customer survey dynamics crm 2016In a competitive market, customers continually judge us on service quality, timeliness of response, and resolution times.  How do we meet these challenges as an organisation?

One such method is through surveys and questionnaires. Voice of the Customer is a new Dynamics CRM 2016 feature that was created to do exactly that. With Voice of the Customer, we can easily set up surveys, distribute them to contacts via workflows, and capture responses.

In this blog, I will show you how to setup and configure personalized surveys with the new ‘Voice of the Customer’ solution.

Step 1: Log into the Office 365 Admin Control Panel

Office 365 Admin Control panel

Step 2: Install Voice of the Customer Solution

Navigate to the ‘CRM Online Administration Center’ and click on Solutions.

CRM Online administration center


Highlight the ‘Voice of the Customer’ solution and click Install.

CRM voice of the customer


Accept the Terms of Service by clicking Install.

CRM voice of the customer terms of service


Wait for the solution to be installed into your Dynamics CRM instance.

CRM voice of the customer installation


Once installed, it should show a status of “Installed”.

CRM voice of the customer installation 2


Step 3: Enable Voice of the Customer Solution

Log onto your Dynamics CRM instance. Navigate to Solution Manager, and click on the newly installed ‘Voice of the Customer Solution’.  Click on the Configuration page, accept the Terms and Conditions, and click Enable Voice of the Customer Solution.

CRM voice of the customer configuration

Step 4: Configure Voice of the Customer

After successful installation of the Voice of the Customer solution, a number of new navigation menu items would have been created.

CRM voice of the customer configuration 2


A default configuration record would have also been created. You can view and modify the configuration form from a new Settings menu called Voice of the Customer Configuration.

This record has parameters for customising your VoC configuration. In this example, I left them as is.

CRM voice of the customer configuration 3

Step 5: Create a new Voice of the Customer Theme

Within the Voice of the Customer main navigation menu item, there is a new entity called Themes. From here, you can specify the colour scheme for your survey.  The following is the default theme which I was quite satisfied with for the purpose of this demonstration.

CRM voice of the customer colour theme

Step 6: Create a Survey Template

Survey templates allow you to apply themes, behaviour controls, as well as question/response configurations.

Open the Default Survey Template and modify the main form as required.

CRM voice of the customer default survey template


Next, switch to the Designer form. Tailor the Welcome page to reflect the message you would like your recipients to see upon first opening the survey.

CRM voice of the customer designer form


Continue to Page 1 and add your questions via the drag-and-drop editor.  Hint: You can double-click on questions on the form for more editing options.

CRM voice of the customer drag and drop editor


Next click Publish.

publish button

Step 7: The Survey Dashboard

A third form is created for each survey template, that is the Dashboard form, which displays statistical information about your survey responses.

CRM voice of the customer survey dashboard


Step 8: Sending Out Surveys

A new custom activity has been created called Survey Activity.  Navigate to an Account or a Contact record, and add a new Survey Activity.

add new survey activity


Fill out the mandatory fields as well as any other additional settings and click Save.

CRM voice of the customer new survey activity


A workflow will then create an ‘Invitation link’.  Hint: You can automate this process through a Workflow process (e.g. upon Close of a Case).

CRM voice of the customer invitation link

Step 9: Test your Survey

By clicking on the invitation link above, the client browser will be directed to the Voice of the Customer survey.

Test that it works by submitting a response.

CRM voice of the customer survey response


CRM voice of the customer survey response 2

Navigate to the Survey Responses entity within Dynamics CRM and you should see your survey response appear.  Hint: Responses are retrieved on a scheduled basis, if it does not automatically appear, you can trigger retrieval automatically or in my case I waited five minutes.

survey responses entity


And there you have it, how to quickly create customized surveys to send to your customers. There are many other options which I have not covered in this brief blog, but once you have created your first survey, it should not take very long to understand what each of the options does.  I wish you all the best with it. And if you have any comments/questions/feedback for me, please do leave it in the comments section below.