Explorance Using Blue software for Follow-up Customer Surveys

To show how a Learning Experience Management (LEM) strategy can make a difference to an organization, Explorance decided to start with the survey component of LEM in late 2013. We decided to make use of our Blue software to systematically receive feedback from our customers based on the various interactions they’ve had with us.

The first one developed was the Explorance Customer Expectations project where questions were posed to new customers asking them about the reasons they chose Blue and their short and long term goals. It is a very short survey that helps Explorance to better understand what the important factors in acquiring Blue are, and what the key expectations are from the Blue software.

Using the key expectations from the first survey above allows us to later on survey our customers near the end of their ‘Implementation Phase’ to ask them if their key expectations were met. This Customer Experience project provides invaluable feedback to our Professional Services team to help them improve their methods, strategies and processes. It also gives feedback to our Product Management team with questions about Blue’s feature set and if there is anything additional the customer would like to see in the Blue software.

The third project, ‘Explorance Customer Feedback – Training’, provides detailed feedback that is used continuously to fine-tune our training services.  Using the feedback from this project we have been able to provide a better balance of lecture and hands-on training and have improved our delivery method. With each additional training that is provided, more feedback is received that improves our offering further.

Performing these surveys fulfills one step in the LEM strategy of continuous improvement. By issuing these surveys for each new sale, each implementation and each training, we gather the information needed to effect change in how we do things which we can then have evaluated in subsequent surveys. Once those subsequent surveys are filled out, the cycle starts over again where we are given additional feedback to help us improve.

There are additional projects in the works, for example, a Customer Loyalty survey and a Customer Support survey. The former will ensure our customers’ use of Blue evolves with their changing needs and the latter will give our support team feedback about what are the top priorities in terms of service provided.

If you are already an Explorance customer, or soon will be one, any feedback you can give us to help us get better will be to both of our benefit.