Step-by-Step Guide to Measuring Customer Satisfaction Using Dynamics 365
You want to know what your customers think and feel. Measuring customer satisfaction helps you find problems and build trust. When you get feedback and use it, your business can keep more customers and make them loyal. Many companies use tools like Dynamics 365 to collect and organize feedback. These tools help you see patterns and spot big problems. This way, you can make your service better for everyone.
Key Takeaways
Set up Dynamics 365 Customer Voice to make and send surveys by itself. This saves time and helps you get feedback easily.
Connect survey answers to customer records. This lets you see how happy customers are over time. You can also find patterns that help make service better.
Write survey questions that are clear and easy to understand. Use different types like CSAT, NPS, and CES to get honest and helpful feedback.
Send surveys by email, SMS, web links, or QR codes. This helps you reach customers wherever they are and get more answers.
Use Dynamics 365 dashboards and real-time reports to see feedback right away. You can act fast to make the customer experience better.
Set Up Dynamics 365 Customer Voice
Access Customer Voice
To begin, you need to set up Customer Voice in Dynamics 365. Here are the steps you should follow:
Sign in to Office.com with your work account.
Open Dynamics 365 Customer Voice from the app list or use the website link.
Click "+New project" to start a new Customer Voice project.
Pick a survey template, like "Order Delivery," and press Next.
Choose where you want to keep your survey data.
Make your survey and change things like branding, language, and personalization.
Look at your survey to check if it looks good.
Press "Send" in the survey, then pick "Automation" to set up automatic sending.
Make a Power Automate flow from the beginning. Add a Dataverse trigger for new Leads.
Add an action to send the survey with the Customer Voice connector. Match the lead’s email and pick the right project, survey, and email template.
Save your flow and try it by making a Lead in Dynamics 365 or Dataverse with a real email.
Make sure the lead gets the survey invite and can send feedback.
Watch answers in the Customer Voice response area.
Tip: If you set up automation early, you can collect feedback without doing extra work.
Link to Customer Records
You should always connect survey feedback to customer records in Dynamics 365. This helps you track how happy customers are over time, not just once. When you link feedback to customer profiles, you can see patterns and learn what makes customers happy. You can also fix problems fast and talk to certain customers. This way, you can spot trends, change your service, and make better choices. By using feedback with customer data, you get a clear and true picture of satisfaction in your business.
Create Surveys
Add Questions
When you make survey questions, keep them clear and simple. Good questions help you get honest answers. Here are some tips to help you write better questions:
Use words that are easy to understand. Do not use hard words or slang.
Make each question short and about one thing.
Do not ask questions that push people to answer a certain way.
Make sure everyone can use your survey. Use colors that are easy to see, big letters, and add text for pictures.
Give your survey in more than one language if needed.
Try your survey with real people and check if it works for everyone.
Do not ask too many questions. Keep it short so people finish it.
Use rules to make sure people answer all the important questions.
Tip: If your questions are clear and fair, you will get better answers and more people will reply.
You can use different kinds of questions to learn more. Use CSAT to see how customers feel after something happens. Add NPS to find out if people would tell others about your business. Use CES to see if it is easy for customers to get help or do things. When you use all these question types, you can see what makes customers happy and loyal.
Apply Branding
Make your survey look like your company. When your survey matches your brand, people trust it more and want to answer. You can change your survey in many ways:
Pick colors for the top, background, and buttons. You can use color codes or choose from a list.
Choose the style and size of the letters for titles and other text.
Put your company logo at the top. You can upload a picture that is not too big.
Add a background picture to make your survey look special. Make sure the picture is the right size.
Use customer names or other details to make the survey feel personal.
Look at your survey on a computer and a phone to make sure it looks good everywhere.
Note: A survey that looks like your brand helps people know it is from your company and looks professional.
Use Survey Logic
Survey logic helps you ask better questions. You can show only the questions that matter to each person. This keeps your survey short and makes people want to finish it.
Make rules so people only see questions that fit their answers.
Test your survey to make sure it works before you send it.
Change how questions look if someone answers a certain way.
Give points to answers to help you measure satisfaction better.
Connect answers to customer records. You can update or make new leads from answers and link feedback to your CRM.
Pro Tip: Using smart survey logic helps you get better data and learn more about what your customers want.
Distribute Surveys
You need to reach your customers in the best way. There are many ways to send surveys. Each way helps you talk to customers where they spend time.
Email and SMS
You can send surveys by email or SMS. Email is good for sending to certain people. You can make each message special and send it at a good time. SMS is fast and people read texts quickly. This makes SMS great for getting feedback right away. You can also use live chat or phone calls to ask people to take your survey. Virtual agents can help send surveys and answer questions about them.
Tip: Use special emails and SMS to get more answers. People reply more when you reach them at the right time.
Web and QR Code
You can put surveys on your website or use QR codes. Put a survey link on your help page or order screen. This lets people give feedback while it is still fresh. QR codes work well at events or in stores. People scan the code with their phone and go to your survey. You can also use event tools to send surveys during meetings or conferences.
Automate Distribution
You can use workflows to send surveys automatically. Set up a workflow to send a survey after someone buys something or closes a support ticket. Automation helps you get feedback fast. You do not have to send each survey yourself. When you automate, you get more answers and better data. People answer while they still remember their experience. You can use Power Automate to connect your survey to other apps and send surveys when customers do something.
