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Following these steps, you are able to quickly have your first survey launched with an alert system in place notifying you of the type of feedback you wish to be notified of.

Step 1: Build your Customer Journey

First step is to get your most critical customer journey touchpoints built. You don't need to have all the touchpoints figured out from the start as you can easily edit an existing journey later on. Instructions to build your journey here.

Recommended reading: 

Managing your Customer Journey with Feedbackly

5 Ways To Boost CX Using Customer Journey Maps

Step 2: Create your first survey

You can get started with as little as one question, maybe your most important KPI or just open feedback? The survey you create can be edited and expanded later on after initial launch easily so don't worry if you don't have all the content in place just yet. Follow the steps in this article to get your first survey created.

Recommended reading: 

Survey features

Customer Experience KPI's

Step 3: Launch your survey in a touchpoint

In order for you to be able to collect feedback to your newly created survey, you need to launch it in a touchpoint. Continuing with the same article as above, follow step 8 forward to launch the survey in your desired touchpoint. If you're unsure on what type of touchpoint to use, look here for the different touchpoints explained.

Recommended reading: Touchpoints explained

Step 4: Close the loop by creating notifications

Depending on the survey content, you might wish to create notifications to yourself or a specific team in your organisation when a specific type of feedback is given. The most common use case is when a customer gives a low NPS or CSAT/CES score, and also tells a bit more in detail in open feedback the reasons behind the bad experience. Follow the steps in this article to get your notifications activated.

Recommended reading: 

Dealing with Negative Customer Feedback

Turn Angry Customer Into Loyal Customers

Step 5: Analyse your results

Once you start getting feedback in, it's time to start analysing the results from the Survey Analytics section in the dashboard. Depending on your survey structure, you can utilise different methods and grouping options to get the most value out of the data. Read here how the Analytics section works.

Recommended reading: 

How the Analytics filters work

Inviting team members to your organization

Step 6: Share your results with your team and stakeholders

Get your team and organisation engaged by sharing real-time views to whoever needs to be in the loop. You don't need to create user credentials to everyone, instead utilise the flexible links and generate audience specific views. Follow these steps to create different real-time views.

Recommended reading: ROI of Customer Experience

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  1. Kristian Stolt

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