Six Catalysts

Scalable Feedback Engine Planner

Scalable Feedback Engine Planner

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1GETTING STARTED
2CUSTOMER TOUCHPOINTS
3SYSTEMS + TOOLS
4ANALYSIS + REPORTING

01 : GETTING STARTED

In this section, we ask a few questions in order to classify your business and help us build a profile to improve the relevance of the Scalable Feedback Engine plan for your unique characteristics.

You’ll find it much easier to complete this questionnaire on a device with a full keyboard. If you’re on a smartphone, scroll down to the bottom and tap Email me a continue link to send yourself a link to pick up the work later.

Filling out this questionnaire typically takes 10-15 minutes.
Recipient Email Address
Your plan will be generated on this landing page, but we do not store your plan or the information you enter on our servers. Please enter your email address if you’d like a copy sent to you—once you close this page, the data is automatically deleted and your plan disappears.
What’s the name of your company or organization?
Roughly how many people are employed by your company? Include subcontractors or external parties who you can resource to do work.
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Which industry do you operate in?
How would you characterize your organization’s current state of growth?
What’s your top strategic priority, currently?
Please jot down your top strategic priority.
What do you most want to improve upon within the next twelve months?
Barriers to Action(* Required)
What are the top few things which are impeding your organization’s ability to collect robust and useful customer feedback? Saying “I don’t know” is okay—it can be challenging to surface these barriers. Tap the plus/minus buttons to add or remove lines in this list.

02 : CUSTOMER TOUCHPOINTS

In this section, we ask questions which seek to crystallize the landscape of your existing customer touchpoints—the places where you interact with your customers and the mechanisms used to do so. The answers will be used to customize the framework for connecting feedback touchpoints to collection activities.

If needed, scroll down to the bottom and tap Email me a continue link to send yourself a link to pick up the work later.
Ownership of Feedback Collection(* Required)
Is there currently a single person in your organization who owns the voice of the customer, or who’s responsibility it is to collect and champion feedback from customer groups?
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Customer Segments(* Required)
Who do you sell your products or services to?
What do you provide to your external customers? A brief summary is fine—no need to go into specific, granular detail here.
How often do individual customers generally interact with your business?
Interaction Touchpoints(* Required)
Which communications channels or touchpoints do you currently use to interact with your existing customers?
Please list any other touchpoints where you interact with existing customers.

03 : SYSTEMS + TOOLS

In this section, we ask some questions about your processes, systems, and technology tools. This information is used in creating a personalized collection structure for your Scalable Feedback Engine.

If needed, scroll down to the bottom and tap Email me a continue link to send yourself a link to pick up the work later.
Feedback Collection Tools(* Required)
What types of feedback mechanisms does your organization currently have at its disposal and have used (even just once)?
OTHER : Feedback Collection Tools(* Required)
Please indicate the types of other feedback collection tools that your organization has at its disposal. Tap the plus/minus buttons to add or remove lines in this list.
Frequency of Feedback Collection(* Required)
In aggregate, how frequently does your organization collect feedback from customers?
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04 : ANALYSIS + REPORTING

In this section, we ask some questions about your processes, systems, and reporting tools. This information is used in creating a personalized reporting structure for your Scalable Feedback Engine.

If needed, scroll down to the bottom and tap Email me a continue link to send yourself a link to pick up the work later.
Analysis of Feedback(* Required)
Does your organization currently review feedback, and consider its implications on customers and the business?
Discussion of Feedback(* Required)
Is customer feedback routinely reviewed or discussed in a high-level group setting like leadership or team meetings? Or, are the aggregate results of feedback collection discussed?
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Do your functional teams have regular standups or meetings to review customer feedback together?
YesNoUnsureN/A
Product / Service Development (R&D)
Marketing
Sales / Business Development
Customer Service / Success
Supply Chain / Logistics
Operations
Finance / Accounting
ICT / Information Technology
Feedback >> Insights >> Innovation(* Required)
Does your organization have a structured process for generating insights from feedback, with the objective of using the insights as an engine for innovation?
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To what degree does your organization currently leverage these types of reporting mechanisms?

Pre-Configured Dashboards : dashboards that are designed based on your KPIs, with data sources connected and data visualized automatically at set intervals as the sources update (ex : Google Looker Studio).
Self-Serve Dashboards : dashboards that have a number of parameters available with pre-connected data sources. Individual users can configure their own individual dashboards, and review or update them as they please.
On-Demand Reports : report templates that have been pre-configured in a technology system, and users can request that updated reports be sent to them at predetermined intervals, or when they’re requested.
Static Reports : reports are prepared by a person, and communicated to stakeholders upon completion.
Frequently UsedOccasionally UsedNot Used
Pre-Configured Dashboards
Self-Serve Dashboards
On-Demand Reports
Static Reports
Other (Describe Below)
What other reporting mechanisms does your organization utilize, and how frequently?
Aggregation Tools(* Required)
What tools does your organization use for the aggregation of data, and what specific purpose does each tool serve? In many cases, a collection tool is also an aggregation tool (example : Google Analytics). Don’t currently use any? Just mark “N/A”.
Tool
Purpose
 
Reporting Tools(* Required)
What tools does your organization use for the reporting of data? In many cases, a collection tool is also a reporting tool (example : Survey Monkey). Don’t currently use any? Just mark “N/A”.
Tool
Purpose
 
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