1) CSM (https://www.servicenow.

com/products/customer-service-management/what-
is-csm.html#:~:text=the%20digital%20revolution.-,What%20is%20Customer
%20Service%20Management%20(CSM)%3F,quickly%20resolve%20issues%20and
%20requests.)
Customer service management is the orchestration of tasks between customers, customer
service, and other teams to quickly resolve issues and requests.

Pricing for the year 2024

Basic (Personal) Premium (Personal) Business$99.00per

FreeFree
$19.00per month $29.00per month month
$19 per month billed $29 per month billed $99 per month
Features
yearly yearly billed yearly
Three Active
$39 per month billed $59 per month billed $199 per month
Survey
Quarterly Quarterly billed Quarterly
Projects
10
Questions Features Features Features
Per Survey
Classic &
500 Responses per Includes features of 10,000 Responses
Chat
Month Basic plan, plus per Month
Surveys
Self 1,500 Email Shares 2,000 Responses per 30,000 Email
Notifications per Month Month Shares per Month
Custom
6,000 Email Shares
Reports 1 user included 2 Users Included
per Month
Filter
Everything in Basic
Workspaces Unlimited Questions White Labelling
plan, plus
Share Via
Link, Upload Logo & Fav
Display Logic 1 user included
Embed, QR Icon
Code, Email
Response Add Logo To
Skip Logic Expressions
Notifications Reports
Embedded
Scoring Case Management Smart Contact List
Survey
1500+ App
Customizable Email
Integrations 10,000 Contacts Case Management
Templates
With Zapier
Share Via Email,
Share Via Email, Social, Email
100 APIs Per
Social Media, Email Unlimited Contacts Embed, Link, QR
Day
Embed, Web URL Code, SMS and
Portal
Microsoft
Teams Schedule Close Date Custom CSS Sentiment Analysis
Integration
Google
Phone Number
Analytics File Upload Constant Sum
Validation
Integration
Slack Data Exports (CSV,
Survey Redirects Group Rank
Integration PDF, XLS)
Generate Custom Multiple Thank You
Photo capture
Charts & Reports Pages
Variables/Hidden
500 APIs Per Day Custom CSS
Fields
Google Sheets Question & Answer Edit Survey
Integration Piping Responses
Facebook Pixel
Randomization 1 Free Custom SSL
Integration
Recurring Surveys File Upload
Custom Domain
Password Protected
Name
Send Copy of
Export To SPSS
Responses
Multi Lingual Surveys 24/5 Email & Chat
(Manual) Support
Accept Payments Phone Support
Multi-Lingual
Social Meta Tags
Surveys
Cross Tabulation 1000 APIs Per Day
Webhooks Custom Workflows
Share Reports As
1000 APIs Per Day
Links
monday.com
Survey Redirects
Integration
ActiveCampaign Multiple Thank
Integration You Pages
Variables/Hidden
AWeber Integration
Fields
Mailchimp Question &
Integration Answer Piping
Randomization
Accept Payments
Customizable
Email Templates
Send Reminders
Expressions
Cross Tabulation
Recurring Surveys
 Password
Protected Surveys
Send Copy of
Responses
Social Meta Tags
monday.com
Integration
HubSpot
Integration
ActiveCampaign
Integration
AWeber
Integration
Mailchimp
Integration
Slack Integration
Google Analytics
Integration
Google Tag
Manager
Integration
Google sheets
Integration
Microsoft Teams
Integration
Zendesk
Integration

2) SurveySparrow revenue and financial details

Estimated Revenue & Valuation

 SurveySparrow's estimated annual revenue is currently $43.6M per year.(i)

 SurveySparrow's estimated revenue per employee is $155,875
 SurveySparrow's total funding is $1.4M.

