Omni Channel Sprinklr Surveys allows you to create personalized questionnaires to obtain feedback from customers at various touchpoints, and then leverage this feedback to make informed strategic decisions that align with the customer's preferences.

The customization of surveys ensures that the questions are pertinent and appropriate, providing valuable insights to improve the customer experience at a large scale. Additionally, surveys allow for unified reporting capabilities to evaluate key performance indicators (KPIs) related to customer services, such as Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT).

Using the Rule Engine you can configure rules to automatically send out surveys to ensure that the data you receive is unbiased and that the feedback you receive can help make data-driven decisions when it comes to identifying issues, discovering the customer service strategies that work best, and how you can refine the questions you ask customers to continue to receive the best feedback. In order to customize business rules to send surveys on any channel, there are several steps that can be taken:

Determine the target audience: First, it is important to identify the specific target audience that the survey is intended for. This could include existing customers, prospective customers, or employees, among others.

Choose the survey channel: Next, consider the various channels through which the survey can be sent. These could include email, SMS, social & messaging channels, in-app or web, or even voice.

Define the survey goals: It is important to have clear goals in mind for the survey. For example, are you trying to gather feedback on a new product or assess customer satisfaction? This will help determine the types of questions that should be included in the survey.

Create the survey: Once the goals have been established, create the survey questions and format. Consider whether the survey will be multiple-choice, open-ended, or a combination of both. Be sure to keep the survey concise and focused to increase response rates.

Determine the sending frequency: It is important to determine how frequently the survey will be sent. This could vary based on the target audience and the goals of the survey.

Personalize the survey: Finally, customize the survey to the specific target audience. This could include tailoring the language and tone to the audience, using personalization tokens, and including relevant information such as past purchases or interactions with the business.

Overall, customizing business rules to send surveys on any channel requires careful consideration of the target audience, survey goals, and the various available channels. By taking these factors into account, businesses can create effective surveys that generate valuable insights and improve customer satisfaction or employee engagement.

Use cases

Surveys can be used in a variety of ways by businesses to gather valuable insights and feedback from their customers or employees. Here are some common use cases for which brands use Sprinklr surveys:

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Customer satisfaction surveys: These surveys are used to measure customer satisfaction with a business's products, services, or overall experience. They can help businesses identify areas for improvement and gauge customer loyalty. Capture survey responses directly within Sprinklr and associate the survey response with the case and measure agent performance.

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Market research surveys: These surveys are used to gather information about the market and the competition. They can help businesses understand customer preferences, identify trends, and gain insights into their target audience.

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Employee engagement surveys: These surveys are used to measure employee satisfaction and engagement with the company. They can help businesses identify areas where employees may be experiencing challenges and make improvements to increase retention and productivity.

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Product development surveys: These surveys are used to gather feedback from customers about new or existing products. They can help businesses identify areas for improvement and prioritize features for future development.

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Event feedback surveys: These surveys are used to gather feedback from attendees of events, such as conferences, trade shows, or webinars. They can help businesses identify areas for improvement and make changes to future events.

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Website feedback surveys: These surveys are used to gather feedback from website visitors about their experience on the site. They can help businesses identify usability issues to improve the user experience, user buyer persona and buying behavior, etc.

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In-Store survey: A type of survey conducted by businesses to gather feedback from customers who are physically present in their retail store or location. In-store surveys are usually conducted via scanning QR codes and responses are recorded as anonymous and can be associated with a store name/location for reporting purposes.

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Overall, surveys can be a valuable tool for businesses to gather feedback, make improvements, and better understand their customers or employees. By using surveys strategically, businesses can gain a competitive edge and improve their overall performance.