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Getting started with the Customer Satisfaction Solution

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Introduction to the Customer Satisfaction Solution

The Customer Satisfaction Solution allows you to build surveys that ask your customers how satisfied they are with aspects of your organisation. The surveys contain a number of questions to help you understand how your customers are feeling about the service they are receiving from your organisation. There is the opportunity to add questions that are specific to your business or organisation. These include a Net Promoter Score (NPS) measure, a selection of questions to choose from that will form a grid asking for satisfaction ratings and the opportunity to add your own statements. In addition, you can choose to ask for customers’ contact details and set up email alerts.

The responses to your survey will help you understand how your customers feel, assisting you in improving and prioritizing your business or organisation needs.

Step by step guide

This guide will take you through the steps for the Customer Satisfaction Solution:

Step 1: Register for a free Snap Online account

Step 2: Building the Customer Satisfaction Solution

Step 3: Share with your customers using the link or the QR code

Step 4: Ask your customers to complete the Customer Satisfaction Solution

Step 5: Use your data to improve customer satisfaction

Step 1: Register for a free Snap Online account

If you already have an account, log on using your account details. There is no need to create another account.

If you do not already have an account, register for your free account using the following instructions.

  1. To apply for your free account go to https://www.snapsurveys.com/marketplace/. If you have any problems, copy and paste or type the link into your web browser search bar.
  2. On the Customer Satisfaction Solution page click Get started for free. This opens the Create a new Snap Online account page.
  3. Enter your email address, organisation name, full name and phone number. Select the checkbox to confirm that you have read and accept the terms and conditions. The Terms and Conditions are available by clicking the terms and conditions link.
  4. Click Create account. An email will be sent to the email address confirming that the account has been created.
  5. When you receive the email, click the link to verify the email address.
  6. When the email address is verified this will import the Customer Satisfaction Solution.

Step 2: Building the Customer Satisfaction Solution

After logging in to Snap Online you are ready to use the Customer Satisfaction Solution.

  1. The first page in Snap Online shows a summary of Your Work. The Customer Satisfaction Solution template is available here. Templates are shown with the icon templateIcon.png . Click the icon or template name to show the template Summary.
Customer Satisfaction Solution template shown in Your work folder
  1. In the Summary, click New Survey. You can also access the survey help, and the terms and conditions here.
Summary tab for the Customer Satisfaction Solution template with the New Survey button highlighted
  1. Enter the survey name; select the checkbox to confirm that you have read and accept the terms and conditions then click Create survey.
New Survey dialog with the Create survey button highlighted
  1. This opens the Customer Satisfaction Solution which helps you to set up your survey. Follow the on screen instructions to build your survey. You have the opportunity to choose to use a Net Promoter Score measure and to add a range of satisfaction ratings questions. Click Next to progress through each step.
  2. On each page, select the options you require and click Next to go to the next page. When you have completed the questions you are shown a summary, click Next to proceed with your choices or click Back if you wish to change anything.
  3. Click Create Survey to build the Customer Satisfaction Solution.

Making changes to your Customer Satisfaction Solution

  1. Select the Customer Satisfaction Solution, if it is not already selected. In the Summary tab, click the Build link.
Summary tab for the Satisfaction Solution created with the Build link highlighted
  1. This displays the read-only view of your Customer Satisfaction Solution. There are three options available:
    • View shows the read-only version.
    • Edit lets you make basic changes to specified wording and the logo. You can edit the shaded areas shown between curly brackets { }. Click on the word or image to edit.
    • Rebuild runs the Customer Satisfaction Solution again. This allows you to change your initial choices by selecting or unselecting the options. This is not available if you have already started collecting responses.
Build tab for the customer satisfaction survey created
  1. Click Save to save any changes you have made. Click Cancel to cancel any changes and return to the original version. The read-only version is shown.

Step 3: Share with your customers using the link or QR code

The next step is to test the Customer Satisfaction Solution and share it with your customers.

Viewing the interview settings

  1. Select the Customer Satisfaction Solution, if it is not already selected.
  2. In the Summary tab, click the Collect link. The Interview URL link and the QR code are available here.
Summary tab for the customer satisfaction solution created with the Collect link highlighted

Testing the Customer Satisfaction Solution

  1. Click Launch Preview. This opens a test version of the Customer Satisfaction Solution.
Launch preview link
  1. Test the Customer Satisfaction Solution by completing it with different responses to check that it works the way you want. Your test responses are not saved and do not affect your data.
  2. If you need to make any changes, return to the Build tab where you can use Edit and Rebuild to make the changes then repeat the testing.
  3. When you are happy with the questionnaire, you can start collecting your customers’ responses.

