Automate feedback distribution so teams can take action, fast

Surveys are a great way to uncover situations that require immediate, personalised attention. However, when surveys are used on a broad scale, distributing feedback can become a bottleneck in terms of taking action.

For companies that rely on surveys to guide decisions and track the customer experience, collecting and distributing feedback must be automated and friction free. Companies need to focus on survey collection and how, when and where teams receive collected data. Timely feedback with our newest automation tool, SurveyMonkey Connect, alongside Smart Notifications, ensures that teams can take action promptly and appropriately.

Without automation, managing large amounts of feedback can be a time-consuming, manual process. As a survey response comes in, there’s no way of knowing whether it’s positive, negative or time sensitive, unless an administrator is continually monitoring and triaging the data. In addition, it can be challenging to distribute critical feedback to the right stakeholders in a timely manner, and this usually requires switching between the survey platform and communication apps such as Slack or email clients.

For example, a company that wants to evaluate its training programmes might have a survey collector for each instructor and send a survey to each student. To manage and act on the responses that flow in every day, an administrator would manually scroll through the feedback, identify negative responses, filter them to isolate the feedback and send an email to the trainer to flag the issue.

If you scale that process to support multiple trainers, students and courses, it’s easy to see how taking action on feedback can become challenging when the volume goes up.

Here are a few challenges that companies face when distributing feedback:

SurveyMonkey Connect is our business apps and integrations hub where anyone can set up and automate workflows based on their survey and form results. SurveyMonkey Connect is built directly into SurveyMonkey, eliminating the need for third-party integration tools.

Using Quick Actions, you can send personal or channel notifications in your workplace communication app, such as Slack or Microsoft Teams. You can also automatically update spreadsheets in Excel for any new survey response. In addition, you can select and filter data to generate survey reports for a particular use case or target demographic to deliver timely reports to team members.

For example, customer experience managers can use Quick Actions to notify the broader CX team when detractors submit a Net Promoter Score® (NPS® ) survey. CX managers can follow up with customers promptly to understand the score and intervene to improve the customer journey.

Smart Notifications help to empower organisations to immediately act on feedback at scale. As survey usage grows and workflows become complex, Smart Notifications automate the feedback loop and help teams to manage large amounts of data without relying on manual, time-consuming processes.

With Smart Notifications, survey owners can set up conditions to trigger emails – either to themselves or stakeholders – that tell them they need to read feedback or take action based on a specific response.

For example, customer care teams can add Smart Notifications to an NPS survey so that detractor feedback is flagged and the relevant team member is notified. A promoter response would trigger a notification to the marketing or customer advocacy team to flag the opportunity for a case study or testimonial.

Using logic-based rules, surveys can be set up to send different Smart Notification emails to different people (up to 10 rules per survey). Notifications can be triggered based on survey questions and answers or respondent custom data so that people are flagged when a certain term is used.

For customer support teams, a Smart Notification could be triggered when specific keywords are submitted in open-ended questions. Words like ‘bug’ could trigger a notification and route the survey response to the QA team. Each Smart Notification email includes a link to the individual survey response so that notified stakeholders can see the response with a single click.

Putting data in the hands of stakeholders who can make a difference is the first step to creating a data-driven culture. SurveyMonkey Connect enables you to share targeted feedback in collaborative tools such as Slack. Helping teams act quickly on feedback can immediately boost your business, from improving your NPS to achieving more efficient customer interactions.

Setting up Smart Notifications ensures that survey data flows through the organisation promptly. Instead of logging in to SurveyMonkey after a survey is set up, reading through responses and manually curating feedback, administrators can automate and operationalise the process with SurveyMonkey Connect, quickly deliver insights directly to team communication channels and focus their attention on taking action.

Data often needs to be shared with individuals and teams that don’t have access to the same survey platform. With SurveyMonkey Connect, you can deliver feedback directly to where teams are already collaborating. Smart Notification recipients don’t need a SurveyMonkey account to receive and access the individual survey responses linked in the emails. You can even notify recipients outside of your group or company as long as they have an email address.

Feedback has the biggest impact when it’s shared and acted on. Find out how to automate feedback distribution and help teams take action.

Learn more about how Connections and Smart Notifications can speed up time to action in your organisation. Alternatively, if you’d like to learn more about SurveyMonkey Enterprise, please contact us.

NPS, Net Promoter and Net Promoter Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.