Numb Emplo
er of yee Total
Competit Reve Emplo Growt Fund Valua
or Name nue yees h ing tion
SurveyMo $298. 1439 -24% $1.1 N/A
nkey 4M B
$163. 833 8% N/A N/A
Typeform
3M
$145 6057 13% $400 $15.5
Qualtrics
0M M B
Prezi $56.4 317 7% $72. N/A
 M 8M
SurveyGiz $19M 131 N/A N/A N/A
mo

3) Customer satisfaction vs NPS

https://www.qualtrics.com/au/experience-management/customer/csat-vs-nps/#:~:text=A
%20customer%20satisfaction%20score%20can,prioritise%20based%20on%20your%20goals.

4) Customer Handling Scenarios

https://userpilot.com/blog/customer-relationship-management-examples/

5) About the company in depth

What is SurveySparrow?

SurveySparrow is a survey tool that lets you turn surveys into conversations. With an ample
range of question types and features to choose from, you can create and share a highly
personal and engaging survey for your respondents.

Using SurveySparrow, you can collect feedback through a chat-like experience, gain insights
and thus make better decisions. SurveySparrow makes use of conversational interface which
has helped customers to have upto 40% higher completion rates and finer results.

You can use SurveySparrow to:

1. Create a Conversational Survey

Whether you’re creating customer satisfaction surveys or an employee pulse surveys or

doing market research or even receiving event and product feedback, we have all the tools
you need to create a beautiful conversational survey.
2. Integrate your Surveys with third-party applications.

Now, that you’ve created your surveys, you can connect them with your existing apps or
push/pull the survey data to external tools seamlessly. Extend the functions of your existing
ecosystem, with SurveySparrow’s 1500+ integrations! Find your favourite
app/software here. If we’re missing any, please let us know via chat support, we will
definitely try to onboard it.
3. Share your Conversational Survey

With easy sharing options, SurveySparrow allows you to share your surveys across Weblink
or URL, Mobile, Social, Email, Embed, Email Embed, SMS, QR Code, Mobile
SDK, Slack, Teams, and Portal Share to collect feedback from your targeted audience.

One of our distinctive features - Recurring Surveys lets you automate and send surveys at
regular intervals to gauge customer or employee pulse.

4. Analyze your Survey Results

You can get an overview of your responses via dashboard and gain deeper insights of your
survey reports with the graphical representation of reports. You can also download survey
responses and slice and dice it accordingly.
5. Executive Dashboard

Now that you've created, shared, and collected responses for your surveys, it's time to
analyse them all. That's where Executive Dashboard will come into the picture. Executive
Dashboard lets you create an exclusive dashboard for your surveys to visualise the survey
data, effortlessly. You can visualise them using various widgets including Vertical Bar Chart,
Horizontal Bar Chart, Stacked Chart, Donut Chart, Line Chart, Composite Chart, Area
Chart, Journey Chart, and so on.
6. Ticket Management

How do you manage customer responses? There might be a few responses you will have to
take actions immediately. E.g. You run an NPS Survey, and you find that you have more
detractors than promoters. How will you solve their problems and eventually convert them
into promoters? This is where Ticket Management plays its role. Ticket Management lets
you close the feedback loop for your survey responses based on the priority level and
enables you to effortlessly assign the responses to your teammates. You can create
actionable items required to resolve the ticket and track them regularly with our in-built
system.

7. Workflows & Automations

Wouldn’t it be easier to just automate actions based on survey responses? Our Custom
Workflows lets you do just that. With Workflows, you can define clear conditions for survey,
select actions of how you want to trigger the workflows, and head on straight to create a
new workflow. You can send emails to your respondents who’ve met certain conditions,
create customer responses into tickets, and automatically update your teams on
Slack/Microsoft Teams based on survey responses.
8. Customer Experience Management

Customer Experience (CX) is defined as the impression your customers have about your
brand. It could be a personal experience or hearsay. It could be an opinion that got formed
at their first interaction with you or could have developed over the various stages of the
customer life cycle.

SurveySparrow has a whole new module that’s built to run customer experience surveys.
There are three significant measures to understand customer experience with your brand -
NPS, CSAT and CES. Each one of them is discussed in detail below:
NPS

A high NPS(Net Promoter Score) indicates that the majority of your customer base is happy
and that your business provides an outstanding customer experience program.