Note: Always keep customer data safe. You can ask people to sign in, let them answer without a name, or only let each person take the survey once. Use special links to track answers. Set dates for when survey links stop working. Use security roles to control who can see data and follow rules.
Track and Analyze Results
Watching and studying customer satisfaction helps you know what is good and what needs to get better. Dynamics 365 gives you strong tools to measure, see, and use feedback right away.
Monitor Metrics in Dynamics 365
You can watch many important numbers in Dynamics 365 Customer Voice. These numbers help you know how customers feel and where you can do better. Here are some of the most helpful numbers you can check:
Customer Satisfaction (CSAT): Shows how happy customers are with your service or product.
Net Promoter Score (NPS): Tells you if customers will tell others about your business.
Sentiment: Looks at words in comments to see if they are positive, negative, or neutral.
Custom Scores: Mixes answers from different questions to give a total satisfaction score.
First Response Time: Checks how fast you answer customer questions.
Case Resolution Time: Shows how long it takes to fix customer problems.
First-Time Fix Rate: Tells you how often you solve problems the first time.
You can use different question types in your surveys, like ratings, rankings, and free text, to get more feedback. Linking these numbers across surveys helps you see changes and trends over time without extra work.
Tip: Send surveys automatically after important events, like when a support case closes, to get quick and useful feedback.
Here is a table that shows some main satisfaction numbers and how you can use them:
Use Dashboards
Dashboards in Dynamics 365 help you see all your survey results in one place. You can use built-in dashboards or make your own to watch the numbers that matter most to you. Dashboards show charts, lists, and links, so it is easy to find important information.
Centralized Monitoring: See all your survey data together for a full view.
Customization: Pick which numbers to show and how they look. Make personal dashboards for your job or use system dashboards for your whole team.
Integration: Connect dashboards with other Dynamics 365 parts, like Sales or Customer Service, to link feedback with customer records.
Real-Time Insights: Get new information as soon as customers answer.
Collaboration: Share dashboards with your team to work together and make customers happier.
You can also use Power BI with Dynamics 365 to make interactive dashboards. Power BI lets you mix survey data with other business data, set up alerts, and share reports safely. You can filter data by date, compare results over time, and even see dashboards on your phone.
Real-Time Reporting
Real-time reporting in Dynamics 365 gives you quick access to customer feedback. You can see new survey answers in seconds, so you can act fast to help customers. Supervisors can watch contact center work, check agent performance, and find problems as they happen.
Immediate Insights: Data updates every few seconds, so you always have the newest information.
Accurate and Secure: All data stays current and follows privacy rules.
Trend Analysis: Custom dashboards help you find patterns and trends fast.
Operational Efficiency: Manage work, give out tasks, and watch conversations in real time.
Real-time analytics also help you know what makes customers happy. You can see which teams or places do best, track satisfaction in campaigns, and find ways to get better. Many groups using real-time data have made more money and kept more customers.
Note: Real-time reporting and dashboards in Dynamics 365 help you make smart, data-based choices that improve customer satisfaction and loyalty.
Take Action on Feedback
Automate Follow-Ups
You can make feedback faster and easier with automated follow-ups. When a customer finishes a survey, you can use Power Automate to do things based on their answers. For example, you can send a thank-you email after someone sends a survey. You can tell your team if a customer gives a low score. You can remind people to finish surveys they did not complete. You can make tasks or tickets for your support team to follow up. You can also let team members in Microsoft Teams know when urgent feedback comes in.
Surveys can also go out by themselves after big events, like closing a support case or finishing an order. This helps you get feedback at the best time. When you link survey answers to customer records, your team can reply fast and keep track of every talk.
Tip: Automated follow-ups help you fix problems quickly and show customers you care about their experience.
Improve Processes
Survey answers help you find ways to make your service better. When you look at feedback, you can see patterns and fix problems before they get bigger. Many groups use dashboards to watch important numbers like Net Promoter Score and customer satisfaction. This helps you know what matters most to your customers.
Use survey answers to find common problems and make your work better.
Share feedback with your team so everyone knows what customers want.
Make your service personal by learning what each customer needs.
Set up customer journeys that use feedback and help customers get better results.
Studies show most customers feel more loyal when companies listen and act on their feedback. When you use survey answers to make changes, you build trust and help customers come back. Real examples show that companies who use feedback see higher satisfaction and stronger loyalty.
When you measure satisfaction with Dynamics 365, you can see what customers need. This platform lets you find problems and set up follow-ups automatically. You can also use real-time analytics to make better choices. Advanced analytics help you find trends and use feedback to make products and services better. You can add survey results to your business steps to help your team work together and come up with new ideas. When you keep getting better using customer feedback, people stay loyal, your service gets better, and your business does well.
FAQ
How do you send surveys automatically in Dynamics 365?
You can set up Power Automate flows to send surveys after key events, such as closing a support case. This helps you collect feedback without manual work.
Can you track individual customer feedback in Dynamics 365?
Yes. When you link survey responses to customer records, you can see each customer’s feedback history. This helps you spot trends and respond quickly.
What types of questions can you add to surveys?
You can add CSAT, NPS, CES, rating scales, multiple choice, and open-text questions. This lets you measure satisfaction and gather detailed feedback.
How do you view survey results in real time?
Use built-in dashboards and real-time reporting in Dynamics 365. You can see new responses as soon as customers submit them.
Is it possible to customize the look of your surveys?
Yes. You can add your logo, choose colors, and personalize messages. Branded surveys help build trust and increase response rates.