How Dynamics 365 Customer Voice Works?
Create a new survey, as part of a new project or an existing project, by using one of the available templates or start building a survey from scratch. Surveys can be kept one per project, or put multiple surveys in a project to keep common metrics and settings to simplify management.
Survey templates include periodic customer feedback, order delivery, service visit and support - to help capture feedback on any and all types of customer interactions.
Once a new survey is opened, users can edit the survey by accessing the "Customisation" pane which has the following options:
Satisfaction metrics - using survey answers to understand in-depth how customers are feeling
Branching - define flow of the survey by choosing to hide questions, move to another question or open links based on previous answers
Variables - personalise messages within the survey by automatically inserting custom information, for example the customer's name
Languages - allow customers to view your survey in multiple languages
Branding - edit the appearance of the survey to match company branding
Formatting - customise the overall survey by adding elements such as a progress bar
After the survey is designed, use the preview feature to see how it will appear across desktops and mobile devices. Users can also share this with peers from within Customer Voice. Then simply select the appropriate option to distribute. Share with customers via an automated workflow or email, embed within a web page, or copy and paste it within an app.
Post-Survey Elements
Follow up
Set alerts to promptly follow-up feedback, whether that be an alert for high ratings so that happy customers are followed up with a "Thank You" email, or an alert for account managers to be notified of low ratings from a customer. The "Customer Satisfaction Champions" table shows which team members are receiving the highest ratings.
Analytics
Users can see if emails have been opened and read, and real-time feedback from the surveys is directly put into the views users spend the most time in.
View the "Satisfaction Metrics" dashboard to see a holistic view of the feedback being received. Each metric is shown using different visualizations to help users see at-a-glance how customers are feeling across:
Customer Sentiment: based on AI scans of text-based questions to understand the overall tone
NPS (Net Promoter Score): based on rating questions for the likelihood of customers recommending the company
CSAT (Customer Satisfaction): based on rating questions for individual interactions
Integration
Connect feedback into everyday applications and workflows, including Dynamics 365 modules, Power BI, Power Apps and Power Automate. This could be something as simple as being able to open customer and account records from Dynamics 365 in Customer Voice to see elements such as recent activity.
Examples of using Power Automate to handle survey invitations can include sending a survey after a meeting, when cases are resolved, or distributing regular customer satisfaction surveys.
Pricing
Customer Voice is included for Dynamics 365 Enterprise users (Sales Enterprise, Customer Service Enterprise, Field Service, Marketing and Project Service Automation licences); with entitlement to a capacity of 2000 survey responses per tenant/month by default. Additional response capacity can be purchased as an add-on.