mojo surveys - csat edition

fusionsoftware.com/csat

Introducing Mojo Surveys – CSAT

EditionA solution to collect Customer Satisfaction feedback

for Microsoft Dynamics CRM 2013 as simply as possible for you and your customer

http://www.fusionsoftware.com/csat



“When customers share their story, they're not just sharing pain points. They're actually

teaching you how to make your product, service, and business better. Your customer service

organization should be designed to efficiently communicate those issues”

Kristin Smaby, "Being Human is Good Business"




What is Mojo Surveys CSAT Edition?

• Simple, one page customer satisfaction surveys• Maximum five questions. Two is

best. • Multiple question types including:• Net Promoter Score (NPS)• Customer Effort Score• CSAT ratings• Facial Expressions




Simple, Simple, Simple

• One page surveys that are simple for you to create and send• Surveys that are simple and easy

for your customer to take• Do simple (or complex) actions

based on the customer feedback.

We believe asking less questions provides better quality feedback for customer satisfaction surveys.




Customers want, and like to give opinions …




… but your customers are busy

The challenge is to gather feedback while respecting your customers’ time




CSAT Edition aims to answer the following key questions:

• How satisfied is the customer?• Is the customer dissatisfied?• Do we need to take corrective actions?• How likely is the customer to buy again?

(customer loyalty / retention)• What are the pain points for the

customer in the customer journey?

• Are there any changes or improvements we can make to our products/services?




Where is it used?

• Typically used at key moments in the customer journey such as after• customer is on boarded• product or service is delivered• case is closed




How does it work?

• Choose your favourite customer satisfaction measure (NPS, CES, CSAT, Facial Expressions)• Design using designer (or

copy from template)• All aspects of look and feel

are changeable




Example: Invitations

• Send invitations • Automatically via workflow/

dialogue• Using campaigns• Using email templates• Using email directly• …

• Use graphical email invites




Example: Customer opens email and clicks through to the survey• One page – no progress bars




Example: Receive and store

• Responses stored against customer record in real time.• Summary responses displayed on

customer record so that future interactions with the customer can be adjusted




Example: Act

• Actions are used to trigger workflows based on rules:• E.g. customer satisfaction rating < 3 then create a task for the CRM

owner of the customer to follow up and appease the customer before negative sentiment is spread on social media




How is the CSAT edition different?

• Mojo Surveys is a full survey engine that integrates with Dynamics CRM. The CSAT edition is a sub set.

Feature Mojo Surveys (Full edition) Mojo Surveys - CSAT Edition

No of pages Unlimited 1

No of questions Unlimited 5

Question types All CSAT / NPS, CES, Simple Question Types

No of responses Banded 50 responses per active CRM user PCM

Price Banded $5 per active CRM user PCM

Generate Feedback Entities Yes No




Contacts

To arrange a demonstration, visit fusionsoftware.com/trial

Any [email protected]



http://www.fusionsoftware.com/trial

mailto:[email protected]


Thank you