The respondents are classified into 3 categories:

Promoters - Customers who are rated 9 & 10

Passives - Customers who are rated 7 & 8

Detractors - Customers who are rated 0-6

NPS is auto-calculated by subtracting the percentage of detractors from the percentage of

promoters.

NPS = % Promoters - % Detractors

CSAT

CSAT(Customer Satisfaction Score) focuses the customer’s attention on specific touch points
they were satisfied or dissatisfied with.

As shown in the below screenshot, the respondents will be classified into 3 category

1. Satisfied Customers 😍 are represented as green color smileys (rated 4-5) .

2. Neutral Customers 😐 are represented as yellow color smileys (rated 3).

3. Dissatisfied Customers 🙁 are represented as red color smileys (rated 1-2).

The system auto-calculates the scores based on this formula:

CSAT % = (Number of Respondents rated 4-5 / Total number of Respondents) X 100

CES

The Customer Effort Score (CES) measures the amount of effort taken by a customer for
various interactions with your product or service. It allows you to find weaknesses at each
customer touchpoint.
The respondents will be classified into 3 categories:

Low Effort - Customers who are rated 5 - 7

Neutral - Customers who are rated 4

High Effort - Customers who are rated 1 - 3

The CES score is auto-calculated using this formula:

CES Score = the sum of all responses / total number of responses. The Value is between 0 to
7.

9. 360 Assessments

What are 360° assessments?

“360° assessments are a performance review process that focuses on evaluating an

employee’s performance in order to identify their key strengths and weaknesses and in
turn, drive organizational-wide growth.”

The 360 feedback system has been widely adopted by organizations since it’s a productive
process that can help employees reach their maximum potential in the workplace. It also
builds a stronger bond between employees and managers due to the transparency achieved
and improves employee retention on a larger scale, thus driving company growth to greater
heights.
For example, Netflix conducts 360° performance reviews continuously throughout the year
and has done away with the “annual review” to provide frequent opportunities for
employees to improve their skills and work ethics. They even make the feedback public
within the company to achieve 100% transparency and maintain a high-performing,
competitive work environment. Netflix’s CEO, Reed Hastings, encourages every individual to
be bluntly honest with one another in order to avoid office politics, promote openness in
the workplace, and drive collaboration.

Likewise, other organizations such as Google, Deloitte, Amazon, Uber, and others have set in
play various 360 review initiatives to boost organizational performance.

The 360° assessment typically consists of four roles:

 Subject: This is the individual being evaluated. The subject does a self-evaluation
assessment and also nominates their peers to review their performance. Post-
assessment, once the report is ready, the subject together with the HR
administrator discuss a clear-cut workflow for personal growth and development.

 Evaluator: These are the peers & co-workers that are nominated by the subject.
Their main job is to evaluate the subject thoroughly and honestly and provide
valuable feedback that can help boost their performance.

 Approver: This is the manager. They also evaluate the subject as well as approve
evaluator nominations, and the final report once all assessments have been
completed. The approver and the admin work together towards devising a
thorough development plan for the subject.
 Admin: This is the HR administrator that conducts the reviews, formulates the
questions, works on the subject’s development plan with the approver, and
ensures that the procedure is known and followed correctly in the organization.
They share the reports to the subject once the manager has approved them. They
also help the subject with any clarifications they might have after delivering their
growth plan.

6) SAAS
What Is SaaS CRM?
SaaS CRM is a software solution that helps companies manage the interactions they have
with their customers. You can easily interact with customers, vendors, and everyone else
involved in your business chain by using practical and efficient CRM software.
This type of solution allows you to develop and maintain a meaningful relationship with
your customers. SaaS CRM solutions assist companies in providing excellent experiences to
their customers.
One of the categories of worldwide public cloud software is SaaS, also referred to as “on-
demand” software. The SaaS market is predicted to grow approximately $60 billion from
2019 to 2023.

What are the Benefits of a SaaS CRM Solution?

