Sprinklr Surveys simplifies the process of gathering direct feedback from customers and stakeholders. Powered by Sprinklr AI+, it automatically analyzes responses to uncover actionable insights, cutting down the time needed to detect key trends and correlations. This enables CX and brand teams to boost customer satisfaction, support business growth, and strengthen brand perception.

Business Problems Solved

1. Gain Insights into Customer Preferences: Sprinklr Surveys enables teams to collect and analyze direct feedback on a variety of topics, helping them understand customer preferences and make informed decisions to better meet audience needs.

   Example: A product team can gain a clear understanding of what matters most to their customers. By using Sprinklr Surveys, they can gather feedback on key areas like features, design, and pricing. These insights can empower them to make data-driven decisions that better meet customer needs and improve their products.

2. Measuring Customer Satisfaction: Sprinklr Surveys enable teams to collect valuable customer feedback on key aspects such as features, design, and pricing. This insight supports informed decision-making to better address customer needs and enhance offerings.

   Example: Support team can use Sprinklr Surveys to measure customer satisfaction after service interactions. By identifying issues and acting on feedback, they can improve the customer experience and increase satisfaction.

3. Conducting Competitive Analysis: Surveys provide valuable insights into how customers view their brand relative to its competitors. The information obtained aids in recognizing opportunities to distinguish and enhance the brand’s standing.

   Example: A brand manager can employ surveys to collect customer opinions regarding their brand’s perception in relation to competitors. The findings can assist in pinpointing opportunities to improve brand differentiation and positioning.

4. Shaping Brand Perception: Assists in comprehending customer views regarding their brand. By examining this feedback, they modify marketing strategies to emphasize important brand values, which aids in fostering greater customer loyalty and trust.

   Example: A marketing team committed to genuinely understanding their customers’ views can use surveys to capture direct feedback. These insights can enable them to create impactful messaging and campaigns that connect, foster trust, and strengthen customer loyalty.

5. Enabling Closed-Loop Feedback: Surveys are conducted to collect feedback, develop cases for unfavorable responses, and promptly update customers on the measures implemented. This closed-loop feedback mechanism enhances customer trust and loyalty.

   Example: A Customer Success Manager focused on enhancing the customer experience can use surveys to gather feedback, address concerns from negative responses, and communicate the actions taken. This closed-loop feedback process can strengthen trust and improve customer retention.

Some key points to note in order to understand some additional benefits:

• AI-Powered Insights Feed: A research analyst can quickly surface actionable insights without spending hours analyzing raw data. By summarizing trends, correlations, and anomalies, the feed highlights key patterns to accelerate decision-making.

• AI-Powered Sentiment Analysis: A product manager can automatically gauge customer sentiment from open-ended responses, eliminating the need for manual review. This enables faster prioritization of areas needing improvement.

• Generative AI in Survey Builder: A survey manager can streamline survey creation by generating questions and response options in seconds. Built-in styling themes ensure that every survey aligns with the brand’s identity.

• Survey Template Library: A project lead can reduce deployment time by choosing from pre-built survey templates tailored to various use cases. This allows teams to focus more on analyzing feedback and driving action.

Prerequisites

To utilize the Survey feature, the following permissions are necessary within the Customer Feedback Management Persona App:

• Survey Level

  

  • View Translation: You will be able to view the Translation.

  • Edit Translation: You will be able to edit the Translation.

  • View Distribution: You will be able to view the Distribution.

  • Edit Distribution: You will be able to edit the Distribution.

  • View Response and Analytics: You will be able to view the Response and Analytics.

  • Edit Response and Analytics: You will be able to edit the Response and Analytics.

  • View Automation: You will be able to access Automation.

  • Edit Automation: You will be able to edit Automation.

  • Delete Automation: You will be able to delete Automation.

  • Edit Settings: You will be able to edit Settings.

  • Publish: You will be able to publish surveys.

• Program Level

  You will be able to create surveys at program level.

  ​

  • View: You will be able to view Programs.

  • Edit: You will be able to edit Programs.

