[Live Webinar] Product Demo - 3 Use Cases That Will Make You Look Smarter
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Transcript of [Live Webinar] Product Demo - 3 Use Cases That Will Make You Look Smarter
Qualtrics Product Demo3 Use Cases That Will Make You Look
SMARTER
May 23, 2013
Megan ChristensenProduct Specialist
Your HostsGrant HibbertProduct Specialist
95/100 Top Business Schools – 1,300 Universities
Over 5,000 Clients
Over 1 Billion Surveys Sent in 2012
What are People Doing with Qualtrics?
• Satisfaction Surveys
• Product/concept Testing
• Event Registration
• Market research
• Employee feedback
• Academic research
• Website feedback
Agenda:
Satisfaction Surveys
Product/Concept Testing
Event Registration
1. Satisfaction SurveysWhy Understanding Satisfaction Matters
1. It costs far less to retain a happy client than to acquire a new one
2. Companies that focus on customer satisfaction financially outperform the market
Stock Price Change Over Time*
*Beating the Market with Customer Satisfaction, Christopher W. Hart, Harvard Business Review, March 2007
1. Satisfaction SurveysWhy Understanding Satisfaction Matters
Can you easily answer these questions?
• How satisfied are your customers with your product or service?• What do potential clients think about your prices?• How well is your customer service team delivering customer service?• How satisfied are your direct reports with your management style?• What do your colleagues enjoy/dislike about their work?• Why do clients stop doing business with you?• How is your NPS score trending over time?• Why do your colleagues leave your company?
How to Approach Satisfaction Surveys
1. Transactional Satisfaction• Satisfaction at a given time of delivery
2. Periodic Satisfaction Surveys• Occasional snapshot of expectations for a specific
group3. Continuous Satisfaction Measurement
• Management to keep quality high (benchmark)
1. Satisfaction Surveys
“We have a sophisticated website and need to ensure that we are giving customers the best possible experience. With Qualtrics, we can gather more types of consumer insight than we could before and with high quality surveys that match our brand.”
Bonnie Penzien, Consumer Insights Analyst, eHarmony
PRODUCT DEMO
Essential Features:
Adding Questions
Automatic Choices
Display Logic
2. Product/Concept TestingWhat is concept testing?
How people, without prompting, interpret an idea or new product or service.
"From the way our team executed the holiday business, with the right inventory and right manufacturing, we built the right stuff, the right products and our marketing was right. The whole company fired on all cylinders.”*
- Craig Johnson, CEO, Harry & David
*Harry & David has a good year. Mail Tribune, September 06, 2012 by Greg Stiles
PRODUCT DEMO
Essential Features:
Insert Media
Essential Features:
Randomization
Essential Features:
Preview Survey
3. Event RegistrationWhen should you do an event registration?
Keep in Mind
1. Pre-event Survey
2. RSVP3. Follow-Up
Survey
Anytime people gather, it’s an event…
PRODUCT DEMO
Essential Features:
Answer Choice Logic
Essential Features:
Quotas
Essential Features:
Email Triggers
Essential Features:
Piped Text
Thank you for attending!To learn more about these use cases and Qualtrics check out:
• Qualtrics Website www.qualtrics.com
• Qualtrics Blog www.qualtrics.com/blog
• Qualtrics University www.qualtrics.com/university
• Customer Wall www.qualtrics.com/customers