HireRoad uses SurveyVista’s NPS capabilities to get important customer insight data
Uses SurveyVista’s feedback loop management
Automatically creates action items for CSM on low scores from customers
HireRoad is managing responses and closing the feedback loop in near real-time, with relative ease, thanks to the automation made possible with SurveyVista.
SAM QUIRKE
Customer Success Manager
HireRoad, a next-generation talent acquisition platform, believes in the transformative power of talent management technology, bolstered by people analytics. Their mission is to redefine “hiring” to include the complete journey from job posting to onboarding to thriving in a new role.
HireRoad partnered with SurveyVista to gain insights into their customer satisfaction through Net Promoter Score (NPS) surveys. NPS is a widely-recognized survey metric across all major industries, which enables companies to evaluate the degree of customer loyalty in quantitative terms. By proactively calculating their NPS while also collecting qualitative feedback, HireRoad aimed to establish benchmarks and get important customer insight data, all of which would feed directly into Salesforce for shared visibility.
The Challenges: Meeting Cross-Functional Requirements
HireRoad faced five distinct challenges, from the perspective of different team personas within the organization.
The Platform Owner wanted to integrate the workflow with Salesforce so feedback would be accessible across all customer-facing teams. They wanted to ensure analytics were integrated with CRM data for a holistic view of their customers.
The Customer Success Manager (CSM) wanted comprehensive survey management at various stages of the customer journey. This included simplified scheduling, feedback analysis, timely follow-up notifications for account holders, and survey completion reminders for customers. Most importantly, they needed access to dashboards for deep-dive analysis and reporting.
The Team Manager wanted to monitor NPS trends in order to evaluate team performance over specific time periods.
The Support Consultant required access to NPS data segmented by client, in order to guide client interactions.
The Sales Team requested real-time access to NPS data to strategize against potential churn and highlight upsell opportunities.
The SurveyVista Solution
With their Salesforce-native application, SurveyVista helped the HireRoad Customer Success Team build the foundation of the NPS survey so the company could meet its initiatives through the Voice of the Customer program. Specifically, this entailed:
Designing a dynamic NPS survey: Customizable surveys with Question Dependency, so follow-up questions can be altered based on previous responses, and Response Data Mapping to automatically create/update Salesforce Contact records
Building branded email notifications: Company-branded templates with embedded NPS questions to facilitate a quick response from within an email
Automating survey flows: Timely, automated survey notifications and reminders for customers and account owners
Implementing a closed-loop feedback analysis: Enable a closed feedback loop with task tracking and custom fields for each response. Take action on customer insights and feedback, demonstrating their input is valued and addressed
Creating Salesforce reports and dashboards: Detailed insights into customer feedback, response analysis, and NPS calculations
Why SurveyVista
HireRoad chose SurveyVista as their platform of choice for customer feedback collection and analysis for three key reasons.
Native Salesforce integration: Because SurveyVista is 100% native to Salesforce, it ensured data security and seamless integration.
Comprehensive data analysis: The integration of survey data with CRM data gave HireRoad easier dashboard reporting with enhanced insights.
User-friendly design: Built-in NPS question and design options enabled HireRoad to create branded and visually captivating surveys and share insights in real-time.
HireRoad’s NPS survey now consists of a recommendation question and an open-ended feedback query. Its concise nature ensures high completion rates and often leads to remarkably detailed customer feedback.
NPS question: How likely is it that you would recommend HireRoad to a friend or colleague?
Open-ended feedback question: Is there any other feedback on your experience that you would like to provide?
The Results : NPS on Autopilot
Today, the NPS survey is the ever-running engine of HireRoad’s Voice of the Customer program.
HireRoad is managing responses and closing the feedback loop in near real-time, with relative ease, thanks to the automation made possible with SurveyVista. Each day, they spend just 10 to 15 minutes reviewing the feedback that has come in overnight and replying to Detractors or any customers that could benefit from a personal touch. And sometimes, the feedback is truly gratifying.
“I’m extremely impressed with SurveyVista,” says Sam Quirke, Customer Success Manager at HireRoad. “It’s a highly functional product that has been configured to very specific requirements to support my design of Net Promoter Score. There are so many use cases for it. Coupled with the functionality and Salesforce integration, it’s a no brainer to choose SurveyVista over options that are more expensive and less flexible.”
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