Introducing Sprinklr Surveys: Reimagining Solicited Customer Feedback Management 

Surveys continue to be a cornerstone for CX teams, providing invaluable insights into customer preferences, satisfaction levels, and pain points. Their structured format allows for easy data collection and analysis and when used strategically alongside other data sources, surveys play a vital role in shaping customer-centric strategies and driving business growth. However, despite their effectiveness, surveys face challenges such as survey fatigue, biased responses, and limited scope for capturing nuanced feedback. The top challenges are: 

1. Surveys are often conducted on small samples, creating the need to validate the insights on larger datasets.

2. Analytics on surveys is still a manual process. End users need to spend a lot of time to identify actionable insights from survey responses.

3. Traditional surveys suffer from low response rates and poor-quality responses because of their outdated appearance.

4. Closing the feedback loop requires multiple systems, leading to delays and a broken customer experience.

5. Current enterprise-level Survey tools are not user friendly and are not self-serve. Highly skilled implementation services are required and take a lot of time to deploy.

How Sprinklr Surveys will solve the challenges

Sprinklr's new product is designed to address the challenges faced by CX and brand teams in survey management with following key capabilities:

Automated Insights Edge Feed

• By harnessing the power of Sprinklr's industry-specific AI and Generative AI capabilities, Sprinklr Surveys delivers fully automated insights effortlessly. This means customers not only receive the results but also understand the underlying reasons behind them, all without any setup requirements.

• Insights are presented as a stream of summarized cards, highlighting trends, correlations, and anomalies. With automated insights, the time to derive actionable information is significantly reduced, empowering businesses to drive NPS growth efficiently.

Modernized Conversational Surveys

• Traditional survey forms are replaced with interactive conversational surveys, offering respondents a more engaging experience. This shift towards conversational UI represents the future of surveying, making the process more intuitive and human centric.

• Leveraging GenAI, Sprinklr Surveys intelligently poses follow-up questions to gather detailed feedback, even in cases where responses are vague or unrelated. This ensures that the collected feedback is not only comprehensive but also actionable.

Unified CXM

• Sprinklr's Unified CXM platform allows CX teams to seamlessly close the feedback loop within the same environment. Cases can be swiftly created and assigned to relevant agents or front-office teams for prompt resolution of customer experience issues.

• Additionally, workflows enable the enrichment of customer profiles with feedback insights, ensuring that outbound content is tailored to individual preferences and avoiding unnecessary engagement with dissatisfied customers.

AI-assisted Survey Builder 

• With Generative AI capabilities integrated into Sprinklr AI+, insights teams can generate survey questionnaires within seconds, streamlining the survey creation process.

• Sprinklr AI+ further enhances this by automatically styling surveys based on brand assets and guidelines, maintaining brand consistency effortlessly.

• These features collectively reduce onboarding time and accelerate the deployment of surveys, allowing businesses to gather insights swiftly and efficiently.

What Sprinklr Surveys Offers Out of the Box: 

Sprinklr's new product is designed to address the challenges faced by CX and brand teams in survey management with following key capabilities:

1. Survey Template Library: Explore an extensive library of survey templates tailored to various use cases. Craft surveys with ease in just a few clicks.

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2. AI+ Builder: Employ generative AI to seamlessly design and style surveys through intuitive prompts.

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3. Survey Builder: Construct your surveys effortlessly using a diverse library of questions, styling themes, and skip/display logics.

   1. Questions Library: Access a comprehensive array of question types.

   2. Styling & Themes: Personalize the appearance of your survey with custom styling options and save them as reusable themes. Alternatively, opt for our pre-designed templates for a quick and professional look.

   3. Logics: Define the flow of questions with an intuitive flowchart view, ensuring a smooth respondent experience.​

      

4. Survey Preview: Review the survey's appearance and functionality before going live, with automatic optimization for mobile devices.

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5. Conversational Surveys:

   1. Engage customers in dynamic conversations, gathering and analysing data with robust reporting tools.

   2. Surveys adapt questions based on respondents' answers, providing a truly conversational experience powered by AI.

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6. Translations: Reach a global audience with surveys automatically translated into over 150 languages. 

7. Distribution: Monitor real-time survey statistics and distribute surveys across various channels such as Anonymous links, QR Code, etc.

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8. Responses: Access all responses quickly and create custom fields and metrics at a response level for easy analysis.

9. Analytics:

   1. Survey Report: Utilize widgets for all survey questions plotted on suitable plot types, facilitating easy and quick analysis.

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   2. Text Analytics: Gain insights from text responses, visualize key phrases, associated attributes, and sentiment effortlessly with zero setup required.

      

      
      

   3. Insights Report: Seamlessly analyse text responses and access root cause analyses using our AI-powered text analytics, requiring no setup.

      

10. Workflows: Create personalized customer experiences and streamline operations through automated actions triggered by predefined criteria.

Key Survey Use cases

Surveys offer versatile solutions for businesses, serving various purposes from understanding customer preferences to shaping brand perception. Here are some key use cases where you could deploy Sprinklr surveys: 

1. Insight into Customer Preferences: Utilize surveys to delve into the intricacies of customer preferences, understanding their likes, dislikes, and desires concerning products or services.

2. Measuring Customer Satisfaction: Employ surveys to gauge the satisfaction levels of your customers. This feedback loop allows for continuous improvement in product offerings, services, and overall brand experience.

3. Spotting Market Trends: Leverage surveys to stay ahead of the curve by identifying emerging market trends and potential areas for business expansion. This proactive approach ensures that your brand remains relevant and responsive to evolving consumer needs.

4. Conducting Competitive Analysis: Through surveys, gain invaluable insights into how your brand stacks up against competitors from the perspective of your target audience. This data serves as a foundation for strategic decision-making, enabling you to carve out and maintain a competitive edge in the market.

5. Shaping Brand Perception: Harness the power of surveys to gauge the perceptions customers hold towards your brand. Understanding these perceptions is pivotal in shaping effective branding and marketing strategies, fostering positive associations, and enhancing brand loyalty.

6. Closed-Loop Feedback: Ensure that issues identified in individual customer feedback are promptly resolved and inform customers about the actions taken to address their concerns.

7. Employee Engagement: Share customer feedback with front-line employees to engage them in the improvement process and empower them to provide superior customer service.

To conclude, with Sprinklr Surveys, brands can unlock the potential of customer feedback, gaining invaluable insights to drive informed decisions and propel growth in today's competitive landscape. 

Experience the future of customer feedback collection with Sprinklr Surveys today!