You can define one or more metrics to measure customer or employee satisfaction and map the metrics to questions in your survey. In addition to the simple survey authoring features, Customer Voice includes advanced survey authoring capabilities such as advanced branching rules (which enable you to skip ahead or dynamically control showing/hiding other questions based on survey responses), branding (styling), and personalizing the survey with variables:įigure 1.8 – Satisfaction metrics configuration panel You can customize the questions by adding and removing them with a similarly easy-to-use authoring experience to that of Microsoft Forms. If you are not using Dynamics 365 for your CRM system, you can customize the workflows to connect to your own application.Īfter you select a template, a survey is created with relevant questions. Some of the project templates include built-in workflows to automate sending the survey based on activities in Dynamics 365. We will go over the customer support template later in Chapter 8, Automating Customer Support Surveys with Dynamics 365 Customer Voice. The scenario-based templates include survey questions commonly used for periodic customer feedback, sending a survey after an order delivery or a service visit, and sending a survey after a customer support case is closed. Differences between Microsoft Forms and Dynamics 365 Customer Voiceįigure 1.6 – Customer Voice project template gallery.By the end of this chapter, you will understand the difference between the two products and when to use one over the other. In this chapter, we will review the two products, including their key capabilities and licensing requirements. Dynamics 365 Customer Voice is an enterprise feedback management system used to collect feedback from employees and customers and integrate the survey data with your existing business application systems. Microsoft Forms is a productivity tool targeted at collecting simple surveys and quizzes. Our goal at Microsoft is to make it easy for you to collect feedback from your employees and your customers through two products: Microsoft Forms and Dynamics 365 Customer Voice. While product leaders use their experience to shape their intuition, occasionally the wrong decision is made, and having a feedback measurement system in place is critical to provide an early warning signal to correct your decision. Despite our best attempts to use data to drive decisions, many of our day-to-day decisions still rely on intuition. That story is a real-life example of how collecting feedback can help you identify issues early, and then track your progress in solving them to make customers happy. After we introduced the change, we saw that the NPS score started to go up again.
csv format, so based on the feedback, we quickly made a change to go back to exporting data to Excel format and only provided an option for. csv format, to enable the exporting of larger datasets. Along with the product upgrade, we switched the data export format from Excel to. From the user feedback, we learned that many users were not happy with the data export functionality in the new product. Soon after, we noticed that the Net Promoter Score ( NPS) started to fall.
#MICROSOFT OFFICE FORMS UPGRADE#
In September 2020, my team released Dynamics 365 Customer Voice as an upgrade for Microsoft Forms Pro.
Throughout the book, you'll also find sample questions and step-by-step instructions for integrating the survey with related technology such as Microsoft Teams, Power Automate, and Power BI for an end-to-end scenario.īy the end of this Microsoft book, you’ll be able to build and deploy your complete solution using Microsoft Forms and Dynamics 365 Customer Voice, allowing you to listen to customers or employees, interpret their feedback, take timely follow-up action, and monitor results.
#MICROSOFT OFFICE FORMS HOW TO#
You’ll then discover how to create surveys and get to grips with different configuration options commonly used for each scenario. You'll start by exploring common scenarios where organizations collect feedback from employees and customers and implement end-to-end solutions with Forms.
This book takes a hands-on approach to leveraging Microsoft Forms and Dynamics 365 Customer Voice capabilities for common feedback scenarios and covers best practices and tips and tricks to have your solution up and running in no time. Microsoft Forms and Dynamics 365 Customer Voice enable organizations to collect and analyze feedback from employees and customers, helping developers to integrate their feedback and business users to collect feedback that will guide them to develop customer-centric solutions.
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