As a customer, are you bombarded daily with surveys from products and services that you purchased? 

In this episode, we take a look at why from a customer success perspective getting feedback from our customers is so important while avoiding survey fatigue. 

We are joined by our Director of NA Customers Success Management, Angela Bailey-Cantu and Marketing and Communications Manager, Jordy De Jager from our partner GeONE, to talk about how SaaS companies are implementing surveys to improve the way they do business and make customers advocates of their products and services .

Topics:

• What are Customer Satisfaction Surveys? (5:50)
• What are the benefits of using Customer Satisfaction Surveys? (8:32) 
• When to send these surveys out. (12:46)
• Length and frequency of surveys. (14:06)
• Which customers to send surveys to. (15:19)
• Following up on surveys. (16:17)
• Automating surveys. (17:25)
• Project Delivery Surveys. (19:06)
• Net Promoter Score (NPS) Surveys. (21:12)
• What happens if you don't run surveys? (28:35)
• Advice on running surveys. (29:40)

Hosts:
Shobha Mahtey (Partner Customer Success Program Manager, M-Files):  https://www.linkedin.com/in/shobhamahtey/ 
Patrick Dixon (Customer Success Engineer, M-Files):  https://www.linkedin.com/in/dixonp/ 

Guests:
Angela Bailey-Cantu (Director of NA Customer Success Management, M-Files):  https://www.linkedin.com/in/angela-bailey-cantu-2402435/
Jordy De Jager (Marketing and Communications Manager, GeONE):  https://www.linkedin.com/in/jordydejager/ 

Website:  https://www.m-files.com
Podcast feedback: Email shobha.mahtey@m-files.com