Conversational Surveys allow organizations to gather feedback through chat-like interfaces, creating a more interactive and user-friendly experience for respondents. Using conversational design simplifies the survey process, boosts response rates and leads to higher engagement, better data quality and a more enjoyable experience overall.

Business Use Cases

• High Survey Response Rate: Conversational surveys help to provide a more interactive, chat-like experience that feels approachable and less formal. Feedback forms designed with a conversational format can lead to higher completion rates and improved data quality, making it easier to analyze trends and enhance overall experiences.

  Example: A customer experience program manager at a telecommunications firm regularly develops surveys to assess customer satisfaction following service interactions. By utilizing Conversational Surveys, they can create an interactive, chat-style feedback form that poses a few specific questions regarding the service experience. Customers are more likely to complete the survey due to the conversational format, which feels less formal and more inviting, allowing Alex to obtain higher-quality data for analyzing trends and enhancing service delivery.

• Enhanced Data Quality: Conversational surveys enhance data quality by breaking questions into smaller, more natural prompts that are easier to complete. Embedding a conversational survey into a process allows you to ask brief, context-specific questions that boost response rates and deliver valuable feedback, helping you identify key issues and guide improvements.

  Example: A digital experience leader for an e-commerce site aims to comprehend the reasons behind cart abandonment by customers. They can utilize a Conversational Survey integrated into the checkout process to pose brief, context-relevant questions when customers leave the page. This conversational approach increases the likelihood of customers giving candid feedback, enabling the identification of issues such as excessive shipping costs or ambiguous return policies, and facilitating necessary enhancements.

Professionals are increasingly turning to Customer Feedback Management’s Conversational Surveys to boost feedback effectiveness through a more engaging approach. By leveraging the chat-like interface, they benefit from an experience that feels more interactive and intuitive, leading to higher completion rates and improved engagement. The conversational design also contributes to an enhanced user experience, as respondents find it less tedious and more approachable, which helps reduce survey fatigue and ultimately improves data quality.

Prerequisites

Access to this module requires the below Program Level permissions, which are available under the CFM App under roles.

• ​​​View: Helps to view the given feature.

• ​​​Edit: Helps to edit components of the feature.

• ​Delete: Helps to delete the components of the feature.

FAQs