  • Delete: You will be able to delete Programs.

Setting Up Surveys

1. Navigate to Sprinklr Insights and open Customer Feedback Management Persona App.

   

   Note: Make sure that Customer Feedback Management is activated for your account and that the required permissions have been granted.

2. Navigate to Programs where Programs and Surveys are hosted.

   

   

3. Click Create Survey.

   

Unlocking the Power of Sprinklr Surveys

Let us explore how to utilize Sprinklr Surveys. Sprinklr CFM is made up of various elements that collaborate to ensure a smooth and effective feedback gathering process. Every element is essential in the creation, distribution, analysis, and response management of surveys. Here is a summary of these important components and their importance in improving customer experience.

Sprinklr's new product is designed to address the challenges faced by CX and brand teams in survey management with following key capabilities:

1. Survey Template Library: ​Discover a vast collection of survey templates designed for different purposes. Create surveys effortlessly in just a few clicks.

   ​

2. Survey Builder: Easily create your surveys with a wide range of questions, design themes, and skip/display logic options.

   

   1. AI Builder: Utilize generative AI to effortlessly create and customize surveys using user-friendly prompts.

   2. Question Library: Explore a wide variety of question formats.

   3. Pages: Tailor the introductory, content, and concluding pages to direct users and leave a memorable impact. Incorporate special pages for scenarios such as Expired, Paused, or Submitted, and add Social Channel Pages to enhance engagement.

   4. Styling and Themes: Customize the look of your survey using unique styling options and save them as themes for future use. Alternatively, choose from our ready-made templates for a fast and polished appearance.

   5. Logics: Establish the sequence of questions using an intuitive flowchart layout to guarantee a seamless experience for respondents.

   6. Survey Preview: Examine the design and usability of the survey prior to launching it, ensuring it is automatically optimized for mobile devices.

   7. Activity: Obtain an understanding of the survey's activity log.​​​​​​​

3. Translations: Translate surveys automatically into more than 150 languages to engage a worldwide audience.

   

4. Distribution: ​Keep track of live survey data and share surveys through multiple platforms, including WhatsApp, Email, SMS, Website, Anonymous Links, QR Code, etc.​

   ​

5. Responses: Utilize the integrated text analytics tools to access and evaluate survey responses.

   

6. Analytics:

   1. Survey Report: Make use of widgets for every survey question represented on appropriate plot types, enabling straightforward and rapid analysis.​​

   2. Text Analytics: Easily obtain insights from text replies, visualize important phrases, related attributes, and sentiments without any setup needed.​

      ​​

7. Workflows: Workflows in CFM streamline tasks like profile enhancement and survey distribution, initiated by external systems such as Salesforce or updates to profiles. They also facilitate case generation based on specific response criteria. Every workflow begins with a single event trigger, like receiving an outbound message from Salesforce when certain conditions are satisfied or updating/creating profiles through the Sprinklr CFM Workflow. Furthermore, upon receiving a response, workflows can automatically assess the data against established conditions and generate a case in Sprinklr.​

   ​

Extra settings enable you to adjust advanced features to tailor the CFM Persona App to suit your particular requirements.

Best Practices

• Permission: Make sure you have the necessary permissions according to your position within the organization, allowing you to access the appropriate features and effectively reach your business goals.

• Keep it Brief: Brief surveys lead to lower drop-off rates. Concentrate on collecting key insights and evaluate the time needed to finish the survey.

• Use Clear Language: Make sure your questions are clear and easy to comprehend. Steer clear of technical language and biased questions, and have an impartial individual assess your survey for clarity.

• Choose the Right Channel: Send out surveys through the channels that your audience favors, including email, in-app notifications, or social media. This enhances engagement and increases response rates.

• Personalize the Message: Customize your survey invitation to enhance its appeal. Incorporate the recipient's name and clarify the importance of their feedback to motivate them to take part.

• Ensure Mobile-Friendliness: A significant number of users will participate in surveys using mobile devices. Make sure your survey is tailored for mobile to deliver a smooth experience.