Book Image

Working with Microsoft Forms and Customer Voice

By : Welly Lee
Book Image

Working with Microsoft Forms and Customer Voice

By: Welly Lee

Overview of this book

Microsoft Forms and Dynamics 365 Customer Voice enable organizations to collect and analyze feedback from employees and customers, helping developers to integrate their feedback and business users to collect feedback that will guide them to develop customer-centric solutions. This book takes a hands-on approach to leveraging Microsoft Forms and Dynamics 365 Customer Voice capabilities for common feedback scenarios and covers best practices and tips and tricks to have your solution up and running in no time. You'll start by exploring common scenarios where organizations collect feedback from employees and customers and implement end-to-end solutions with Forms. You’ll then discover how to create surveys and get to grips with different configuration options commonly used for each scenario. Throughout the book, you'll also find sample questions and step-by-step instructions for integrating the survey with related technology such as Microsoft Teams, Power Automate, and Power BI for an end-to-end scenario. By the end of this Microsoft book, you’ll be able to build and deploy your complete solution using Microsoft Forms and Dynamics 365 Customer Voice, allowing you to listen to customers or employees, interpret their feedback, take timely follow-up action, and monitor results.
Table of Contents (16 chapters)
1
Section 1: Working with Microsoft Forms and Customer Voice
5
Section 2: Implementing Common Feedback Solutions with Microsoft Forms and Dynamics 365 Customer Voice
12
Section 3: Administering Microsoft Forms and Dynamics 365 Customer Voice

Designing survey questionnaires

There is a popular belief that you should collect as much data as possible and worry about how to use the data later. In my experience, collecting too much data can backfire. Data must be collected with specific objectives in mind. Collecting feedback without a clear purpose tends to result in a lot of noise and makes it hard to get useful insights. This is especially important for collecting feedback through surveys when participation is often voluntary, and respondents must be persuaded to participate. The longer the survey, the less willing the respondents will be to complete it and the fewer responses you will collect. You just need to design your survey carefully so that you can get the most insight with minimal effort from your survey respondents.

A survey questionnaire usually comprises the following:

  • Key Performance Indicator (KPI) questions
  • Key driver questions
  • Open-ended questions

Let's discuss each of these...