Post-Onboarding Survey

sophia.moradian

November 2021 Update:

This program has been paused while the Strategy and Transformation team (formerly CS Ops) reviews processes to streamline survey send. 

June 2021 Update:

With implementation quality an important focus for Customer Success, the need to capture real-time customer feedback on implementations becomes even more critical. Thus, we are improving the way we gather customer sentiment with our Post-Onboarding survey by automating the process.

Today, the Post-Onboarding survey relies on CSBPs triggering the survey from Gainsight, with a CTA assigned to complete this task. However, given the need for more robust data on implementation quality, coupled with the goal to allow BPs to focus on high-value activities, the Customer Experience (CX) team will be automating the survey distribution. Here's what the process will look like, starting June 21, 2021:

1. CX will email each CSBP and CSD 1 week before the survey is expected to be sent, allowing the BP to correct data as required (or request a survey not be sent, with valid business justification)
2. CX will trigger the survey 2 weeks after the Go-Live Date on the Account Use Case
3. All follow-up remains the same (e.g., BPs should close the loop with customers once they receive a survey response)

In Q3 FY22, CX will be working with the Salesforce team to fully automate the survey without CX intervention.

 

FAQs

• Question: Will CS BPs still have the option to manually trigger the survey?
• Answer: Yes, the "Send-Post Onboarding survey" button will remain on the Account Use Case Object for BPs to trigger the survey.

 

• Question: If the CS BP doesn't want their customers contacted, can they opt out their customers?
• Answer: Yes, the CS BP will have the opportunity to opt-out their customers from the survey by emailing the CX team with a reason for not surveying their customers.

 

1. CX will select the SFDC Account Use Case that just went live
2. CX will click “Send Post-Onboarding Survey” button
3. CX will send Post-Onboarding Survey to Primary Contacts
4. CX will check Salesforce “Invitations” Object to confirm the survey was triggered
5.CX will check “Invitations” tab in Medallia to ensure survey was delivered
ONCE SURVEY RESPONSE IS RECEIVED:
6. CS BP will Receive two email notifications & CTA in Gainsight  [New Alert] Customer feedback [Second Alert] Reminder to respond to customer feedback	First Notice Second Notice
7a. CS BP will view feedback & follow-up with your customer respondent(s)
7b. CS BP will have an assigned CTA which will include an email template to respond to your customer	Responses for Promoter, Passive, and Detractor

 

 

Learn more about how else we capture feedback along the customer journey via our VOC Program page.

 

Questions? 

• Check out this Medallia User Guide
• Check out our FAQs page
• Reach out to: medallia-info@anaplan.com or #medallia_info on Slack

Reach out to: medallia-info@anaplan.com or #medallia_info on Slack

 

 

~~~Archive Process (Prior to June 2021)~~~

 

CS Business Partners are responsible for sending a survey to all primary contacts on the Account Use Case that just went live with Anaplan.
Use this step by step process to understand how to send the Post-Onboarding survey via Salesforce.
You can also review this detailed guide on what's expected of you OR watch this tutorial, which walks you through the below instructions.

1. Select the SFDC Account Use Case that just went live
2. Click “Send Post-Onboarding Survey” button
3. Send Survey to Primary Contacts
4a. Check Salesforce “Invitations” Object to confirm the survey was triggered
4b. Don't see "Invitations" on the toolbar? Click the pencil icon to edit Find 'Invitations' and click 'Save'
5. Check “Invitations” tab in Medallia
6. Receive two email notifications & CTA in Gainsight  [New Alert] Customer feedback [Second Alert] Reminder to respond to customer feedback	First Notice                                                               Second Notice
7a. View feedback & follow-up with your customer respondent(s)
7b. Your assigned CTA will include an email template to respond to your customer	Responses for Promoter, Passive, and Detractor