What is SurveySparrow? How can you use it to create and share surveys, and to analyze results?
What is SurveySparrow?
SurveySparrow is an online survey platform that lets you turn surveys into conversations. With an ample range of question types and features to choose from, you can create and share a highly personal and engaging survey for your respondents.
Using SurveySparrow, you can collect feedback through a chat-like experience, gain insights and thus make better decisions. SurveySparrow makes use of a conversational interface to result in up-to 40% higher completion rates and finer results.
You can use SurveySparrow to:
Whether you’re creating customer satisfaction surveys, employee pulse surveys, and doing market research, or even receiving event and product feedback, we have all the tools you need to create a beautiful conversational survey.
2. Integrate your Surveys with third-party applications.
Now that you've created your surveys, you can easily stay connected to your existing apps, push/pull the survey data through your favourite tools, and continue your conversations, seamlessly. Extend the functions of your existing ecosystem, with SurveySparrow’s 1500+ integrations! Find your favourite app/software here. If we’re missing any, please let us know via chat support, we will definitely try to onboard it.
With easy sharing options, SurveySparrow also allows you to share your surveys across Weblink or URL, Mobile, Social, Email, Email Embed, SMS, QR Code, Mobile SDK, Slack, Teams, and Portal Share to collect feedback from your targeted audience.
One of our distinctive features, Recurring Surveys let you automate and send surveys at regular intervals to gauge customer or employee pulse.
4. Analyze your Survey Results
You can get an overview of your responses via dashboard and gain deeper insights of your survey reports with the graphical representation of reports. You can also download survey responses and slice and dice it accordingly.
Now that you've created, shared, and collected responses for your surveys, it's time to analyse them all. That's where Executive Dashboard will come into the picture. Executive Dashboard lets you create an exclusive dashboard for your surveys to visualise the survey data, effortlessly. You can visualise them using various widgets including Vertical Bar Chart, Horizontal Bar Chart, Stacked Chart, Donut Chart, Line Chart, Composite Chart, Area Chart, Journey Chart, and so on.
How do you manage customer responses? There might be a few responses you will have to take actions immediately. E.g. You run an NPS Survey, and you find that you have more detractors than promoters. How will you solve their problems and eventually convert them into promoters? This is where Case Management plays its role. Case Management lets you close the feedback loop for your survey responses based on the priority level and enables you to effortlessly assign the responses to your teammates. You can create actionable items required to resolve the case and track them regularly with our in-built system.
Wouldn’t it be easier to just automate actions based on survey responses? Our Custom Workflows lets you do just that. With Workflows, you can define clear conditions for survey, select actions of how you want to trigger the workflows, and head on straight to create a new workflow. You can send emails to your respondents who’ve met certain conditions, create customer responses into tickets, and automatically update your teams on Slack/Microsoft Teams based on survey responses.
NPS not only drives company growth but also gives a clear picture of how a customer perceives your brand. Measuring NPS is a surefire way to identify brand advocates, gain quality customer testimonials, and drive overall revenue for your business.
A high NPS score indicates that the majority of your customer base is happy and that your business provides an outstanding customer experience program. A low NPS score indicates a large number of unhappy customers and that some drastic changes need to be made to prevent the wrath of high customer churn rates.
Net Promoter Score Calculation
The Net Promoter Score ranges from -100 to 100. The higher the NPS, the better. The NPS scale divides the scores as follows:
Detractors are customers who are highly dissatisfied and are on the verge of churning. Passives are the intermediate customers that feel so-so about your brand. They’re not entirely unhappy to churn; neither are they loyal enough to promote your business. Promoters are those customers who absolutely love your brand overall and can be identified as brand advocates.
The Net Promoter Score calculation is as follows:
“NPS is calculated by subtracting the percentage of detractors from the percentage of promoters.”
For example, suppose you have received 100 responses for your NPS survey. Out of which 40 are promoters, 30 are passives, and 30 are detractors. Passives are not included as part of the NPS calculation.
So, the percentage of detractors would be 30/100 = 0.3
Percentage of promoters: 40/100 = 0.4
Therefore, your NPS is: 0.4 - 0.3 = 0.1
What are 360° assessments?
“360° assessments are a performance review process that focuses on evaluating an employee’s performance in order to identify their key strengths and weaknesses and in turn, drive organizational-wide growth.”
The 360 feedback system has been widely adopted by organizations since it’s a productive process that can help employees reach their maximum potential in the workplace. It also builds a stronger bond between employees and managers due to the transparency achieved and improves employee retention on a larger scale, thus driving company growth to greater heights.
For example, Netflix conducts 360° performance reviews continuously throughout the year and has done away with the “annual review” to provide frequent opportunities for employees to improve their skills and work ethics. They even make the feedback public within the company to achieve 100% transparency and maintain a high-performing, competitive work environment. Netflix’s CEO, Reed Hastings, encourages every individual to be bluntly honest with one another in order to avoid office politics, promote openness in the workplace, and drive collaboration.
Likewise, other organizations such as Google, Deloitte, Amazon, Uber, and others have set in play various 360 review initiatives to boost organizational performance.
The 360° assessment typically consists of four roles:
Subject: This is the individual being evaluated. The subject does a self-evaluation assessment and also nominates their peers to review their performance. Post-assessment, once the report is ready, the subject together with the HR administrator discuss a clear-cut workflow for personal growth and development.
Evaluator: These are the peers & co-workers that are nominated by the subject. Their main job is to evaluate the subject thoroughly and honestly and provide valuable feedback that can help boost their performance.
Approver: This is the manager. They also evaluate the subject as well as approve evaluator nominations, and the final report once all assessments have been completed. The approver and the admin work together towards devising a thorough development plan for the subject.
Admin: This is the HR administrator that conducts the reviews, formulates the questions, works on the subject’s development plan with the approver, and ensures that the procedure is known and followed correctly in the organization. They share the reports to the subject once the manager has approved them. They also help the subject with any clarifications they might have after delivering their growth plan.
Get started with SurveySparrow
Using SurveySparrow is a smooth and effortless process. You don’t necessarily have to be a tech-savvy person to use SurveySparrow. This amazingly conversational platform is super easy to use :)
P.S. Whenever you need some help setting up, you can have a quick chat with our team, always a click away 😊