Getting started
The diagram below shows the main steps required to get started with CIOPulse's transactional surveys.
There are three activity streams that can be done independently of each other:
- Administrator training. And setting up your preferences, contacts and support groups in the Portal (typically a few days of effort).
- Configuring your customer support software (typically one to five days).
- Planning and implementing your Organisational Change Plan (a few weeks of effort).
The step numbers in the diagram refer you to the relevant content within the Customer Manual. The two steps in lilac refer to the two chapters in the 'First Steps & Administrator Training' section of the manual. All other steps (shown in grey), refer to article numbers in the 'Transactional Surveys' section.
Transactional Survey Implementation Checklist
Here's a checklist of the steps you need to go through to implement CIOPulse:
- Preliminary tasks, e.g. registering as an administrator
- Administrator Training
- Configure your customer support software
- Set your instance preferences, e.g. your security settings
- Setup your Contacts, Support Groups & Customer Segments
- Decide on your survey design
- Familiarise yourself with how to access information
- Test your setup
- Share information URLs
- Communicate/ train customers and support staff
Because CIOPulse subscriptions don't auto-renew, you might want to put a reminder in your diary to request a renewal invoice in plenty of time. Our terms require renewal payments to be made before your subscription expires.
Announcements and updates about planned and unplanned outages can be found on our status page, here: http://status.cio-pulse.com/. Clicking the Subscribe to Updates button will ensure you are always kept up to date with the status of CIOPulse.
Realising the benefits of transactional surveys
A CIOPulse subscription is just like a gym subscription. If you don't use it, you won't enjoy the benefits.
The diagram below outlines the practices you need to implement to realise the benefits of transactional surveys.
If/when you start thinking about using Net Promoter Scores in your reward and recognition systems, you might want to read this informative article.
To ensure that Team Leads are using their team's feedback for continual improvement, you may want to implement this:
1. Every Support Lead getting feedback for their team has an action plan. This action plan needs to outline what will be done to increase customer satisfaction with the team.
2. Every Support Lead shares their plan with their manager. The action plan (and NPS for the team) needs to be shared with the manager of the Support Lead. This creates accountability for action and creates the opportunity for the manager to provide coaching and guidance to the Support Lead.
