Dynamics 365 Customer Voice
Dynamics 365 Customer Voice provides organizations with a powerful survey tool to capture, analyze, and then act on customer and employee feedback. Consider all the touch points where you interact with a client, creating either a positive, neutral, or negative experience. These experiences are often referred to as moments of truth, which generate a lasting impression of your organization. It's at these points that gathering feedback is essential.
Common examples of these experiences include:
After a client support issue has been resolved and a case has been closed
After a product has been purchased
After a training session has been completed by a student
Dynamics 365 Customer Voice can be used to capture opinions and feedback from customers. Surveys can also be used to gather information that is needed, even before a respondent becomes a client.
Use cases of this information capture could include:
Registering for an event that is being held
Requesting details about provided services
Completing a form that has been embedded on an online website product page
Dynamics 365 Customer Voice uses the concept of projects to divide and contain groups of surveys and reports. A project could contain one or many surveys to be used for different events or moments of truth throughout the customer relationship journey.
Keeping these use cases in mind, you can create surveys and processes by using Dynamics 365 Customer Voice to provide a smooth and interactive experience for any organization.
The surveys can contain several types of questions: choice, date, Likert, ranking, rating, text, and Net Promoter Score (NPS). NPS is a metric that is used to analyze the overall loyalty of customers. It measures a customer's perception of an organization, product, or service by asking how likely it is that they would recommend to friends or colleagues. Asking an NPS question on a survey then provides an overall Net Promoter Score, which provides another metric to assess customer satisfaction.
Dynamics 365 Customer Voice is included with select Microsoft Dynamics 365 subscriptions and is available as an upgrade for Microsoft 365 subscriptions. The surveys, questions, invitations, and responses are stored in Microsoft Dataverse.
While this information might help if you are using a Dynamics product or want to build a model-driven app in Microsoft Power Apps, it isn't needed when you are accessing and using Dynamics 365 Customer Voice:
Surveys are created
Survey questions are added to surveys
Survey responses are completed by respondents
Each response has survey question responses that are linked to the survey questions
Survey invitations are sent out to customers or employees, making it a personalized survey
The invites and responses are linked together and are both activities
Contacts can also unsubscribe from Dynamics 365 Customer Voice surveys, which will create an Unsubscribe record to prevent additional survey invitations from being sent
Dynamics 365 Customer Voice uses Microsoft Power BI to display summary information and individual results in rich, real-time analytics. Survey insights are provided to show correlations between one or more questions, which help organizations see patterns in responses and gain a better understanding of customers.
Consider a case closure survey that asks for ratings on various aspects of the support experience (the support representative, the time to respond, knowledge, and so on) and also asks a Net Promoter Score (NPS) question. In an ideal scenario, if all feedback is positive regarding the levels of customer service that was provided, the overall NPS score that was given will likely also be positive. If everything is positive, and the NPS is low, it might be determined that, while the customer service that was provided at that moment was good, the overall opinion that the customer has of the company as a whole is poor; therefore, work is needed to figure out why and improve that opinion.