Customer Surveys with Dynamics 365 Customer Voice
Continuously improve through Customer Feedback
Event-driven Surveys with Dynamics 365 Customer Voice
A service performance survey should take place as close as possible to the time of service delivery. At this point, the effective perception of the service is assessed by the customer. The integration of Dynamics 365 Customer Voice as a survey app in existing Dynamics 365 CE apps fulfills this requirement by linking the survey directly to a process that has been completed:
- Closing a deal (satisfaction in customer onboarding)
- At the completion of a project
- After a processed service request or complaint
Surveys are customized in Customer Voice and then integrated into Microsoft Dynamics 365 using Microsoft Flow (no-code integration).
In this way, customer feedback can be viewed directly on the service request, opportunity, project, etc., in a collected manner, as well as on the respective customer record:
Easy Analysis of the Survey Results
Key Performance Indicators (KPI) such as the Net Promoter Score (NPS) can be easily embedded in the survey and evaluated over a time horizon (e.g. over all survey responses). In addition to the event-driven surveys mentioned above, regular surveys can of course also be triggered that include the KPI «Customer Satisfaction Score» (CSAT). For this purpose, Microsoft Dynamics 365 Marketing is suitable for creating an appealing mail design for regular dispatch (e.g., semi-annually) and sending this to all active customers.
Determining employee satisfaction via such a survey is also a common process in companies, which can be automated in this way. What other key figures or soft facts about the external view of your company are you interested in?
Dynamics 365 Licenses
Customer Voice is already included with most Dynamics 365 Licenses
The Customer Voice license is already included in the following Dynamics 365 CE apps:
- Dynamics 365 Sales Enterprise
- Dynamics 365 Customer Service Enterprise
- Dynamics 365 Field Service
- Dynamics 365 Marketing
- Dynamics 365 Human Resources
- Dynamics 365 Project Service Automation
Existing Microsoft 365 customers without a Dynamics 365 solution can license the app additionally. We see the greatest added value in the integration with one of the above Dynamics 365 applications.
Start your own surveys now and significantly improve the service experience for your customers.
We are happy to support you in the integration of digital sales solutions. In addition to classic CRM systems for customer management, we offer specialized sales tools for pipeline management (Microsoft D365 Sales) or marketing automation solutions (Microsoft D365 Marketing). We accompany you in the integration process (change management), process consulting up to the technological implementation of sales, marketing and service solutions.
If you have any questions, feel free to contact me.
CRM Consulting & Innovation Lead
MAS in Customer Relationship Management