Dynamics 365 Customer Voice (formerly known as Microsoft Forms Pro) is not only a survey tool that captures feedback from different set of target audiences. It’s a whole enterprise feedback management system that enables you to keep track of customer metrics that matter most for your business.
Built on Microsoft Forms and deeply integrated with Microsoft Dynamics 365 apps and Microsoft Power BI, Dynamics 365 Customer Voice provides rich insights and analytical reporting. This integration stands it out from many other survey products available in the market.
Importance of Surveys
These days, capturing feedbacks, gaining insights and knowledge are very important for any organization. From commercial to social and government, surveys could play very important role in improving the organization. To improve your products or services, you can send feedback surveys to buyers. To know how happy your customers or employees are, you can send satisfaction surveys, and so on.
Having said that, you can consider many use cases for launching Dynamics 365 Customer Voice survey at an organization level. Whenever you want to collect any type of information from any group of target audience or an individual prospect or customer, you can consider using Customer Voice. Few of the use cases are as follows:
- To measure customer satisfaction
- To gather feedback after a customer issue is resolved
- To gather feedback after a product purchased
- To gather information for an event registration
- To gather feedback after a completion of an event
- Embedding survey as an online form on your website
- To understand brand awareness of the people and how likely they would recommend it
Personalization is tailoring a communication based on personal information that an organization has about their customers. Personal experience plays an important role in relationship between an organization and its customers. It makes each individual customer realize that their satisfaction and feedback are equally important as of others.
In Dynamics 365 Customer Voice you can use variables to personalize your surveys. For instance, you can use variables to insert customer’s first name, last name and product he purchased to survey questions.
Branding and Styling
In this modern world, branding and styling is an essential part of enterprise communication. Using correct and consistent backgrounds, logos, images and fonts that match the type of your business, helps attracting the right sorts of clients. Purposeful brand and styles created by marketing department are an asset for an organization and can result in higher rate of survey responses and feedbacks.
Dynamics 365 Customer Voice provides different areas where you can customize the survey look and feel to match your organization’s branding and styling guidelines.
- Theme background image
- Theme color
- Survey image or logo
- Font style, weight, color, and size
- Customized thank you message and footer text
- Customized email templates that are shareable across surveys
An organization needs to decide what method you should use to distribute a survey. The decision would base upon certain factors. Some of these are:
- Do you know your contacts, where they are, what’s their emails?
- Do you want to send bulk invitations or individual?
- Your contacts want to respond anonymously or as known contact?
Dynamics 365 Customer Voice provides different methods to distribute a survey that covers almost of all the scenarios you can come across while distributing surveys to specific group of audience.
- Email: Send survey link by designed by using built-in email. Can upload CSV file to send bulk emails.
- Power Automate: Send automated emails by configuring triggers available on hundreds of Power Automate connectors.
- Embed: Embed survey on your website to enable anonymous visitors to take survey.
- Link: Copy a link to survey and distribute it through social media, groups or any other way
- QR Code: Send a QR code for your survey that a contact could read through QR code reader apps
Satisfaction metrics (CSAT)
Satisfaction metrics are measurement systems that organizations use to know how much satisfied their customers are. This helps them to know the effectiveness of product or service they provide to their customers.
Dynamics 365 Customer Voice provides three industry standard satisfaction metrics that are defined on project level and mapped to survey questions.
|Metric name||Purpose||Maps to|
|Net Promoter Score (NPS)||Measures customer loyalty from 0 through 10||NPS-type questions|
|Sentiment||Identifies customer sentiment as positive, neutral or negative||Text-based questions|
|Customer Satisfaction (CSAT)||Measures customer satisfaction level with a product or a service||ating-type questions|
Net Promoter Score (NPS): This metric measures customer loyalty from 0 through 10 and can be mapped to NPS-type questions
Sentiment: This metric identifies customer sentiment as positive, neutral or negative and can be mapped to text-based questions.
Customer Satisfaction (CSAT): This metric measures customer satisfaction level with a product or a service and can be mapped to rating-type questions.
Dynamics 365 Customer Voice provides several built-in reports prepared from invitation and response data. You can also use Microsoft Power BI for your custom reporting and dashboard needs.
For built-in reports, you can view reports for individual invitation and response record, for specific survey or for all surveys. You can even export report data to Excel or CSV files. Following reports are available:
Survey invitations report. Displays statistics about total invitations, responded, not responded, unsubscribed and failed invitations. You can also view details of an invitation statistics.
Survey response report. Displays statistics about overall responses to individual question. You can also view individual response to each question.
Satisfaction metrics report. Satisfaction metrics dashboard is created automatically for each set of metrics. This dashboard displays charts for sentiment, satisfaction (CSAT) and Net Promoter Score (NPS) metrics.
Integration with Dynamics 365 apps
Every Dynamics 365 Customer Voice project created is attached to an Environment that is shared by Power Platform. Therefore, you can use Power Apps or even Dynamics 365 apps to send Customer Voice surveys and surface data through apps, dashboards, charts and views. For example, Dynamics 365 Marketing app has built-in feature to send Customer Voice surveys through customer journeys.
You can sign up for a 30-day free trial of Dynamics 365 Customer Voice. When trial period ends, you’ll need to purchase the product to continue using it.
Availability on US Government Community Cloud
Dynamics 365 Customer Voice is available on US Government Community Cloud (GCC) but certain limitations apply. Moreover, as a GCC client, to purchase Dynamics 365 Customer Voice you must have a Dynamics 365 enterprise license or Microsoft 365 license.
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