June 10, 2009|Checkbox Blog, Checkbox Tips & How-To's, News|

Here at checkbox, we practice what we preach.  We don’t just talk about the importance of customer feedback or the ways that Checkbox can help you streamline your business processes; we work by those principles every day.  Below are some of the ways Checkbox has helped us run and improve our own business processes – we hope these real-life examples can be a springboard for finding hidden efficiencies in your own business or organization.

Email Alerts/Conditions – Our customers receive customer satisfaction surveys at regular intervals following their purchases so we can track their levels of satisfaction during their first year as a customer.  If, during the survey, a customer indicates dissatisfaction with an aspect of our product or service, an email is automatically triggered to the appropriate department manager so that the situation can be addressed and resolved.  Conditional email alerts have many uses in addition to triggers for negative feedback.  For example, one of our survey questions asks the respondent if their organization has enough licenses for creating surveys in Checkbox.  If the respondent indicates they do not have enough licenses, an email is automatically sent to our sales team so that a sales representative can contact the respondent about purchasing additional licenses.

Hidden Items – We conduct live webinars on various topics several times a week here at Checkbox.  Following each webinar, the attendee receives an email invitation to take a survey about the webinar – how useful was it, was the length appropriate, etc.  The survey is the same for all webinars, but we need to be able to analyze the results based on each individual webinar.  To solve this dilemma, we use Checkbox’s Hidden Items feature to capture the date of the webinar.  Specifically, we use the “QueryString” option to pull the date of the webinar from the URL.  Then when using Checkbox’s invitation system to invite people to respond, we simply add the date of the webinar to the end of the URL.  When analyzing the results, we can filter by date using Checkbox’s reporting interface, as well as see the results across all webinars.

Messages upon Survey Completion – Checkbox Survey is offered as Checkbox Online, a solution fully hosted by us, and Checkbox Survey Server, which is installed on a client’s server.  Both product options offer 3 different versions, depending on the features and number of survey administrators needed.  With so many options, customers sometimes need guidance to determine which option is best for them.  So, we have created a survey on our website that asks the customer various questions about their needs, including “Does your organization have the IT resources and infrastructure necessary to install and maintain software on your own servers?” and “Are you considering a long-term or short-term survey solution?”  Conditional logic and branching are used to determine which subsequent questions are shown.  Logic and branching also determine the ‘Message’ that is shown to the respondent at the end of the survey.  Depending on their answers, the end message displays a suggestion for the product that best suits their needs, as well as links to contact a product expert, sign up for a free trial, or learn more about the product option that has been chose for them.

These are just a few examples of the Checkbox features that we use in our daily business activities, and we hope it’s helpful for our readers to learn about some real-life applications.  If you have any real world examples of how you have used Checkbox’s features, please post a comment and we would be happy to discuss!