{"id":7544,"date":"2025-01-11T16:46:42","date_gmt":"2025-01-11T16:46:42","guid":{"rendered":"https:\/\/noelbeane.com\/staging\/5285\/?p=7544"},"modified":"2025-01-12T05:49:41","modified_gmt":"2025-01-12T05:49:41","slug":"case-cs-surveys","status":"publish","type":"post","link":"https:\/\/noelbeane.com\/staging\/5285\/case-cs-surveys\/","title":{"rendered":"Case – Survey Touch Points"},"content":{"rendered":"
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Case Study: Verisk Claims Survey Touch Points<\/p>\n<\/div><\/div>\n\n\n\n

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\"Verisk<\/figure>\n<\/div>\n\n\n\n

Case IQ<\/p>\n\n\n\n

Sr. Manager UX\/UI Design<\/p>\n\n\n\n

2019<\/p>\n\n\n

CX Strategy<\/a>, <\/span>Human-Centered Design<\/a>, <\/span>Qualitative Coding<\/a>, <\/span>System Thinking<\/a>, <\/span>User Research<\/a><\/div><\/div>\n\n\n\n
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Survey Touch Points: Targeting Audiences for Optimal Insights<\/p>\n\n\n\n

Summary<\/p>\n\n\n\n

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\u2019s incredible how the right survey software can transform customer sentiment into actionable plans that truly drive success!<\/p>\n\n\n\n

Opportunity<\/p>\n\n\n\n

With solid research on customer personas and workflows, we nailed down the best moments to send out surveys\u2014whether 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.<\/p>\n\n\n\n

Challenges<\/p>\n\n\n\n

Surveys are a powerful tool for understanding customer sentiment, but let\u2019s be real\u2014nobody 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\u2019s been asked, when, and how often. This way, I avoid frustrating users while still gaining valuable insights to boost satisfaction. It\u2019s all about smarter, not harder!<\/p>\n\n\n\n

Outcome<\/p>\n\n\n\n

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.<\/p>\n\n\n\n

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Key Take Aways<\/p>\n\n\n\n

Using survey software, we gained clearer insights into customer sentiment and satisfaction, helping us connect better and make smarter decisions.<\/p>\n<\/div>\n\n\n\n

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Related Strategies<\/p>\n\n\n\n

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Qualitative Coding<\/a><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div><\/div>\n","protected":false},"excerpt":{"rendered":"

Case Study: Verisk Claims Survey Touch Points Case IQ Sr. Manager UX\/UI Design 2019 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 […]<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"wp-custom-template-nb-home","format":"standard","meta":{"nf_dc_page":"","_uag_custom_page_level_css":"","_swt_meta_header_display":false,"_swt_meta_footer_display":false,"_swt_meta_site_title_display":false,"_swt_meta_sticky_header":false,"_swt_meta_transparent_header":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[22],"tags":[27,76,118,81,78],"class_list":["post-7544","post","type-post","status-publish","format-standard","hentry","category-casestudies","tag-cx-strategy","tag-human-centered-design","tag-qualitative-coding","tag-system-thinking","tag-user-research"],"yoast_head":"\nCase - Survey Touch Points | Noel Beane<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/noelbeane.com\/staging\/5285\/case-cs-surveys\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Case - Survey Touch Points | Noel Beane\" \/>\n<meta property=\"og:description\" content=\"Case Study: Verisk Claims Survey Touch Points Case IQ Sr. Manager UX\/UI Design 2019 Survey Touch Points: Targeting Audiences for Optimal Insights Summary Before shifting to a customer-first approach, we lacked documented customer feedback at Verisk. 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