Customer survey. Description of Zoho Survey

    Recently, questionnaires have become an integral part of marketing and customer relationship management (CRM). Now it’s no longer necessary to talk about how important it is to accurately determine the client’s needs or to receive feedback from him to improve the quality of service. Surveys and surveys increase customer loyalty and become a sign of quality and a high level of service.

    Below I gave an example of a description of a real business process from one of the projects. On it you can see that at all outputs of the process a letter is sent to the client with a link to a particular form to fill out.



    However, often the questionnaire process is complex and time-consuming. And this is indeed so, if not to automate the process. But now, for the automation of customer surveys created many different specialized systems. I recommend using such systems to conduct surveys among clients. And in this article, as an example, I will talk about one such Zoho Survey system. I will tell you more about the questionnaire in the next article.

    What is Zoho Survey


    Zoho Survey is one of the online tools that helps to create surveys, collect the necessary data and work with clients efficiently.

    I personally use Zoho Survey in my work. Using this service, I collect personal data of clients, conduct surveys, etc. For example, if a client plans to implement a CRM system, I send him an appropriate form containing all the questions that arise when choosing and starting work with CRM: the number of users, preferred type of delivery, whether integration with other products is required, etc. Questioning saves me a lot of time, and the client, answering the questions of the questionnaire, precisely formulates his desires, goals and objectives, thinks about questions that he might not even have thought of before.



    Now let's move on to the Zoho Survey service itself.

    Zoho Survey Algorithm


    1. Development of questionnaire fields
    2. Setting profile options
    3. Customize Appearance
    4. Granting access to survey participants
    5. Data collection
    6. Transfer to the analysis system (CRM, KPI, etc.)

    Next, I will describe how this happens directly in the software product.

    Zoho Survey Rates


    Zoho Survey is an expensive pleasure. The service provides for three tariffs, differing in a set of functions:
    • Standart - 19 $ / month
    • Premium - 24 $ / month
    • Enterprise - 41 $ / month



    It should be noted that these prices are given taking into account the payment of the annual plan, but if you pay monthly, the price is slightly different.

    The Enterprise tariff provides for the possibility of an administrator and two users. This is true for large companies where separation of access rights is necessary. For the operation of medium-sized enterprises in Zoho Survey, only 1 user is enough (as a rule, this is done by a marketer).

    Create and edit profiles


    The Zoho Survey system itself (instructions, descriptions) is presented in English, it has not been translated into Russian. But the questionnaire and all its elements can be set in Russian. In other words, the system user interface is in English, and the survey participant can see a completely Russian-language profile.

    Zoho Survey provides the ability to create an unlimited number of user profiles.


    The questionnaire may consist of one or several pages (for example, divided thematically: Company Information, Requirement Information, etc.) For the page, you must specify a name and description (for example, the name “Company Information”, description - “Tell us a little about yourself and your company ”).

    Zoho Survey offers an unlimited number of questions and answers in the questionnaire, regardless of the chosen tariff.

    Types of questions can be very different:
    • single answer list
    • multi-answer list
    • rating
    • ranging
    • free text block
    • calendar etc.



    For fields we can set various properties:


    • field name (question)
    • required or optional field to fill
    • Question Hint, explaining what should be included in the answer (for example, the Company name field, prompt Specify the full official name of your organization)
    • field width
    • number of characters in the response (for example, at least 11 characters for a mobile phone number, etc.)
    • Auto Fill based on URL. For example, we send to customers who are stored in a CRM-system, the questionnaire "Rate the quality of our service." We have the name and surname of the client, his email. And we can register the correspondence of the fields of the questionnaire and the data of the CRM system, and the user will receive a questionnaire with partially filled data (with name and surname, for example).


    In addition, when creating a questionnaire, you can specify the logic of questions based on the responses received (Question Logic). For example, if in my profile a client answers “Yes, do you plan to work with social networks”, “A new question” pops up for him, “What social networks?” - with options to choose from. This question will not appear with the answer “No” to the previous question.



    Zoho Survey profile options


    After we created the questionnaire itself, settings become available to us, allowing you to add the necessary functions. We can upload our logo to the poll heading and choose what to use as a heading: the name of the questionnaire or special text.

    We can also customize the navigation of the profile:


    • turn on the back arrow
    • enable the progress bar (for visual tracking of the completion of the questionnaire)
    • enable numbering of questions
    • use captcha to protect against robots
    • set the name of the buttons (Send, Previous, Next)
    • specify the language of the questionnaire


    Also in the settings you can remove the inscription “Powered by Zoho Survey” (White Label) from the basement of the questionnaire. This feature is available starting from the Premium rate.

    Speaking of White Label, free services such as Google Docs do not provide an opportunity to remove the brand of the system’s developer. There will always be a note that the profile was created by Google Docs. And if you are a large company - it does not look very solid, and customers pay attention to it.


