The Customer Feedback Management App streamlines survey creation and distribution, delivering deeper, actionable insights that enhance decision-making and customer strategies. It helps organisations effectively collect feedback, gain valuable insights and take meaningful actions to boost customer satisfaction and loyalty.

Persona Relevance

Let’s explore who this structure is relevant for:

• Store Manager

  • Responsibility: Manages day-to-day store operations.

  • Survey Benefit: Gathers localized customer feedback to improve service quality and product offerings at specific store locations.

• Regional Manager

  • Responsibility: Oversees multiple stores or locations within a region.

  • Survey Benefit: Provides a broader view of customer sentiment across regions, helping identify trends and best practices.

• Product Manager

  • Responsibility: Focuses on product development and lifecycle management.

  • Survey Benefit: Collects customer insights to prioritize features and improvements based on real-world feedback.

• CX Manager

  • Responsibility: Dedicated to enhancing the overall customer experience.

  • Survey Benefit: Offers actionable insights to align internal processes with customer needs and expectations.

• Head of Digital Customer Experience

  • Responsibility: Leads digital transformation initiatives to improve customer interactions across digital touchpoints.

  • Survey Benefit: Gathers insights to optimize digital engagement strategies, ensuring a seamless and effective online experience.

• CEO | Head of CX | CIO

  • Responsibility: Drives customer-centric strategies and aligns business goals.

  • Survey Benefit: Provides organization-wide insights that help improve decision-making and operational effectiveness.

• CMO

  • Responsibility: Focused on measuring campaign ROI and protecting the brand.

  • Survey Benefit: Delivers real-time feedback to assess the effectiveness of marketing initiatives and refine strategies to strengthen the brand.

• Customer Support Leader

  • Responsibility: Ensures the support team delivers high-quality service.

  • Survey Benefit: Collects insights into customer satisfaction, identifying areas for support team improvement and enhancing service quality.

Business Use Cases

Let's understand the business problems that Customer Feedback Management solves for customers:

• Enhancing Product Development Decisions: Leverage detailed feedback to prioritize impactful features and ensure product updates align with user needs.

• Improving Marketing Effectiveness: Collect real-time customer preferences to craft campaigns that resonate and boost conversion rates.

• Streamlining Service Operations: Use customer feedback to pinpoint inefficiencies in service workflows, driving faster resolution times and lowering operational costs.

• Boosting Team Performance: Equip agents and managers with actionable insights to improve customer interactions and service quality.

• Building Stronger Customer Relationships: Strengthen trust and loyalty by regularly engaging customers through personalized surveys and acting on their feedback.

Refer to the article on detailed scenarios.

Customer feedback drives smarter decisions across roles. Store Managers can streamline daily operations by addressing inefficiencies, such as adjusting staffing during peak hours, to improve the in-store experience. Regional Managers can spot trends and share best practices to ensure consistent service across locations. Product Managers can prioritize impactful features based on feedback, improving product quality and customer satisfaction. Meanwhile, CX Managers can reduce churn and build brand loyalty by acting on insights through regular feedback loops, ensuring customers feel heard and valued.​

Prerequisites

Persona App requires no additional permissions to access. Access to specific components within the Persona App is governed by the relevant permissions, which are detailed in their respective articles.

Seting Up Feature

1. Verify that Customer Feedback Management is enabled for your account and that the appropriate permissions are in place to access the required features.

2. Login to Sprinklr Platform using your credentials.

3. Navigate to Sprinklr Insights.

4. Go to Customer Feedback Management (CFM) persona application.

5. Go to Programs page where Programs and Surveys are created and managed​​​.

Key Features

Once you access the Customer Feedback Management Persona App, you will see 7 core options in the left navigation bar, which are available based on your assigned permissions:

• Programs ​: Create Programs and Surveys to design, distribute and analyze surveys and their responses effectively.

• Audience Management: Define your target audience using tools such as Audience Profiles, Profile Lists, Segment Manager, and Profile Sampling.

• Creative Library: Create brand-aligned creatives that resonate with your target audience, trigger surveys, and control survey behavior across different channels.

• Data Sets: Organize and integrate feedback data for deeper analysis and reporting.

• Custom Dashboard: Visualize survey results and insights in customizable formats to drive data-driven decision-making.

• ​Market Place: The Marketplace Library is designed to unify all existing CFM marketplace applications into one centralized, comprehensive hub. At present, it features a Salesforce application specifically tailored for CFM use cases, allowing users to seamlessly connect their Salesforce account with Customer Feedback M.

• ​Global Settings: Global settings comprise advanced functions to tailor to specific needs like program-level settings, case-level settings, custom fields, security, personalization, and alerts.

Additional settings enable you to configure advanced functions, allowing you to tailor the CFM Persona App to meet your specific needs and optimize its performance.

In order to test it, ensure you have the appropriate permissions to access all relevant areas within the CFM app and that you can successfully log in. Click through and verify access to each of the modules mentioned. Keep in mind that certain modules such as Audience Profiles, Profile Lists, and data pipelines, are platform-level capabilities and may require separate permissions to access.

Best Practices

• Permission: Ensure that you have permission as per your role in the organization so that you can access the relevant features and achieve your business objective efficiently.