Voice of Customer (VoC) Program

sophia.moradian

Anaplan leverages Medallia as our Voice of the Customer (VoC) tool to better understand, analyze, and act on our customer insights. As we grow and evolve the program based on the changing needs of our business, we'll be leveraging Medallia as our customer experience management platform. Everyone at Anaplan has access to Medallia and can log-in via Okta.

Below is a list of feedback programs that are live or coming soon:

 

Bi-Annual Customer Relationship Survey

Relationship surveys measure customer and brand loyalty: the likelihood to recommend (LTR) a product/service to others. We use NPS (Net Promoter Score) as the key metric for our Relationship survey. Relationship surveys are important as: NPS scores have a positive correlation with revenue growth, customer insights contribute to user centered design and growth, and findings helps drive a C1 mindset across the organization by helping employees understand what customers are saying. We send out our Anaplan bi-annual Relationship survey in Q1 and Q3. Click here for more information about the survey process and cadence. 

• Functional Owner: Connie Ng

Customer Care Survey

The Customer Care Case Closure survey is sent out after a case is solved: this survey is an invitation to rate the support experience received by the individual who submitted the case (limited to one survey per recipient every 30 days).
Support surveys matter because: NPS is a great measure of the Customer’s interaction with a Support Analyst and insights gathered are used to deliver a better Support experience.

• Functional Owner: Peter Jacobi

Anapedia Embedded Feedback

Our new Anapedia includes an embedded form on each content page asking users about the helpfulness of the content. Responses are captured in Medallia and reviewed by the Technical Content team for continuous improvement.

• Functional Owner: Colum McAndrew

 

Implementation Pulse Feedback

*COMING SOON*

 

Paused Programs

 

Post-Onboarding Feedback

A Post-Onboarding survey is sent after a customer completes an implementation. Its purpose is to evaluate if project objectives were met, how effectively a project was managed, and to understand if our customers achieved their desired outcomes from the Anaplan platform. Survey findings help Anaplan identify and nurture early advocates, mitigate at-risk accounts, and learn lessons for the future. Click here for more information about how CS BPs can send the survey to their customers.

• Functional Owner: Connie Ng

Pre-Renewal Feedback

A Pre-Renewal survey is sent to the customer by the Renewal Manager 180-days prior to their renewal. Its purpose is to anticipate and evaluate a customer’s successes, pain points, and needs/wants. This information will then help drive a stronger renewal process and longevity with Anaplan. Click here for more information about how Renewal Managers can send the survey to their customers.

• Functional Owner: Tara Norris

Anaplan.com Feedback

We constantly looking for ways to improve our website content and are excited to share about a new feedback form on the Solutions pages of our website. Our goal is to understand the helpfulness of Solutions content and identify areas for improvement.

Functional Owner: Reanna Kalna

Questions? 

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

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