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SupportWorld Live - Schedule Viewer

Covering critical topics across the entire service and support industry and serving the full range of professional needs (from senior management through to the frontline), SupportWorld Live gives you several days in a welcoming, energetic community to focus solely on delivering smarter service and better business outcomes.

Click on session titles for full session descriptions. All times noted are in PT.

Session 707: Surveys That Actually Work

Matt Beran  (Product Marketing Specialist, InvGate)

Location: Grand Ballroom 109/110

Date: Friday, May 20

Time: 9:00 am - 10:00 am

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass - Get your pass now!

Track : Revolutionizing the Customer Experience, Optimizing the Support Organization

Session Type: Session

Vault Recording: TBD

Audience Level: Intermediate

You've talked the talk for user research and persona development...but are you ready to walk the walk? Attend this session to learn how to find the value in your surveys and feedback, and how to use that information to map your customer journey and make more informed decisions.


Attendees will learn:

  • Where numbers and metrics begin and end
  • What NPS is and how to get real answers from it
  • How to approach your service improvement initiative
  • How to write great questions and hack your survey to get more responses