Online Surveys

Listen and react to your customers online experience
via Web and Email surveys.

Features

  • Full featured surveys - everything you’d expect including customisable design, range of question types, intuitive editing and mobile-optimised.
  • Enterprise-class ServiceTick reporting console – easy to use reports that highlight score profiles, trend data and summarise KPIs.
  • Website Springboard – surveys can be launched on your website by mouse-click, screen tap on specific site features, web page loads, clicks into a feedback button.
  • Email distribution - branded Emails sent to your customers inviting them to provide feedback.
  • Range of configuration options - delayed Launch; IP address restrictions; repeat launching restrictions; random selection - only a sample of users are surveyed.
  • Alerting - low numeric responses or keywords (disappointed, complaint, Ombudsman) will trigger an email alert that will be sent to designated individuals
  • Survey logic - allows multiple routes through a survey based on the answers provided by the customer
  • Drop-out support - ServiceTick captures and stores every piece of information – even if the survey is part-completed
  • Instant access - Results are immediately available in our online console.
  • Safe & secure - All data captured under SSL encryption and stored in our secure hosting environment.
  • Integration with session replay - data from User Feedback surveys can be passed into SessionCam, the leading session replay solution. This allows SessionCam clients who use ServiceTick as their VoC solution to segment their data by VoC metrics and investigate the links between customer feedback (what the customer feels about the online journey) and correlate this to the amount of struggle evident within a customer's online journey.

Use cases

  • Mapping feedback at different points on the online customer journey.
  • Monitoring performance of agents delivering support via webchat.
  • Proposition development (surfacing unmet needs).
  • Optimising websites and conversion activity.
  • Business to business audiences.
  • Employee feedback programmes.
  • Transactional and relationship surveys.
  • High volume customer bases.
  • Part 1
  • Free
  • forever
  • Part 3
  • Our Free plan includes...
  • KPI reporting
  • Configurable Website launching via ServiceTick tag
  • Question logic / survey routing.