Exploring the use of SharePoint forms in creating and managing customer feedback and satisfaction surveys

SharePoint is a powerful platform that can be used for a variety of purposes within an organization. One of its key features is the ability to create and manage forms, which can be used to collect data from users and automate processes. In this article, we will explore how SharePoint forms can be used to create and manage customer feedback and satisfaction surveys.

What are SharePoint forms?

SharePoint forms are web-based forms that can be created using SharePoint's built-in form creator. These forms can be customized to collect specific information from users, and can be integrated with other SharePoint features such as workflows and document libraries. SharePoint forms can be accessed and filled out by users through a web browser, making them accessible to anyone with internet access.

Creating a customer feedback form

The first step in creating a customer feedback form in SharePoint is to define the specific information you want to collect from your customers. This could include their contact details, the product or service they are providing feedback on, and their overall satisfaction rating. Once you have defined the form fields, you can use SharePoint's form creator to build the form.

To create a customer feedback form, follow these steps:

1. Log in to your SharePoint site and navigate to the desired location where you want to create the form.
2. Click on the "Add an app" option in the site contents page.
3. Search for "Custom List" and click on it to create a new list.
4. Give your list a name, such as "Customer Feedback," and click on "Create."
5. In the list settings page, click on "Create Column" to define the fields for your form.
6. Give each field a name and select the appropriate data type (text, number, choice, etc.).
7. After defining all the fields, click on "Save" to save the list settings.
8. Your customer feedback form is now ready to be used.

Managing customer feedback

Once you have created your customer feedback form, you can start collecting feedback from your customers. SharePoint provides various tools and features to help you manage and analyze the feedback data.

Some of the ways you can manage customer feedback in SharePoint include:

• Viewing and exporting feedback data: You can easily view and export the feedback data collected through your form. SharePoint allows you to filter and sort the data based on different criteria, making it easy to analyze and identify trends.
• Creating workflows: SharePoint workflows can be used to automate processes based on the feedback received. For example, you can create a workflow that sends an email to the customer service team whenever a negative feedback is received, or that triggers a follow-up survey for customers who have expressed dissatisfaction.
• Collaborating on feedback resolution: SharePoint's collaboration features allow you to collaborate with your team members on resolving customer feedback. You can use features like document libraries and task lists to assign tasks, track progress, and share relevant information.
• Generating reports and dashboards: SharePoint provides out-of-the-box reporting and dashboard features that allow you to visualize and present your feedback data. You can create custom reports and dashboards to track key performance indicators (KPIs) and monitor customer satisfaction over time.

Benefits of using SharePoint forms for customer feedback

Using SharePoint forms for customer feedback offers several benefits:

1. Centralized data collection: SharePoint forms allow you to centralize the collection of customer feedback data. All the feedback is stored in a single location, making it easy to access and analyze.
2. Automation of processes: SharePoint workflows can automate processes based on the feedback received, saving time and reducing manual effort.
3. Collaboration and communication: SharePoint's collaboration features enable effective collaboration and communication among team members, allowing for efficient resolution of customer issues.
4. Customization and flexibility: SharePoint forms can be customized to fit your specific requirements and can be easily modified as your needs change.
5. Integration with other SharePoint features: SharePoint forms can be integrated with other SharePoint features such as document libraries, task lists, and reporting tools, providing a comprehensive solution for managing customer feedback.

Conclusion

SharePoint forms provide a powerful and flexible solution for creating and managing customer feedback and satisfaction surveys. By leveraging SharePoint's form creator, workflow capabilities, and collaboration features, organizations can streamline their feedback collection processes and improve customer satisfaction. Whether it's collecting feedback on a product, service, or overall customer experience, SharePoint forms can help organizations gather valuable insights and take action to address customer concerns.