I recently placed a phone call to my bank’s support line where I was instantly connected with an agent because they recognized the phone number I was calling from. Impressive, right? Not only was I moved into a faster queue specifically for current bank customers, but when the representative came on the line she already had my full profile pulled up. She verified my identity by asking me a few security questions and we were on our way resolving my banking needs.
Over the past few days, I’ve been mentally revisiting the experience. If you’ve ever been stuck on hold only to have to re-explain yourself again or unnecessarily re-routed through confusing menus, you know what a big deal such simplicity can be. What it demonstrated to me was that the customer experience can be impacted from the first ring of the phone – even before anyone answers! With what this particular bank has accomplished, it’s no surprise they’re highly ranked in the customer experience index and the net promoter index of customer loyalty.
So, what’s their secret? From my phone encounter, it’s clear to see that they are using information they already know to create a highly personalized experience. They use data about their callers to prioritize and properly route calls from both prospects and customers. The experience for the caller is seamless and less stressful than trying to navigate a complex phone system and having to submit personal information via the phone’s keypad.
The benefits of providing excellent behind-the-scenes customer service are what make Data Population a powerful survey feature. Data Population is a straightforward option that allows you to pre-fill your survey with information you already know about participants. This feature not only helps you personalize your surveys, but also avoids survey fatigue for participants.
Data Population is broadly classified in two categories: Pre-Population and Post-Population.
- Pre-population allows you to enter known data about participants in order to save time and improve data for reporting. For example, if you’re sending a survey to your employees, you probably don’t need to ask them to fill in their name, department, or job title.
- Post-Population allows you to add data to the survey after participants have submitted their responses. For example, if someone has registered for your conference, you might want to add a follow-up note once you know whether they attended.
Regardless of the type of Data Population you use, finding ways to incorporate data you already know about someone will make the experience more pleasant for them. Happy customers and employees are well worth the extra set-up step. Click here to watch how easy it is to use Pre-Population.
Ready to give Data Population a shot? Try Sogolytics for free!
