Does anyone use SS for satisfaction/ feedback surveys data and reporting?

Out of curiosity, has anyone here heavily used Smartsheet as a tool for customer satisfaction surveys, (bonus points if you use multiple surveys!!), as well as created in depth reports. For instance, what correlates to high/ low customer satisfaction, or just overall performance of a survey? Currently my team is using Toluna and I just hate it. If anyone here has had any success, could you please share more information with me on how you did this and maybe what other tools helped? I have access to all of the additional workapps like control center, data mesh, and all of that. Thank you in advance!

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Mross0878

My team uses Smartsheet heavily for surveys, but only for data collection. The data is then connected to a database and the BI team uses it to create dashboards. We have dabbled in to making dashboards in Smartsheet, but the functionality is just not strong enough to satisfy the customer's needs.

We use dropdowns for the end users to select whether they agree or disagree, then use COUNTIF functions on the dropdowns to get values. As for survey performance, we have our own personal team's CSAT we send out that we track and target users who entered tickets in our request solution(this is outside of Smartsheet), then we just look at the responses and make manual calculations to get the performance percentage.

kowal

hi @Alicia D,

Yeah I used to use smartsheet forms as a feedback method after my trainings.

There were 3 forms used for the same sheet with one Prefilled Hidden field so I could use it for beginners, intermedaite and advanced trainings as feedback.

Alicia D

@Mross0878 this is all very helpful! We also will most likely be using PowerBI for dashboards. I am very interested in the CSAT data however. If I provide my email, would you mind sharing more information on this with me? Specifically what kind of information you are pulling from the customer to get the best data for your CSAT team to use. Also curious what it looks like for you to manage multiple surveys.

Alicia D

@kowal this is helpful to know. Did you feel like you were able to pull good data/ reporting from this one sheet?

Mross0878

Hello Alicia,

Please feel free to send me your email and I will do my best to answer your questions.

Thanks!

Alicia D

@Mross0878 Great, thank you so much! My email is alicia.diperri@westrock.com

kowal

hi @Alicia D,

it's all about how you ask the questions. I got my from HR department who also organised other trainings. The questions were always having single selection answer like strongly disagree, disagree, agree, strongly agree… etc.

Matthew J McAteer

Hi @Alicia D ,

Jumping in here a little late. I built a Customer Satisfaction Survey in Smartsheet for my business unit that includes dashboards for team managers to monitor quarterly results. It is only a single form, but I used a lot of automation, formulas, forms, dashboards, etc. Happy to show you if you are interested. You can reach me at matthewjmcateer@maximus.com

Thanks,

Matthew

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