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Voice Survey Benchmarking

  • 1.  Voice Survey Benchmarking

    Posted 30 days ago

    My company is going to be implementing post call voice surveys. One of our clients (that we provide contact center service for) is inquiring what kind of benchmarking we will be doing against the net promoter score that the survey will generate.

    Just looking to see if anyone out there uses a benchmarking service (such as Medallia) and if so, whom?


    #ConnectwithaCustomer(NEW)
    #Unsure/Other

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    Rob Eckert
    AVP
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  • 2.  RE: Voice Survey Benchmarking

    GENESYS
    Posted 29 days ago

    Hello Rob,

    While I don't know any, this is a great question! I cant wait to see what the community says!

    Cheers, 



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    Cam
    Online Community Manager/Moderator
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  • 3.  RE: Voice Survey Benchmarking

    Posted 28 days ago

    Its a great question and looking forward what other community members suggest

    Thanks,

    Gupta Kg



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    Gupta Kg
    IT Cloud Integrator (Senior Consultant)
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  • 4.  RE: Voice Survey Benchmarking

    Posted 27 days ago

    We too have used post call surveys and came across a similar issue.  It is a good question and I am interested to see the responses here so we too can review for our own use.

    Thanks



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    Adrian Bradshaw
    Enterprise IT Engineer
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  • 5.  RE: Voice Survey Benchmarking

    Posted 27 days ago

    I have used the survey integration in the platform but not any other companion integrations as other priorities and Genesys features have been more beneficial and have taken precedence. However, my initial research blew my mind in terms of cost. These were the main competitors at the top end but would probably start off small Spidergap or WP forms which probably is indicative of my budget constraints imposed until justifying ROI model - Range of prices is Spidergap - ÂŁ900 up to ÂŁ130k per annum for Qualtrics:

    This was part of my league table based on starting prices, which would need to be confirmed these were based on a specific rounding up to 100 seats, also this end of the league table is probably more relevant to you as considering Medallia but I am right at the other end of the table depending on what happens in this post
    .

    1. Qualtrics – Feature-rich and highly customisable, although it can be on the pricier side.

    2. Medallia – Comprehensive for customer experience management, but with a flexible pricing model that depends on specific needs.

    3. SurveySparrow – A more cost-effective option that still offers strong feedback capabilities and an intuitive interface.

    4. QuestionPro – Offers versatility with different plan levels, making it adaptable for a variety of survey needs.

    5. Typeform – Great for engaging, simple surveys, with more budget-friendly pricing.

    I hope this helps but would be very interested to hear from others who have experience with any of these platforms or other survey tools. Looking forward to the insights shared here and will chip in if I have any other insights as the discussion progresses :-)



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    Matt Calton
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  • 6.  RE: Voice Survey Benchmarking

    Posted 27 days ago

    It's really insightful information sharing to all.



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    GANDHI SHANMUGAM
    ISM
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  • 7.  RE: Voice Survey Benchmarking

    Posted 27 days ago

    In my opinion, it potentially refers to the process of measuring and comparing the effectiveness of voice-based surveys against certain industry standards or best practices. It often involves evaluating the key performance indicators (KPIs) of voice surveys, such as completion rates, response accuracy, participant engagement, and overall satisfaction. By benchmarking, organizations can understand how their voice survey systems perform relative to others in the market, identify areas for improvement, and enhance the quality of data collection.
     
    Here are some common aspects of voice survey benchmarking:
     
    1. Response Time: Evaluating how long it takes for participants to complete a voice survey, and how this compares to typical industry norms.
     
    2. Completion Rates: The percentage of respondents who finish the entire survey. This can help gauge whether the survey is too long or whether the voice interaction is engaging enough.
     
    3. Data Quality: Assessing how accurate and useful the collected data is, and comparing this to industry standards or benchmarks for data integrity.
     
    4. User Experience: Collecting feedback on how participants felt about the ease of use, clarity of the voice prompts, and overall satisfaction.
     
    5. Drop-off Rates: Identifying where participants tend to abandon the survey, which can provide insights into any problematic stages in the survey flow.
     
    6. Voice Recognition Accuracy: Benchmarking how well the system can accurately interpret responses, especially when dealing with various accents, speech patterns, or noisy environments.
     
