If you would like to be able to subscribe to Blog Notifications please Sign In or Create an Account.
The Three Different Survey Types in HEAT
Frontrange has released a very good web survey tool that integrates nicely with HEAT. It’s free but is not part of the normal HEAT install. To get a copy, just give us a call and we can make it available as long as you are under maintenance.
Once the survey tool is installed, you’ll have the opportunity to build three different types of surveys; on-demand, post-transaction and periodic.
An on-demand survey is used to survey a complete set of customers on a periodic basis. This can be most effective when doing it annually or biannually via a manual auto task. The hyperlink will be geared to pass the customer’s ID, so that the customer is the primary identifier of the data point. This type of survey can only be answered once per customer.
A post-transaction survey is event driven. It is the best type of survey to use when you want to get the customer’s quantitative feelings on a particular incident that may have been recently closed. The hyperlink will be geared to pass the CallID, so that the incident or ticket is the primary identifier of the data point. BPAM is be the best option to automatically send the email to the customer including the link of the survey, and can only be answered once.
Finally, a periodic survey is very much like an on-demand survey, in where the customer is the primary identifier of the data point. However, the customer may visit the same survey link as many times as they want. This is perfect if you want to study your customer in an ongoing, long term experiment. You can use either a BPAM rule to include the same link in all emails going out, or simply query a set of customers then execute an auto task against that set.
Randall joined Ticomix in 2011 with nearly 14 years of IT process management experience and consulting. Since 2002 he's helped organizations make their support desks and call centers efficient and productive through engaging and interactive education. He continues this role at Ticomix, along with developing other software products and educational services. In 1998 Randall received an undergraduate degree in Management Information Systems, and his M. Ed. in Education Technology in 2012 from Texas A&M University.
