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Ad Hoc Surveys

Charles Jorgensen
Updated

For a Rant & Rave survey, the term ad hoc can mean two different things.

  1. Static ad hoc - sending a transactional survey with your consistent surveying methodology (score and comment) to a different audience to your usual transactional programme.

    Example: you currently send two types of surveys to customers, one for after a call to your contact centre (post call survey), and one for after an engineer visit (post repair survey). Both surveys ask a score metric question, e.g. csat 1-5, and then ask for a verbatim answer of why you gave that score.

    A static ad hoc survey would be used if you need to ask the same score and verbatim question to a different set of customers e.g. customers who raised a complaint. The score metric will be static, i.e. your existing score question followed by verbatim, but you can provide an introduction or context for the question when triggering the survey.

    For static ad hoc surveys please speak to your customer success manager.

  2. Dynamic ad hoc - building bespoke, campaign based surveys with unique questions that might change from time to time, e.g. to conduct deep dive research surveys. These surveys will:
    • Use an email to web form channel.
    • Be sent once per campaign.
    • Have multiple questions.
    • Have different questions for each campaign.
    • Only need a small team of people to be able to access the results/reports.

Note: this help documentation only covers dynamic ad hoc surveys.

Rant & Rave has two standard configurations for self-serve, dynamic ad hoc surveys. Once configured, your chosen option allows you to build a survey without relying on a Rant & Rave change request.

To configure a dynamic ad hoc survey, or for more information about ad hoc surveys, please contact your customer success manager.

Note: training for ad hoc surveys can be provided by Rant & Rave.

Tip: using Rant & Rave for ad hoc surveys also enables you to ask a free text verbatim question to capture more information from your customers. This verbatim answer can be pointed to your existing comment field in the dashboard, analysed by the Rant & Rave sentiment engine, and processed using your existing taxonomy.