You can get excellent results if you add SaaS in this array. A business doesn’t have to invest a
lot of money in setting up and maintaining hardware if it uses combined SaaS CRM. This is
mostly thanks to cloud technology. However, this is not the only benefit of SaaS CRM
solutions.
1. Automated Data Entry
Automated Data Entry is one of the best reasons for using SaaS CRM. On top of helping your
employees automate data entry, a CRM software allows your sales, marketing, and
customer support personnel to access the same data.
They can retrieve the data from the database almost instantaneously since it is a centralized
system. A CRM software solution also allows your team to share info in a customized
manner.
This can greatly help them with the promotion of your products and services. Moreover, you
can easily remove duplicate entries from the database if you opt for a more advanced CRM
solution.

2. Improved Inter-Departmental Cooperation

Your CRM solution can be a rallying point for different teams in your business since it can
gather all types of information. Coordinating development, marketing, support, and sales is
no easy task, and the customers are the ones to churn and suffer when there is no smooth
cooperation between departments.
Many pain points for customers can arise when there is a lack of inter-departmental
cooperation. To assign tasks and see how they play into the bigger picture, you can use a
SaaS CRM solution.
Since everyone can add and access the information in the software, teams, and employees
can use it to share issues, solutions, leads, and insights. This will empower them to work
collaboratively instead of concurrently.
Moreover, you can improve efficiency and productivity by enabling your teams to share
information, incentives, and goals. You can avoid siloing information if you use the right
CRM solution. It can help disparate teams operate like one well-oiled machine.

3. Enhanced Compatibility
Flexibility of integration is a must in today’s IT world. Stand-alone products are destined to
fail in such an environment. Exchange of information between already available
technologies is crucial in a modern business environment.
For instance, having a conversation with your target audience on social media platforms can
help you boost customer engagement and develop a better relationship with your
customers. However, this can put a strain on your customer support team.
To make the most of your SaaS CRM solution, help your customer support team, and boost
customer engagement, you can integrate an AI chatbot to your CRM solution. Just like
advanced CRM solutions, an advanced conversational AI platform is designed to integrate
with third-party applications.
Furthermore, a CRM solution allows you to quickly communicate via email or a single-click
calling feature. A SaaS CRM solution can allow for better integration of your customer team
with your social media platforms.
You can easily integrate your cloud-based CRM with Excel, Word, PowerPoint, Gmail, and
many other applications or software. The best SaaS CRM solutions are effective and long-
lasting because of the compatibility they offer, among other things.
4. Accompany the Customer Journey
You can boost your sales cycle and prevent deals from slipping out of your hands by using a
SaaS CRM solution in your sales process.

A SaaS sales CRM software can help you build a fruitful sales chain and track your prospects
in the purchasing cycle. In order to convert leads into clients, you can use SaaS CRM to
identify and track follow-ups.
You are able to plan your course of action in your CRM software. You can use it to lay out
your course of action every step of the way rather than rely on a planner, spreadsheet, or
Rolodex.

Rather than spending time on paperwork, it allows your sales team to focus on closing. CRM
software can track new customer sign-ups and related processes. This will allow both your
support and your sales team to access specific information related to new customers.
To stay on top of solved support tickets or encourage product adaptation, CRM software can
remind your employees to stay in contact with a customer at regular intervals.

You can identify opportunities for up-selling or cross-selling by using CRM software to
monitor a customer’s involvement with your company. This will help you grow your
business organically.

Your CRM solution can track the entire customer journey as it gives you a chance to keep a
pulse on the expectations and needs of your customers, allowing you to better satisfy their
needs. You can organize your entire sales strategy around your SaaS CRM solution.

Takeaway
The right SaaS CRM solution can provide a variety of functionalities to your company,
depending on your business necessities. It is a tool that will allow your business to work
easier, quicker, and with greater efficiency. If you invest time and effort into choosing the
right software, you’ll have a CRM solution that is tailored to your needs.

7) NPS
Net promoter score, or ‘NPS’, is a way of measuring customer satisfaction. It presents
customers with a simple survey, then feeds their answers into a formula to produce a
single figure for benchmarking.

What is the Net Promoter Score?

NPS is a benchmarking tool for customer satisfaction. The NPS method, which is based on a
two-minute survey, gives insights about customer loyalty by measuring customers’
willingness to recommend a business to a friend or acquaintance.

