Spectrotel Doubles Survey Response Rate in Three Months With Simple Survey

Highlights:

• Spectrotel, a trusted provider of Managed Network Solutions, was relying on a survey tool not native to Salesforce and an API to send surveys.
• Without easy access to metrics such as surveys received per customer, they were seeing low response rates due to survey fatigue.
• Spectrotel implemented Simple Survey and within three months, they doubled their survey response rate and now have access to valuable customer insights.

Seamless implementation

When Bob Jones, Solutions Analyst at Spectrotel, found Simple Survey, he knew he'd found the solution they'd been seeking for over a year. "We knew we had to replace our survey tool and it was always put on the back burner," Jones explained. Previously, Spectrotel had relied on a surveying solution that was outside of Salesforce, requiring them to go through an external API to send out surveys. With the lack of nativity, survey metrics were difficult to measure, leaving the support team with few insights into customer sentiment. Jones found it particularly difficult to view how many surveys had been sent to a single customer, which meant customers were often receiving multiple surveys in a short time span, and hurting response rates.

Simple Survey is 100% native to Salesforce, which was a game-changer for Spectrotel. Jones confidently told his CTO, "I can guarantee you we can implement it and roll it out in one month." 

Going native

The impact on Spectrotel's customer feedback process was immediate and substantial. "Our survey response rate has doubled in three months," Jones shared. The team attributed this success to reduced survey fatigue, made possible by Simple Survey's native approach. The newfound ability to control and measure survey distribution has been crucial in optimizing their feedback process.

Jones praised the exceptional support from the Vicasso team stating, "If you know the support team by name and you have a smile when you hear they’re working on your case, it gives you a sense of assurance.” This level of support, he noted, was a significant value-add and a stark contrast to his experiences with other vendors.

Expanding customer insights

Looking ahead, Spectrotel is exploring expanded uses for Simple Survey. They plan to implement surveys for their ordering process, creating a comprehensive view of the customer journey. For Spectrotel, Simple Survey has not only streamlined their feedback process but has become an invaluable asset in understanding and improving their customer experience across multiple touchpoints.

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