As well as tracking customer satisfaction with Teams and Departments, CIOPulse can also track the satisfaction levels of groups of customers. We call these 'Customer Segments'. Both transactional and relationship surveys can be tagged with up to two Segments.
What a Segment is will depend on your organisation. Segments could be based on geography (cities, states or countries), business function (finance, manufacturing, marketing), customer type (staff vs students, managers vs team members), or even ticket type (incident vs request).
For CIOPulse to be able to calculate Net Promoter Scores for your Customer Segments, your customer support system will need to be able to pass through Segment Codes in your survey invitation URL.
If you are setting up your Segments for the first time, and you have many of them, you may prefer to upload your Segments list from a spreadsheet using the Upload Files function.
Log in to the client administration portal
At the client portal log in screen, enter your email address and password to log in.
Set the instance
If your organisation has multiple licenses of CIOPulse, and you are authorised to manage more than one of them, you will be able to switch between these instances.
Choose the instance you wish to work on now using the drop-down list and click the 'Set instance' button.
Select 'Customer Segments'
To create, edit or delete Customer Segments, click on 'Customer Segments'.
This will take you to a list of your Customer Segments.
Adding/Editing a Customer Segment
On the 'Edit Segment' screen you can edit three fields:
- Segment Name. The unique name of the Segment. No two segments can have the same name.
- Segment Code. This is a unique code assigned by you to each segment. Your customer support software will need to supply this unique code in the survey URL (following the
&sgid1=and&sgid2=parameters) so that the CIOPulse system can associate customer feedback with this particular segment. The segment code must not contain spaces or any special characters ( only a-z, A-Z, 0-9, hyphen and underscore). No two segments can have the same Segment Code. - Active Flag? Determines whether this Segment: Appears in the Segments filter of your dashboards; Appears in the Customer Segment League Table. Setting the Active Flag to 'No' will not remove surveys with this segment from any of your reports or dashboards or Net Promoter Scores.
As soon as a Customer Segment has been created, you're ready to start surveys for this segment.
Because Segment Codes are used in your survey URL, Segment Codes may only contain URL-friendly characters: a-z, A-Z, 0-9, hyphen and underscore. No spaces, ampersands, colons etc
There is nothing stopping you from continuing to issue surveys for inactive segments. Net Promoter Scores will continue to be calculated for inactive segments until no more surveys are being completed for them.
When surveys are completed without a Segment Code (i.e. the &sgid1= and &sgid2= parameters are not used in the survey invitation URL), the feedback will automatically be assigned to a default segment. The code for the default segment is "NONE" and its name is "No segment". You will not be able to add a segment with this code or name because these are reserved.