Kinetic Data Product Tour

Kinetic Survey - Overview

Customer Feedback Management

Kinetic Survey brings customer feedback directly into your service management process, using any leading ITSM, ERP and/or HR platform.

  • Rules-based automation delivers the right survey to the right person at the right time. Kinetic Survey Enterprise Feedback Management (EFM) provides control over what action triggers a survey (such as delivery of a service), who receives it, and how often each individual can be surveyed.
  • Easy, flexible survey processes promote higher response rates. Kinetic Survey makes it easy for any trained business user to create a survey, since no development skills are required. And flexible delivery methods—email, the web, phone—provide options for the medium best suited to the type of survey and recipient.
  • Automated feedback improves service. Kinetic Survey automatically routes responses to appropriate personnel based on survey input (for example, alerting a manager of a reported service problem) to assure that issues are followed up on promptly. Detailed information collected on key customer or employee satisfaction metrics provide the foundation for data-driven customer service decisions.
  • Centralized customer feedback management combined with departmental autonomy maximize efficiency. Employee surveys, delivery rules, and data validation are centrally managed; only one master database is maintained; and feedback can be integrated into enterprise business processes. Yet each department can create its own surveys and control the security of its survey data through permission-based access.

Cost-effective enough for a single department, yet powerful enough to manage the diverse needs of an entire organization.

Kinetic Survey enterprise customer feedback management increases internal and external customer satisfaction by enabling surveys that:

  • Provide Sales and Marketing departments with information about customer product and service needs and account management service to improve customer retention and increase sales.
  • Provide IT groups with valuable feedback on the quality and timeliness of service delivery.
  • Provide HR departments with employee satisfaction measures and information to improve benefits and training programs and reduce employee turnover.
  • Provide Finance with cost-justifications for new product/service development, marketing and sales initiatives and internal customer service delivery enhancements.
  • Provide regularly scheduled automated information updates to specific internal and external groups or individuals, such as employees, departments, and customers.
  • Provide data validation in all functional areas for more accurate reporting and analytics.
  • Provide accurate management of non-autodiscoverable assets such as cell phones, projectors, scanners, and furniture.

“If you measure it, it gets done.”

— The IT Service Management Forum