    In the settings of the questionnaire, we also have the opportunity to write a message that will appear if the client wants to re-open the link to the questionnaire, which is already closed for him (due to the expiration of the questionnaire or because the client has already filled it out once).

    In the Default Termination settings section, we can specify where the user will be directed after filling out the page. And there are several options:



    1. Default End Page - the page that opens to the client by default after sending the questionnaire. It may contain a thank you (English) text and advertisements of the Zoho Survey service itself.
    2. Custom End Page - a page created by the user. Here appears the text written by the author of the questionnaire itself, for example, “Thank you for participating in the survey. Your opinion is important to us ”, etc. Such a message may contain automation elements: for example, you can substitute the name of the person who filled out the questionnaire (Thank you, your name for taking part in the survey ....)
    3. Redirect to a new page - you can redirect the client to a new page, for example, to a site. It is also possible to specify a dynamic parameter - for example, we can specify a specific client (group of clients), which after sending the questionnaire will be redirected to the page of your site, which will contain a nominal special offer for this client (group of clients).
    4. Redirect to report - in this case, the client goes to his report, which he filled out.
    5. Respondent's response - in this situation, the participant can see the answers of all other participants in the survey.

    Profile Topics


    To fill out the questionnaire, you can use Themes - choose the style of your questionnaire from the proposed options - various color, textured, illustrated and photo templates for the background of the questionnaire - or upload your own version.



    Integration


    Zoho Survey provides the ability to integrate with other products. We can integrate Zoho Survey with Zoho CRM, Google Docs and Zoho SalesIQ.

    As for Google Docs, all data from the completed questionnaires is not uploaded to forms, but to Spreadsheet tables. I will not dwell on the issue of integrating Zoho Survey with the special platform Zoho Sales IQ, but I will dwell on the exchange with Zoho CRM in more detail.

    Integration with Zoho CRM

    How is the integration of Zoho Survey and Zoho CRM? Information about the people who filled out the questionnaire can fall into various modules of the CRM system. It is necessary to choose which CRM module the information will be entered into: leads, contacts, etc.

    After the module is defined, it is necessary to register the correspondence of the fields in the questionnaire and in the lead / client card (of another selected module). For example, the Your last name field in Zoho Survey will go to the Last Name field in Zoho CRM, etc.



    It is also necessary to determine the type of action that will occur during integration:
    1. Add record - in this option, a new record is created in CRM (a new lead or contact card). That is, when transferring from Zoho Survey to the CRM system, a new record will always be created, even if the client is already in your CRM.
    2. Update record - in this case, the data from the questionnaire supplement the existing record in CRM. The definition of an existing record is based on the ID of previously downloaded records. That is, a new record is not created, only the fields of an existing record are updated.
    3. Add / Update record - in this situation, a check is made for duplicate records in CRM. If an entry in CRM already exists - it is updated, if there is no entry - it is created.


    Additional features of the Zoho Survey profile


    On the Deploy tab in Zoho Survey, we can configure additional functions for the created questionnaire.

    1. We can get a link to the questionnaire and send it to the survey participants.
    2. It is possible to customize the visibility of the questionnaire - to make it public or available only to a specific group of users.
    3. Enabling the Embed function will allow you to get the code (HTML, Iframe, JavaScript, Pop Up) and publish a profile on the site with its help.
    4. Offline Survey - this feature allows you to save the form in your browser bookmarks and fill out the form without access to the Internet. This is very convenient, for example, when working at exhibitions where you need to collect customer data. In this case, the data is filled in offline, and when the Internet appears, they can be downloaded.
    5. Campagnes - This feature integrates your Zoho Survey profiles with email services such as Zoho Campagnes and MailChimp. Thus, you can send out your questionnaires or surveys automatically and in bulk.
    6. Social Media - this feature is responsible for enabling integration with Facebook.
    7. Restrictions is a function that allows you to specify: the


      end date of the survey. When this date is reached, the questionnaire will become inaccessible to the
      maximum number of answers that you want to receive. Upon reaching this amount, the questionnaire will become inaccessible
      to limit the number of fillings to one user (only once from one computer, or from one URL)
    8. Password protection - here you can set a password for your Zoho Survey account, verification questions in case you forgot your password, and a message when you enter an incorrect password.
    9. The Close survey function allows you to close the survey at any time and stop receiving answers from it.

    Reporting


    We talked directly about setting up the questionnaire. If we want to see reporting on completed surveys, then this feature is also provided in Zoho Survey. We can see all the statistics on the profiles - a summary report, as well as individual reports of participants.

    In the Manage report, you can change existing reports and create new ones - such a minimal constructor is provided here.

    The report on the profiles, as well as the profile itself, can be placed on any web page. You can also send scheduled reports to specific users.

    Conclusion


    So, in conclusion, I want to say that questionnaires are a useful thing for any business and an integral part of working with clients. It increases customer loyalty and allows you to better serve them. Using the example of Zoho Survey, I tried to show that the questionnaire automation process is not as complicated as it might initially seem.

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