NPS differs from other related benchmarks, such as the customer satisfaction score, by
indicating a customer’s general sentiment about a brand as opposed to their opinion on
particular interactions or purchases. Because of this, it crops up frequently in discussions
about customer experience.

In addition, net promoter score is a standard benchmark used by companies worldwide. This
makes it a good way for businesses to gauge their performance as compared to their
competitors.

Calculation of Net Promoter Score

Step One: Determine the number of promoters, passives and detractors

The calculation of net promoter score is based on a two-minute questionnaire that asks
customers to rate how likely they would be to promote a brand to their friends and
acquaintances.

“On a scale of 0-10, how likely is it that you would recommend us to friends, colleagues or
business associates?”

This basic question (give or take slight variations in wording) is the one upon which all net
promoter score calculations are based. The survey participant is most often asked to provide
a rating on a scale of 0-10. According to the number they choose, they are placed in one of
the following three categories:

1. Promoters
Promoters are people who assign a score from 9-10. They are deemed more likely to exhibit
behaviours that generate value, such as buying more, returning to the brand over a long
period and referring more people. They have what is known as a high “lifetime value”.
2. Passives
Passives are people who give a score of 7 or 8. They are considered to be moderately
satisfied. They might remain loyal to the brand, but also have the potential to switch
allegiance to a competitor if the conditions are right. They won’t make special efforts to refer
a prospect.
3. Detractors
Detractors give a score between 0 and 6. They are (usually) actively dissatisfied customers
who have the potential to damage your brand reputation through negative reviews, social
media interactions or word-of-mouth.
To calculate the net promoter score, you simply deduct the percentage of detractors from
the percentage of promoters.

The worst possible score - i.e., the score that would be achieved if every customer was a
detractor, is -100. The best is 100. However, both of these scores are highly unlikely in real
life.

Passives count toward the total number of respondents, which decreases the percentage of
detractors and promoters equally. This drives the overall score towards 0.

Step Two: Drill down into the net promoter score

To enable companies to drill down from the broader insight provided by the NPS, they are
encouraged to follow the main question with a request that draws out the customer’s
reasons.

These questions might, for example, ask about a customer’s opinion on the customer
service they have received.

The responses can be translated into follow-up action and coaching measures. Since it can
be tricky to analyse open-ended feedback objectively, companies often provide rating scales
for these additional questions, too. The additional questions help companies understand the
relative contribution of individual products, services and business areas to the NPS.

Sample Net Promoter Score Calculation

Let’s imagine a scenario where a company surveys 200 of its customers with the standard
NPS question. Remember that the purpose of NPS to find out about general customer
sentiment, so this question shouldn’t be targeted towards a particular product.

After the responses are totalled, 125 of the respondents are promoters, 42 are passive and
33 are detractors. The first step is to calculate these amounts as percentage values:
Promoters = ((200 - (42 + 33))/200) x 100 = 62%
Passive = ((200 - (125 + 33))/200) x 100 = 21%
Detractors = ((200 - (125 + 42 ))/200) x 100 = 16.5%

Then, we apply the net promoter score formula:

Company NPS = %Promoters - %Detractors

Company NPS = 62.5 - 16.5 = 46
The interpretation of NPS is highly complex and context-dependent. To find out more, see
the section “How can I judge whether a net promoter score is good or bad?”.

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Why measure net promoter score?

As mentioned earlier, the NPS methodology is primarily intended to measure customer

loyalty to a company or brand - in other words, how likely they are to buy again, act as a
brand ambassador and resist pressure to defect. This last point can also be expressed as
“churn rate” - that is, the likelihood of them cancelling a subscription or not repurchasing.
This is important because it is cheaper to retain a customer than acquire a new one.

There are a number of ways in which measuring NPS can be beneficial for your company.

1. Closing the feedback loop: The net promoter system gives companies a chance to
“close the loop” - that is, to go vertical and gather more information from
respondents. It also gives them chance to change a negative impression. Since an
NPS survey only takes a minute of a customer’s time, it’s relatively easy to get them
to engage.