Start Interviewing

  1. Click Start Interviewing then click Start when you are asked to confirm.
Collect tab for the customer satisfaction survey created with the Start interviewing button highlighted
  1. Now you can send the Interview URL link and/or QR code to your customers.

Making the Interview URL available

  1. In Web Interviews, click Copy URL to clipboard to copy the Interview URL link.
Interview URL with the Copy to clipboard icon highlighted
  1. Open your web browser, paste the link into the search bar at the top of your browser and press Enter. This loads the start page of the Customer Satisfaction Solution.
  2. Alternatively, open your email application and paste the link into an email to send to your customers.
  3. If you wish to include the Interview URL link in a printed sign for your customers, paste it into a document and print.

Making the QR code available

  1. In Web Interviews, click the QR code image to download the QR code to your device.
Download QR code
  1. The web browser shows a notification when the file has downloaded. Click on the notification to open and/or save the QR code.
  2. The QR code can be used in a printed sign for customers to use or attached to an email sent to your customers. The minimum size for a printed QR code is 2cm by 2cm.

Step 4: Ask your customers to complete the Customer Satisfaction Solution

When you have sent the Interview URL link or QR code to your customers, ask them to complete the questions.

Using the Interview URL link

  1. If your customer has an email with the Interview URL link, ask them to click this link to open the Customer Satisfaction Solution.
  2. Alternatively, open a web browser app and enter the Interview URL in the search bar of the browser. Press Enter to open the Customer Satisfaction Solution.

Using the QR code

  1. Using the QR code can quickly open the Customer Satisfaction Solution on your customers’ smartphones. Many smartphones, such as iPhones or Android devices, have an in-built QR code reader in the camera app.
  2. Open the camera app and point the camera at the QR code for a few seconds. When scanning is enabled a notification appears. Tap the notification to open the link.
  3. Alternatively, a QR code reader app can be installed on the phone. Follow the instructions for the app.

Completing the Customer Satisfaction Solution

  1. Ask your customers to answer the questions and click Submit.
  2. They will receive a notification to confirm that their response has been submitted.

Step 5: Use your data to improve customer satisfaction

Each Customer Satisfaction Solution has two reports. The reports depend on the options chosen when the survey is created.

If both the Net Promoter Score (NPS) and satisfaction question are used, the reports are:

  • NPS and Satisfaction Report shows a comprehensive analysis of your customer responses
  • NPS and Satisfaction Report with monthly context shows an NPS and satisfaction report with trend data that can be filtered for each month.

If only the Net Promoter Score (NPS) is used, the reports are:

  • NPS Report shows an analysis of the Net Promoter Score from your customer responses
  • NPS Report with monthly context shows an NPS report with trend data that can be filtered for each month

If only the satisfaction question is used, the reports are:

  • Satisfaction Report shows an analysis of the satisfaction question from your customer responses
  • Satisfaction Report with monthly context shows a satisfaction report with trend data that can be filtered for each month

If neither the Net Promoter Score (NPS) or satisfaction question is used then no reports are available.

Analyzing your response data

  1. Select the Customer Satisfaction Solution, if it is not already selected.
  2. In the Summary tab, click the Analyze link. The reports are available here.
Summary tab for the customer satisfaction solution created with the Analyze link highlighted
  1. Click on a report to view the analysis of your response data.
    • Click Update to get the latest data.
    • Click Download to create a PDF version of the report.
    • Click Print PrintInfoSheet.PNG to print the report.
Analyze tab for the customer satisfaction survey created showing the NPS and Satisfaction Report with the Update, Download and Print buttons highlighted

Applying a monthly context

The Customer Satisfaction Solution includes a report that has a monthly context . This can be used to view the analysis of your response data for a selected month. To apply a context to the report use the following instructions:

  1. Select Context in the side menu.
  2. Click Add variable to add a context rule.
  3. In the Select a variable list, select Period then click Next.
  4. In the Period list, select the month to use as the context and click OK.
  5. Click Apply changes to update the analysis of your response data for the selected month.
Context rule with the Apply changes button highlighted

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