In this video I'm going to walk you
through a customer feedback management
solution for banks.
This solution is based on a real-life
implementation of a bank customer
using Customer Voice.
To start with Customer Voice,
you can go to customervoice.microsoft.com and
click on get
started on the home page.
Select from one of the available
solution templates or create a new blank
project.
Customer Voice includes built-in
integration with Dynamics 365
to connect your customers to your survey
as you send it, as well as, to store the
survey results
as they arrive. Start by creating your
survey using question types such as the
net promoter score or a Likert matrix
to ask a group of questions with a
common rating scale.
Then customize the questions based on
your specific needs.
You can also personalize your survey by
adding survey variables.
For example, you can create a branch name
as a variable
and then insert that variable into the
questions. I'll show you shortly how the
survey variable will be replaced with
the actual branch name
where the customer opens the account.
Customer Voice projects can include
multiple surveys. For this bank, they
would like to send a survey when a
customer opens an account,
as well as, after a home loan application.
All the surveys in a project can share
settings and metrics.
Within a project, you can define
satisfaction metrics to consistently
measure your customer
satisfaction across different customer
interaction points.
In this example, the bank would like to
measure the overall
NPS satisfaction, satisfaction for the
service of the specific branch,
and satisfaction over the home loan
process.
As you define the metrics, map the
metrics to the relevant questions across
any of the surveys in your project.
Customer Voice will automatically
calculate the score
and report them in a built-in dashboard,
where you will receive the customer feedback.
You can customize the look and feel of
your surveys according to your branding
requirements.
Create a new email template that will be
used to send a survey invitation to your
customer.
Customer Voice supports html-based email
templates,
as well as embedding your first survey
question in the email invitation
and personalize the email based on your
customer information.
Customer Voice includes built-in
integration with Power Automate
so you can send the survey right after a
specified customer activity
in your business application.
In this case, the bank would like to send
a survey when a customer opens a new
account created in Dynamics 365.
You can also use Power Automate to look
up customer information to personalize
your survey,
such as, the branch name and then use the
information for sending the survey.
Let's test the solution by creating a
new contact in Dynamics 365.
A new Customer Voice is automatically
sent with the survey activity is added
to the contact activity timeline
so that anyone in your company who needs
to engage with this customer can get the
latest survey results.
Customer Voice includes a report that
shows you the survey invites including
how many invites are sent, responses
received, and the status of the customers
who have not responded
including who has read the email and
started the survey.
The survey results for each survey can
be found under the report section
that also includes the satisfaction
metrics dashboard.
The dashboard shows the latest score and
trends for each satisfaction metric you
defined for this project.
Use the date filter to get the results
for a specific time period,
such as, the results of the customer
feedback from January.
Customers feedback is also directly
saved in your organization's Common Data
Service,
CDS location that you specify when you
create your project,
which means that you can create custom
dashboards using Power BI
by connecting directly to the CDS
location without having to first export
and then import the data to the
organization's data store.
For this bank, they create a custom
report to show the results of the
company level but allow
users to filter the result for a
specific area or a branch location.
This report is possible because the
survey response from customer voice is
automatically linked
to the contact record in Dynamics that
include customer information,
such as, a branch where the customer
opens the account.
You can then get the customer
satisfaction for a branch location
and get key driver insights based on how
customers answer the questions in the
survey,
as well as, the raw results for
additional analysis.
In this video, you have seen how a
real-life bank uses Customer Voice
to implement end-to-end customer
feedback solutions that's integrated
with Dynamics 365 applications.
Customer Voice makes it easy for you to
create surveys and customize the
workflow
and report based on your specific
business requirements using the tools
you're already using such as Power
Automate and Power BI.
For more information about Customer
Voice, please visit;
aka.ms/customervoice.