2. Easy to use: You don’t need to be a trained statistician to administer an online NPS
poll. In a similar vein, the survey is intuitive and simple for customers to complete.
You can send it to them via email or include it on your website as a pop-up after a
transaction. The formula can be calculated with a basic spreadsheet.
 3. A common language for the customer conversation: By breaking down customers
down into promoters, passives and detractors, the NPS system makes it easy to
differentiate between them. Everyone in the company has a common set of
definitions to work with

4. Easier benchmarking: NPS is a standard metric used by companies globally. As such,

it lets you place your score in the context of other scores in your industry and see
how you measure up. NPS is also ideal for presenting to senior management as a big-
picture snapshot of customer loyalty at a given moment.

5. Driving growth: When companies take on the NPS question and begin to study it as a
key metric, it helps them channel their customer service efforts and grow revenue
through referrals and upsells.This is covered in more detail later in the article.

How to judge whether a Net Promoter Score is good or bad

What is a “good” net promoter score? To answer this question, it’s important to understand
that there isn’t one “holy grail” number to strive for. The results vary highly from industry to
industry.

Technically, any score above 0 can be considered a “good” score, since it means you have
more promoters than detractors. According to global NPS standards, a score of above 50 is
good, and above 70 is outstanding. However, both of these scores are rare.

A good way to use NPS is to look at the score of a close competitor and see how yours
matches up.

However, it’s equally as important to look at the scores for your industry as a whole. In
many sectors, a score in the 30s or 40s is something to aspire to. The average score for
department and speciality stores (58) is higher than for airlines (35), which in turn is higher
than for internet service providers (2).
If your score indicates that you are having more success with customer relationships than
industry competitors, you can reasonably assume that your customers will stick around.

Understanding the limitations and potential of NPS

However, there are also many factors that are out of your control. Research has shown
repeatedly that customers are more likely to report a bad experience than a good one. Your
best and most loyal customers might simply not bother to score you at all!

For this reason, it’s important not to treat the number as an end in itself, but to look at the
direction in which your NPS is trending. What story does it tell about your customer
relationships? If your number of promoters is growing, this could mean that brand image is
on the up.

On the other hand, a decrease in promoters relative to the number of passives could be a
red flag for a potential increase in churn.

With this in mind, the key question for companies is: how can you act quickly on customer
insights to improve customer experience, grow NPS and reduce the number of defections?

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How can a business improve its net promoter score?

There’s no silver bullet for improving NPS, but there are a number of best practices you can
use to enhance the quality of your customer experience and achieve happier customer
interactions.
Get everyone involved
Make sure the whole company is aware of NPS and why it is important - that is, not just as
an end in itself. A low NPS is an issue for everyone. Ask sales, marketing and customer
service to think of ways in which they could refine communication with prospects and get
them excited about the business.
Find a connection
Empathy is key - after all, customers are humans. They want to feel that a brand resonates
with them and their values. If your company has hard-hitting values or a unique culture,
think about how you could show it off.
Ask promoters for their opinion
These customers already like you and will be willing to help. Where do they get their sense
of connection?

Ask detractors how you could improve

Detractors have real and genuine value to add. Accept their criticisms and use them as the
basis for sincere reflection.
Consider whether your product is at fault
Use focus groups and customer visits to see how people interact with your product and
understand whether it actually meets the needs of your customer base.
Promote customer advocacy
Customer advocacy schemes use personalised interactions to encourage existing customers
to become promoters. Create an online community space for customers and offer appealing
incentives for referrals. Think of creative ways to encourage them to share positive
experiences on social media.
Improve front-line communication
The job of customer service reps is to build the human connection and show customers that
their business is valued. Channel customers to the right rep and make sure that reps are
equipped to offer personalised, efficient care.

The most important thing to remember is that NPS shouldn’t be a meaningless “vanity
metric”. By following the correct into a stepping stone for improving customer service. The
point of measuring NPS is not merely to make the competitive range for your industry, but to
transform customer orientation into a central part of your company culture.