Survey Feedback Program
Do we really read every survey? Absolutely. But what do we do next?
Step 1
You press the Submit button and your survey is immediately input into our survey platform and into our CRM so it is visible to your account manager and all employees throughout Pitney Bowes Software.
Step 2
In each country in which we survey (AU, CA, FR, DE, UK/IRE, US), there is one person focused on coordinating our Voice of the Customer Program who reads each survey and forwards comments to the appropriate functional manager(s). In addition, we have automatic notifications that go to individuals throughout our business so that we can immediately read and see what issue you are facing.
Step 3
Do you remember those questions that ask if you have other comments or reasons why you gave us a rating? We read each of those too. In order to make it easier for the right functional manager to get comments for his/her area, we categorize each comment. We give it a positive or negative rating (we want to recognize what you like as well as those items that you wish to have changed), and put it into one of 29 categories which roll up to 8 functional areas: Product, Licensing, Sales, Customer Service/Tech Support, Consulting, Communications, Training, Orders.
Step 4
Each month, our VOC Operating Committee comprised of senior leadership around the world, meets to review the analysis and trends from the surveys we have received in the prior month. Our Customer Experience VP reports on the actions we are taking in response to customer feedback and the Operating Committee goes back to their respective groups to review the analysis pertinent to them.
Annually
It's not enough to listen to what our Customers are saying. We need to make changes to the business which make those experiences better. Looking back over the year of feedback, we determine if there are specific initiatives needed. Then in December, we ask for PBS Employees to lead or be on the team which owns an initiative that will have specific Customer impact. The employees who participate do so because they want your experience to be better than expected. Over the past 4 years, we have completed over 25 initiatives with more being added each year!
Step 1
You press the Submit button and your survey is immediately input into our survey platform and into our CRM so it is visible to your account manager and all employees throughout Pitney Bowes Software.
Step 2
In each country in which we survey (AU, CA, FR, DE, UK/IRE, US), there is one person focused on coordinating our Voice of the Customer Program who reads each survey and forwards comments to the appropriate functional manager(s). In addition, we have automatic notifications that go to individuals throughout our business so that we can immediately read and see what issue you are facing.
Step 3
Do you remember those questions that ask if you have other comments or reasons why you gave us a rating? We read each of those too. In order to make it easier for the right functional manager to get comments for his/her area, we categorize each comment. We give it a positive or negative rating (we want to recognize what you like as well as those items that you wish to have changed), and put it into one of 29 categories which roll up to 8 functional areas: Product, Licensing, Sales, Customer Service/Tech Support, Consulting, Communications, Training, Orders.
Step 4
Each month, our VOC Operating Committee comprised of senior leadership around the world, meets to review the analysis and trends from the surveys we have received in the prior month. Our Customer Experience VP reports on the actions we are taking in response to customer feedback and the Operating Committee goes back to their respective groups to review the analysis pertinent to them.
Annually
It's not enough to listen to what our Customers are saying. We need to make changes to the business which make those experiences better. Looking back over the year of feedback, we determine if there are specific initiatives needed. Then in December, we ask for PBS Employees to lead or be on the team which owns an initiative that will have specific Customer impact. The employees who participate do so because they want your experience to be better than expected. Over the past 4 years, we have completed over 25 initiatives with more being added each year!