INFORMS Open Forum

Good Afternoon,

I was recently tasked with assessing/ re-desiging our customer satisfaction survey process. In the past, this was a general survey that did not provide great insight into how our devision performed or how we were viewed by our customers. This survey had been conducted via Survey Monkey, then the data was extracted and used in basic pivot tables; the questions were not designed correctly, and the response rate was so low that it could not accurately reflect customer satisfaction.

Since we have undergone a massive change, and leadership is now embracing a data-driven culture, we have the opportunity to develop a satisfaction framework properly. The first key to this is moving away from Survey Monkey; I have previous experiecne using Qualtrics, however I don't know many other platforms beyond this. 

My ask to the community is, has anyone else undergone this process that could provide some insights on things we should be considering in this development, and/ or what other platforms have people worked with that we should research. A few criteria we are looking for a) real time survey deployment based off a consumer action, b) approximalty 250k or more annual repsondents.

Any help or insights that can be provided would be greatly appreciated.

Regards,