Bi-Annual Customer Relationship Survey

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jamie_fischer
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Our bi-annual Customer Relationship survey is a crucial part of tracking customer insights. We send out Medallia-powered Relationship survey twice a year in Q1 and Q3. Medallia allows us to gather, analyze, and distribute customer feedback across Anaplan. 

Medallia dual logo.png Our next Customer Relationship survey will be sent on Oct 4th  and will close on Oct 25th 2022. The survey is open for 3 weeks, and 3 reminders are sent:
  • 2 days after initial send (from Gainsight "from CS BP")
  • 7 days after the initial send (from Medallia)
  • 14 days after the initial send (from Medallia) 

During the survey period, you can see all customer responses to our Relationship survey in real time by joining our Slack channel: voice-of-customer-relationship-survey. Our Q1 FY24 survey will be sent in March 2023.

To ensure the survey is sent to the correct contacts at your customer accounts, please ensure that your:

  • Account Use Case details are accurate.
    • The Relationship survey is distributed to the Account Use Cases that have a Status of: Live/Productive Use and to all Primary Contacts: Primary Executive Sponsor, Primary Business Owner, Primary Model Builder on the Account Use Case Object (another reason to keep your account contact data up to date!)
      • *Note that if a contact has opted out of receiving emails from Anaplan, they will not receive a survey invitation.
  • Preferred Language on the Contact object
    • Survey invitations and reminders are sent in the customers preferred language (German, French, Japanese - if no language inputted, this will default to English) listed on their contact details in Salesforce. 

After you've confirmed that your customer details are correct, let your customer know that the survey is coming, the importance of providing feedback, and that the Account Team will be responsible for following up from insights shared. 


Closed Loop Process 

Once a customer submits a survey response, you as the CS BP, will be notified and will receive an alert from Medallia to follow up with the customer within 48 hours. Our Closed Loop process in Medallia has both a "Rapid Response" template to reply to your customer (for Promoters, Passives and Detractors) as well as a ""Closed Loop Form" to document your communications. (Want a live walkthrough? Find it here!)

Example of Rapid Response template in MedalliaExample of Rapid Response template in Medallia Closed Loop FormClosed Loop Form

CS BPs are required to follow up with 100% of customers who reply to the Relationship survey, regardless of if they are promotors, passives, or detractors*. Your follow-up will be tracked in Medallia and visible to CSDs and other leaders.

Survey responses are saved and analyzed in the Medallia system and are visible (in varying levels of detail) to your CSD, ELT, CX & CS Ops and other insights teams across the organization. 

Log-into Medallia to see a sample of our Relationship survey

Results from our past Customer Relationship surveys:

Deciphering survey scores and responses:

nps_legend_v2.png

*LTR: Respondent's Likelihood to Recommend Anaplan to a friend or colleague on a 0-10 scale; NPS: Net Promoter Score = [Promoters (9-10 LTR) minus Detractors (0-6 LTR)] / Total Respondents. A LTR score of 7-8 corresponds to Passives and is not included in the NPS calculation.

OSAT: Overall Satisfaction with a particular aspect of the Anaplan experience on a 0-10 scale

 

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Other resources:

Relationship survey (sandbox version)

Medallia User Guide

VOC Medallia & Gainsight Full Training

VOC Program page

 

Questions about Medallia? 

Email: medallia-info@anaplan.com

Slack channel: medallia-info

Quick Tutorial on Relationship survey

 

Pink line for CS Toolkit.png

Relationship Survey FAQs

 

Survey Send. 

  • Who receives the survey? What if my team wants to send the survey to additional contacts? 
    • We send our Relationship survey to Primary Contacts (Primary Executive Sponsor, Primary Business Owner, & Primary Model Builder) attached to Account Use Cases with a status of: “Live/Productive Use”. This is to ensure we get a healthy sample of feedback across all our Live/Productive Use Account Use Cases. If you have a need to capture more in depth feedback from end users or additional customers at your account, please reach out to cx@anaplan.com.
  • What does the survey look like? What language is the survey available in?
    • Click here to see a sample version of the Relationship survey. Note this is not a live survey link, so you can take the survey, but the scores will not be recorded in Medallia.
    • Once they click into the survey, the user can opt to take it in these languages: English, French, German, and Japanese.
  • What does the survey invitation look like? Are BPs cc’d on the email invitations that are sent out?
    • Here is a sample of the survey invitation that is sent out to our customers via email. CS BPs are not cc’d on the email invitations that are sent out, but they can log-into Medallia (and click on the “Invitations” tab) to see who received a survey. The survey invitation email and survey link is unique for each contact so that we can tie back all customer responses to their account information in Salesforce.

Troubleshooting

  • I don’t see a contact invited to take the survey in the Medallia “Invitations” tab, but they were listed as a Primary Contact on an Account Use Case that has a status of: “Live/Productive Use”. Why is that?
    • If a contact has opted out of Anaplan emails (“Email Opt Out” Box is checked on the Contact Object in Salesforce), they will not receive the survey. Customers can opt in or out of Anaplan emails via the Anaplan Preferences Center.
  • What does a status of “Not sampled due to Quarantine” in the Medallia “Invitations” tab mean?
    • It’s likely that the contact was invited to take the survey twice (they were listed as a Primary Contact on two Account Use Cases), or your contact may have been invited to another survey program (e.g., Support). We have sampling filters in place in Medallia to ensure we do not “over-survey” our customers.
  • A customer said they did not receive the survey. Can we resend it?
    • There will be two survey reminders sent out from Medallia: one after 7 days from the initial send and one after 14 days from the initial send.
    • There will also be an email reminder program triggered from Gainsight tomorrow (Oct 7th) to all customers who have not yet responded to our survey. This reminder email will come from the customers CSD and include a unique URL for them to take the survey.
    • If BPs need to send a unique link directly to any of their customers, they can find the link by clicking on the “Invitations” tab and viewing their customers detailed invitation (walkthrough here).

Reporting

  • How do I know who has responded to the survey?
    • Log-into Medallia, click the “Feedback” tab, then set your filters accordingly to see who has responded and what they have to say!
  • How do I view metrics such as NPS, or response rate for just my pod?
    • Log-into Medallia, click the “Analytics”: tab, then set your filters to align to your pod (or your name if you are a CSD). To view response rates, reference the “Program Health” Tab > ”Survey Engagement” sub-tab and set the appropriate filters.
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