Follow-up - The Secret of Success

Once you have conducted your initial survey, QuestBack provides you with a unique method of performing follow-up activities, directed towards individuals or groups of respondents. By doing so, you will be able to gain in-depth knowledge about your respondents, information that you were not aware of and did not have access to previously.

Using this information and knowledge, you will be able to focus your communication towards the relevant target audience within your respondent selection. In QuestBack there are two ways of doing this: either through a follow-up survey or through direct dialogue.

Follow-up survey

This feature allows you to either send out a survey to everyone who responded to a survey - or to send it to a specific group of respondents - regardless of whether they answered with Hidden Identity, or not. The respondents you have chosen will now receive a new survey that will enable you to get further in-depth knowledge about them and ultimately act on the information gained.

Follow-up dialogue

This functionality allows you to send out information to everyone who responded to a quest - or to a specific group of respondents - regardless of whether their identity is hidden, or not. An example could be a survey that you sent out to get feedback on your support department. Let’s say that 20% of respondents stated that they were not satisfied with the support department’s availability. Based on those findings, you have taken action to improve your call routing in the support department. But you don’t want to tell the satisfied support clients that you had problems. QuestBack allows you to send a notification to the dissatisfied customers only, informing them that - based on their feedback - the availability of the support department has now been improved.

The result will be a powerful combination of increased knowledge and a strengthened relationship with your respondents.