Zencity Experience Survey

Introduction

Experience Surveys explore customer experience (CX) by gathering feedback from individuals who interact with various service providers. Organizations typically use them to determine how well they are performing and where they need to improve. This feedback is crucial for assessing and enhancing service quality. In local government, agencies use the feedback to assess service performance, monitor staff interactions, and analyze suggestions for improvement.

How Experience Surveys Work

Whenever a person (Actor) interacts with a service provider (Service Provider), it involves receiving a specific service (Service Type) and, often but not always, engaging with a staff member (Staff). We refer to this occurrence as the Interaction. Typically, a record of this interaction is created (Case Record). Interactions can vary in duration:

• Short-term Interactions: These last only a few minutes (e.g., a traffic stop).
• Long-term Interactions can extend over months (e.g., a 311 public works request).

Completion of Interactions

When an interaction is completed (resolved), the service provider can issue an Experience Survey to the actor. This survey allows the actor to evaluate the specific interaction and the service provider in general.

Survey Process

1. Notification: The actor receives a notification requesting they complete a survey. The notification timeframe varies depending on your preference. Notifications are sent through SMS and Email.
2. Submission: If the actor chooses to participate, their responses are recorded as a survey submission.

The Importance of Experience Surveys

Experience surveys are key to understanding the efficacy and quality of services provided. They help to:

• Gauge Customer Satisfaction: By collecting feedback directly from the individuals who receive services, you can measure satisfaction levels.
• Identify Areas for Improvement: Feedback highlights specific areas where services may be lacking and need enhancement.
• Enhance Accountability: Regular surveys ensure that service providers remain accountable for the quality of their interactions.
• Inform Policy and Decision-Making: Survey data can inform broader policy decisions and strategic planning. 

Data Integration and Analysis

Experience survey integration involves integrating your case record management system ( CRM, CAD/RMS, or any other organizational system) with Zencity’s survey platform. The integration process is done once, enabling a seamless survey distribution process. There are various ways to integrate the case record data:

• API Integrations: APIs (Application Programming Interfaces) enable data to be sent and received between the survey platform and other software, automating the survey distribution and data collection process.
• Webhooks: Webhooks are automated messages sent from one system to another when a specific event occurs. For example, when a survey is completed, a webhook can trigger an action in another system, such as updating a customer's profile in a CRM.
• Embedding Surveys: Experience Surveys can be embedded into emails, websites, or apps using HTML or JavaScript. This allows for seamless integration where users can fill out surveys without leaving the platform they are currently using.
• Data Export/Import: Some integrations involve exporting data in formats like CSV or Excel and then importing it into another system. This can be done manually or automated through scheduled data transfers.
• Custom Integrations: In cases where pre-built integrations are unavailable, custom integrations can be developed. This involves using APIs and webhooks to create tailored solutions that meet specific business needs. Zencity’s technical team will make sure to find the optimal custom solution in partnership with your technical representatives. 

Once an integration is set up, Zencity processes the data from both the case record and the survey submission and presents an analysis of the responses on a live dashboard. This dashboard offers a comprehensive analysis of resident feedback, categorized by “service type” and other criteria, focusing on subjective experience through a standardized question set. Questions are assigned with Key Performance Indicators (KPIs). The standard version uses the following KPIs:

1. Overall Performance
2. Service Performance
3. Staff Performance
4. Reliability Rating

Example Use Cases

Use Case 1: 311 Service Requests

A city allows residents to submit 311 service requests. Once these requests are resolved, an email or SMS is sent to the submitter two days later, inviting them to complete a survey to help improve service delivery.

Use Case 2: Police Department Traffic Stops

A police department issues a special QR code during routine traffic stops. This code asks individuals to share their experiences by scanning the code and completing a short survey.

Use Case 3: 911 Handling Service

A 911 handling service follows up with a subset of callers three days after their report, asking them to complete a survey about their recent experience.

Conclusion

Zencity's Experience Surveys provide valuable insights into service providers' interactions with the public. By collecting and analyzing feedback, service providers can continuously improve their services and better meet the community's needs.

Please contact your dedicated Customer Success Manager for further assistance or more information.