Surveys that end in an action or a sale
We design scored surveys and assessments and connect them to your CRM. This assessment is an example: when you finish, your result reaches Diego as an opportunity.
36questions, 9 minutes and your result at the end
Signs your company needs one
- Surveys live in free forms disconnected from the CRM
- Answers are read once and filed
- Satisfaction is not measured after a sale or service
- The website form generates unqualified contacts
- One customer's result cannot be compared with others
- A complaint in a survey triggers no action
Company profile for surveys and voice of the customer, and when it is not a fit
Good fit
- You run surveys but the results change no decision.
- You want to measure satisfaction after each sale or service contact.
- Website forms do not reach the CRM.
Poor fit
- You need a market study with a representative sample: that is a research firm's job.
- Nobody follows up with unhappy customers: measuring without acting wears customers out.
- You only need a contact form: the website already has one.
The cost of staying as you are
Customers who leave quietly
The complaint was in the survey and nobody read it in time to call the customer.
Prospects with no context
A contact form gives a name and email. An assessment tells you what hurts the company and where to start the conversation.
Surveys nobody finishes
Purposeless questions lengthen the form, lower the response rate and leave data that is useless for decisions.
Surveys and voice of the customer analysis in four steps
Process and data first, the tool second. Each step ends in a deliverable you review.
Decisions before questions
We list the decisions the survey must drive and who makes them. Each question is justified by one of them.
Scale and scoring
We write options that describe observable facts and score them by dimension, as in this assessment.
Where each answer goes
We define what each result creates: a CRM opportunity, a help desk case or a task with an owner.
Test and adjust
We test with flagged test answers, measure drop-off per question in the pilot and adjust before publishing.
Your company's inputs to the surveys and voice of the customer project
The list is confirmed at the first meeting and adjusted to your case.
Data
- Current surveys and forms with their answers
- Customer moments you want to measure
- Decision each survey will inform
People
- One owner per survey and per indicator
- Whoever handles complaints, for the follow-up loop
Access
- Access to the CRM, sales and help desk
- Privacy policy and consent wording
From assessment to surveys and voice of the customer implementation
We implement this type of system
Scope
We implement scored surveys and assessments with Odoo Surveys, connected to the CRM: each answer creates an opportunity or an action with an owner. This very assessment works that way. If your case calls for another platform, we compare options against your requirements.
Questionnaire design
Purposeful questions, scale, scoring by dimension and texts in Spanish, English and French.
Implementation with Odoo Surveys
Satisfaction surveys, online assessments and evaluations with an instant result and a CRM opportunity.
Voice of the customer dashboard
NPS or CSAT by period, segment and team, with the actions opened from negative answers.
Market options for surveys and voice of the customer
In no order of preference. The choice comes from your requirements, your budget and the systems you already have.
Odoo Surveys
Odoo Surveys scores each option, shows the result at the end, certifies and connects to the CRM and help desk. This assessment runs on Odoo Surveys with our own module that calculates dimensions and gaps.
Other platforms we assess
- Qualtrics
- Medallia
- SurveyMonkey
- Typeform
- Google Forms
- Alchemer
Selection criteria
- Scoring per option and a result at the end
- Connection to the CRM and help desk
- Surveys in several languages
- Conditional logic and analysis by segment
Surveys and voice of the customer limits and ways to cover them
A survey only measures what it asks
Each question is tied to a decision before the survey goes live.
The response rate limits the conclusions
The rate is measured and every result is reported alongside it.
Odoo Surveys does not analyze free text at scale
With many open comments, a specialized tool is assessed.
Connections between surveys and voice of the customer and other systems
Customer relationship management
The assessment creates the opportunity with the result attached.
See the systemHelp desk and customer support
A negative answer opens a case with an owner.
See the systemMarketing automation
The result defines the follow-up sequence.
See the systemWebsite and content management system
The assessment is published on the website, in three languages.
See the systemBusiness intelligence and data warehouse
Answers are crossed with sales and service in a dashboard.
See the systemSurveys and voice of the customer assessment: 36 questions, 9 minutes
This analysis reviews how you collect customer opinion after an in-store purchase, a web order or a service contact, and what you do with it. The questions describe sending, store indicators, complaint handling and personal data management.
Scored dimensions
- Survey after each purchase. It checks whether the survey goes out automatically after the store POS sale, the web order or the service contact, and how many customers answer it.
- Handling detractors and complaints. It looks at which decision each survey supports and what happens when a customer scores low, leaves a negative comment or files a complaint.
- Comparable NPS by store. It checks whether each answer keeps store, channel, date and survey version, and whether NPS or CSAT is calculated the same way each period.
- Answers in the CRM and sales. It checks whether answers and web assessments reach the CRM and are matched with the same customer's purchases, service contacts and returns.
- Survey owner and privacy. It looks at who answers for each survey, how the use of personal data is disclosed under Peru's Law 29733 and who sees individual answers.
What you receive
At the end you receive your level in sending, complaint handling, comparability, sales matching and survey governance. Each dimension comes with its main gap and the first step to close it.
17 scored questions and 14 context questions (type of operation, size, current system). Context questions are not scored: they let us read the result against similar operations.
Free of charge. Only Diego Muñoz sees your answers.
Common questions about surveys and voice of the customer
If your question is not listed, Diego answers it on WhatsApp during Lima business hours.
Yes. It runs on Odoo Surveys with a module of ours that calculates dimensions, level and gaps, and creates the CRM opportunity.
As many as feed a decision. A satisfaction survey usually needs one to three; an assessment needs more because it measures several dimensions.
Yes, if you only need to collect data. When you need scoring, history or to send the answer to the CRM, a connected tool makes sense.
The online assessment and the 30-minute review with Diego are free and carry no commitment.
Only Diego Muñoz sees them, to prepare the review. They are not shared with third parties or used for bulk mailings.
Review your case with Diego in 30 minutes
Diego Muñoz replies in person, on Lima time. If you have taken the assessment, he comes with your answers already read.
WhatsApp +51 919 488 260 · damunoz@dmunozgroup.com