    7. Engagement Metrics: Measuring how participants interact with the system, such as repeat participation or engagement across different segments.
     
    To benchmark voice surveys, organizations might use data from their own surveys over time and compare it with public benchmarks or data from industry leaders in voice technology, ensuring they are staying competitive and improving user experience.



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    Suryavesh Sahani
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  • 8.  RE: Voice Survey Benchmarking

    Posted 27 days ago

    Hi Rob,

    Sorry don't know any.

    Best Regards,

    Setu Shah



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    Setu Shah
    Market Maker
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  • 9.  RE: Voice Survey Benchmarking

    Posted 27 days ago

    Hi Rob.

    We used post call surveys for a short while but CX improvement team didn't really know what to do with them - too much info, no context.

    I'd be interested to see what answers you get.



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    Tim Speakman
    Tech Support Engineer
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  • 10.  RE: Voice Survey Benchmarking

    Posted 27 days ago

    Customers usually give a rating between 0 (not at all likely) and 10 (extremely likely) and, depending on their response, customers fall into one of 3 categories to establish an NPS score:

    • Customers respond with a score of 9 or 10 and are typically loyal and enthusiastic customers.
    • Customers that are Passives respond with a score of 7 or 8. They are satisfied with your service but not happy enough to be considered promoters.
    • Customers that are not Satisfied respond with a score of 0 to 6. These are unhappy customers who are unlikely to buy from you again and may even discourage others from buying from you.


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    Robert Gacula
    unknown
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  • 11.  RE: Voice Survey Benchmarking

    Posted 27 days ago
    Edited by James Rowberry 27 days ago

    We use Mindful (who are owned by Medallia) for our Gensys integrated survey and they've been very good with this. 



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    James Rowberry
    Manager
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  • 12.  RE: Voice Survey Benchmarking
    Best Answer

    Posted 27 days ago

    Thank you everyone for your info and feedback. One more thing to add to the useful responses:

    We did come across this report as well in the mean time, which provides all sorts of data and most notably some NPS benchmarks in different industries.



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    Rob Eckert
    AVP
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  • 13.  RE: Voice Survey Benchmarking

    Posted 26 days ago

    We have not implemented voice surveys but it is on our road map so I look forward to seeing what the other comments are.



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    Laura Callaway
    Application Analyst
    St. Luke's Health System
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  • 14.  RE: Voice Survey Benchmarking

    Posted 26 days ago

    Nope. None of our customers are using this service yet.



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    Ashiesh Sharma
    BT plc
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  • 15.  RE: Voice Survey Benchmarking

    NEW MEMBER
    Posted 24 days ago

    no, por el momento no tengo respuesta a tu pregunta



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    Mauricio Garcia Lopez
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  • 16.  RE: Voice Survey Benchmarking

    Posted 24 days ago

    Hello Rob,

    We are looing into solutions for voice surveys but have not decided on a solution yet

    Thanks,

    Heena



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    Heena Patel
    Project Manager
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  • 17.  RE: Voice Survey Benchmarking

    Posted 24 days ago

    To benchmark the Net Promoter Score (NPS), you can compare your client's score to industry averages, past scores, or competitors' scores. You can also use third-party services for industry benchmarks. This helps put the score in context and shows how your client is performing.



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    Eajay Mogol
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  • 18.  RE: Voice Survey Benchmarking

    Posted 23 days ago

    Hi, I dont have anything to add to this topic, We don't use surveys or benchmarking at this time. I am curious to seeing the answers though. We are going to the cloud and i'd like to learn more about surveys. 



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    Stacey Sanchez
    PACU- Workforce Operations MGR
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  • 19.  RE: Voice Survey Benchmarking

    Posted 23 days ago

    We just implemented voice survey a couple of weeks ago and it's working well.



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    Karthik Jagadeesh
    Senior Voip Engineer
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  • 20.  RE: Voice Survey Benchmarking

    Posted 15 days ago

    We have got lot to tools deployed internally for Voice Survey and feedback.. Would be great to see benchmarking if available to see industry best practices. Thx 

    ___________

    Anil Handa

    Concentrix 

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    ANIL HANDA
    SENIOR DIRECTOR IT
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