Survey Touch Points: Targeting Audiences for Optimal Insights

Summary

Before shifting to a customer-first approach, we lacked documented customer feedback at Verisk. That all changed when we started using Medallia experience management software. It allowed us to collect and analyze customer insights, which we then shared with senior leadership. These insights became the foundation for shaping our strategies and roadmaps, both for immediate needs and long-term goals. It’s incredible how the right survey software can transform customer sentiment into actionable plans that truly drive success!

Opportunity

With solid research on customer personas and workflows, we nailed down the best moments to send out surveys—whether during customer support chats, sales calls, or in-app events. Using survey software, we gained clearer insights into customer sentiment and satisfaction, helping us connect better and make smarter decisions.

Challenges

Surveys are a powerful tool for understanding customer sentiment, but let’s be real—nobody likes being bombarded with them. The key is balance. With the right survey software, I can strategically plan and track feedback requests, ensuring I know who’s been asked, when, and how often. This way, I avoid frustrating users while still gaining valuable insights to boost satisfaction. It’s all about smarter, not harder!

Outcome

We rolled out Medallia experience management software, trained our team to pull insights and share results effectively, and crafted a solid strategy for survey deployment. By expanding to over 20 sentiment data touchpoints at key interaction moments, we gained a clearer, more actionable understanding of customer satisfaction.

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