Lunch & Learn: Surveys

Welcome to Reputation Lunch N Learn Training!

Each month, Reputation hosts a virtual, live training session focused on one platform solution. Learn about best practices for managing your Reputation program from our experienced trainers through hands-on practice and live Q&A.

REPUTATION Lunch N Learn Series

Reputation Lunch N Learn – Track, Analyze, and Operationalize Survey Responses All From One Platform

Cassie Sneed
Sr. Manager of Customer Marketing

Kasey Kershner
Customer Training Manager

Exercise 1: Survey with Best Practices

29 STEPS

1. Let’s go through our coworker’s survey and incorporate some best practices so our customers have the best survey-taking experience.

To start off, we are asking for the respondent’s name…

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2. …and their phone number so that we can follow up with them if needed.

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3. While we asked respondent’s to rate their visit, there is no comment question for them to leave additional feedback. Let’s add one in.

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4. Click Add Question

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5. Click Comment

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6. Now our customers can provide more detail on why they chose the star rating that they did!

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7. This survey is starting to get a bit long. Let’s add another page of opt-in questions.

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8. Click Add New Page

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9. To add opt-in language to Page 1, we selected the dropdown question type and asked, “Would you like to answer more questions? Click yes or no.”

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10. Click Pathing. This sends respondents to the next page of the survey based on their response to this question.

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11. We want to send all respondents who answered “Yes” to the next page of questions by using this dropdown.

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12. Click Add Path

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13. Click No to direct the “No” responses to a different page.

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14. Click Thank You Page in the dropdown to send them to the Thank You page and end the survey.

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15. Click Done

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16. Click the Edit icon to rename the new page.

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17. If the respondent answered “Yes” to answering more questions, they will be directed to this next page of questions.

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18. Add a header to introduce this next set of questions for a creative touch. Click Add Question.

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19. Click Heading

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20. Perfect!

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21. Notice the double-barreled question included here. Let’s focus on one or the other. Click into the question to edit.

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22. Since we have a question on whether the staff was knowledgeable later on, we’ll focus this question on friendliness of the staff.

Type “I found the staff to be friendly throughout my appointment.” Click enter to proceed.

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23. Click Done

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24. In this survey, we want to ask specific questions about various themes we want feedback on. In addition to friendliness of the staff, we want to know about cleanliness…

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25. the wait time…

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26. …and the knowledge of our staff.

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27. For the final touch, let’s add review requesting on the Thank You page. This allows you to share their feedback on your review sites.

Click Add Question.

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28. Click Review Sites

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29. That’s it! You have successfully built a survey incorporating several best practices.

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Here’s an interactive tutorial

** Best experienced in Full Screen (click the icon in the top right corner before you begin) **

https://www.iorad.com/player/2117121/Lunch-N-Learn-Training-Series–Survey-with-Best-Practices



Next step

Exercise 2: CSAT Survey Results

11 STEPS

1. Let’s take a look at our BDP Customer Satisfaction survey results! From the navigation bar on the left under Surveys, click All Surveys.

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2. Locate the survey titled “BDP CSAT Survey” and click Results.

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3. On the Summary tab, click Date Range filter dropdown arrow to change the filter and adjust the date range from Current Year results to Last Year’s results.

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4. Click Last year to filter and show last year’s data results.

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5. Let’s practice drilling down into our survey results. Under question 2, click into the bar chart next to Dr. Evans.

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6. The summary tab will refresh and be filtered to only show the results for that specific answer: customers who indicated they saw Dr. Evans.

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7. The ability to dynamically slice data like this is not only incredibly useful to get immediate insights into feedback, but it also helps identify locations or staff members that need additional training. Click the X next to the filter to remove it.

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8. Explore the survey results and uncover insights. Which provider is associated with the lowest star average? Click the bar for 1-star surveys to find out.

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9. Here you’ll see all providers that were associated with 1-star surveys. Looks like Dr. Grosse has 12 mentions in negative surveys! Let’s look for additional feedback.

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10. Take a look at the results from Question 3 for ideas on how to coach Dr. Grosse and improve the overall experience at BDP-Uptown.

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11. Once you’re done analyzing the data, reset the filters by clicking the X.

That’s it! You’ve completed this walkthrough.

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Here’s an interactive tutorial

** Best experienced in Full Screen (click the icon in the top right corner before you begin) **

https://www.iorad.com/player/2116504/Lunch-N-Learn-Training-Series–CSAT-Survey-Results



Next step

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