How are you measuring customer sentiment?

注目の投稿

Anyone using any nifty tricks to track customer sentiment through the life of a project? 

Here are a few things that came to mind:

  • Custom Field with customer sentiment rating
    - Logged at each major phase of the project where deliverables are met
    - Potentially time consuming
  • Custom status / workflow for customer sentiment
    - Similar to custom field

Curious if anyone's tracking their customer's satisfaction/sentiment throughout the life of a project, how their capturing that data, and what (if anything) they do with that data.

Thanks in advance!
Evan

0
5件のコメント
Spot On Innovative Approach Stellar Advice
Avatar
Stephen

Hi Evan, great question!

My instincts tell me to make this a Custom Feld dropdown with either positive/negative/neutral sentiment, or a scale rating from 1-10.

If you need more detailed insight into sentiment, you could also add a 'sentiment log' Folder to your Project and tag tasks that you tracked feedback on. This way you can build a report based on this sentiment Folder, and it will only contain items from your Project where sentiment was tracked, allowing for cleaner and quicker reporting.

Looking forward to hearing others input, I've featured this post on the Community homepage 👍

1
コメントアクション Permalink
Spot On Innovative Approach Stellar Advice
Avatar

I really prefer Board view and the only way to show badges there is by adding sub-folders onto tasks. That doesn't mean moving them out of a project, but rather adding a secondary folder to a task. You could use (e.g.) Positive, Negative and Neutral as sub-folders and make sure you color-code them so that when you look at your project (or projects!) in Board view, you get a nifty visual callout.

The side benefit is that if you have a bunch of negative or positive reviews, you can open the sub-folder and use them to give context to a specific team or to collect best-practices or promo case studies for your marketing team.

 

 

 

1
コメントアクション Permalink
Spot On Innovative Approach Stellar Advice
Avatar
Stephen

This is such a clean way to get detailed insights into a Project's sentiment Noel! I also like that you get a good visual overview of these in Board View, and because they're in Subfolders, you should be able to create an informative Report or overview in Table View. Do you do this at all?

0
コメントアクション Permalink
Spot On Innovative Approach Stellar Advice
Avatar

Yes, we do :) We send out a request form link to clients and have them fill in feedback and details. Then we make sure that the tasks are back assigned to the actual project folders and managers so that they can see it. 

--Noel

0
コメントアクション Permalink
Spot On Innovative Approach Stellar Advice
Avatar
Stephen

Thanks for that Noel, really like this approach!

0
コメントアクション Permalink

Folllowing List for Post: How are you measuring customer sentiment?
[this list is visible for admins and agents only]

Didn’t find what you were looking for? Write new post