Piab has requested that SQLI, leveraging their strong partnership with the Qualtrics Experience Management platform, create a solution to capture customer feedback while browsing the current website. The Qualtrics Experience Management platform allows companies to measure and optimise their customer experience via tailored survey software.
As Piab aims to launch a new website in Q4 2020, it was important that they could gather feedback with a partner / software combination that ensures a professional set up, ease of use, and desired result in a short time frame. Questions regarding ease of finding products and overall satisfaction with the website will allow us to make this comparison on a feature level. To achieve a clear customer focus, a solid foundation will be built by analysing and prioritising these findings, which will then be used as direct input to enhance the website moving forward.
SQLI leveraged the capabilities of the Qualtrics platform in order to craft a considered set of questions to collect both qualitative and quantitative data from existing and prospective customers. An intercept was implemented to ensure that the survey would be presented at a logical moment within the users journey as they have spent a certain amount of time on the website (depending on response rate, this is monitored and altered if need be). Customized dashboards ensure that admin receive all necessary data to digest survey results at a glance.