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  • 1.  End-User Satisfaction Surveys

    Posted 01-31-2023 11:03 AM
    We are looking at doing an end-user survey regarding our CRM (Blackbaud CRM) to gauge satisfaction and identify pain points and areas for improvement. Does anyone have examples of this type of survey they would be willing to share? 

    Thanks.

    Jeff


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    Jeff Beachy
    Assistant Vice President for Advancement Services
    Santa Clara University
    jdbeachy@scu.edu
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  • 2.  RE: End-User Satisfaction Surveys

    Posted 01-31-2023 11:53 AM
    Hi Jeff,

    We've deployed surveys like this over the years, with mixed results. The issues include:
    • User contexts are very different (GOs vs gift entry vs analysts, etc.), which makes questions hard to write, and answers hard to interpret
    • There may not be enough users for real statistical significance
    • It hasn't proven to save much time relative to other modalities, like focus groups and screenshare sessions
    • It doesn't offer much insight into root causes
    You can certainly do more general satisfaction surveys, asking about things like user interface, reliability, speed, responsiveness of customer support, and include some open-ended response questions about pain points. Our approach these days is to ensure that there's a feedback loop that is embedded in the day-to-day -- a place to submit bugs, ideas, and even just complaints and have them heard and triaged. When we survey, we stay high-level, asking about pain points, giving folks a magic wand, or three wishes to use, and asking what would folks do with the time saved if a big problem was resolved. 


    Thank you,
    Isaac Shalev
    Data Strategy Expert
    Sage70, Inc.
    (917) 859-0151
    isaac@sage70.com

    Schedule a 30-minute consultation now:




    Original Message


  • 3.  RE: End-User Satisfaction Surveys

    Posted 02-06-2023 02:28 PM
    Hi Isaac,

    I wanted to piggy-back a bit - would you have any samples to share? I totally get the uniqueness of roles and the different questions, but as we think about a temperature check post-conversion I'd welcome any sample questions that are more applicable to all end-users.

    Thanks!
    Stephen

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    Stephen Rodriguez
    Vice President of Development
    Brandeis University
    stephenr@brandeis.edu
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    Original Message


  • 4.  RE: End-User Satisfaction Surveys

    Posted 02-07-2023 10:06 AM
    I don't think we've done a post-conversion temperature- check survey, though I really like that idea. I'd likely want to map questions back to the pre-conversion survey to validate that the new system is meeting the needs and issues identified there.

    For generic questions, you can ask:
    • satisfaction with onboarding and training
    • Does the new CRM help you accomplice your goals?
    • What is your favorite feature?
    • Have you engaged with Customer Support? If so, how satisfied are you with the experience?
    • Do you have any unresolved challenges with the new system?
    • Are there any features that you feel are missing?
    • How much effort was it to migrate to the new system? How did that compare to your expectations?
    • How do you like the new system compared to the old one?
    • Is there anything else about this experience you'd like to share?
    There are many templates out there for CSAT (customer satisfaction score), CES (customer effort score), and UX surveys that you can look at to get more ideas and customize for your prupose. I would also recommend that you consider, in advance of the survey, what types of interventions and responses you might make based on how folks answer. 

    Thank you,
    Isaac Shalev
    Data Strategy Expert
    Sage70, Inc.
    (917) 859-0151
    isaac@sage70.com

    Schedule a 30-minute consultation now:





    Original Message


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