviness and @Steven Forth. It's exciting to see organizations taking a top-down and cross-functional approach to journey mapping. We are taking the opposite path - starting small within our Support Services organization and building up. I like the added swim lane for value communication, delivery, and…
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Thanks for the insightful comments, @Patrick Martin, @Steven Forth, and @Gail Propson! While there were different opinions on which customer sentiment metric to use, no one advocated for a process-based metric like turnaround time, quality, or response time. If I had to pick one north star for support, I would choose CES…
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@Joe Thomas is Einstein able to do sentiment analysis on support cases in Service Cloud? For example, using sentiment to identify cases that are likely to be escalated or generate low survey scores?
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We're measuring both CES and CSAT in our transaction surveys, and compare with the TSIA benchmark quartiles. We're using the CES 2.0 question: To what extent do you agree or disagree with this statement: <company> made it easy for me to handle my issue.
