To gain a better understanding of how your team is using Showpad, we recommend surveying your users. When using Showpad, sometimes it may be necessary to use Surveys to gather key information on what the users are doing with the tool outside of the reporting analytics pr. While the reporting function in Showpad is a useful tool to track key data on usage, sometimes a bit more information can be gathered to get a bigger picture of Usage. This is where using surveys comes in handy.
Customer Success Managers at Showpad often make the suggestion of using surveys to gather user feedback, or to understand why some users aren’t using the tool. They often suggest using one of two survey types to achieve this.
- Baseline and Follow Up Surveys - When first launching Showpad to users, we suggest running a Baseline Survey, which will allow you to gather key information on user behavior before Showpad is launched. Using a survey to collect information on time spent preparing for meetings, how often users should be using content with customers or clients, and how often they should be sharing will allow you understand how Showpad should be used by your sales team and how they are impacted when Showpad is launched. Remember to follow up with another survey after a time to understand how behavior has changed. These kinds of surveys can really help identify how users have gained value from Showpad but showing how it has impacted their day to day role.
This type of survey is a two-step process:
- Baseline Survey - Gather information to understand how users behave without Showpad
- Follow Up Survey - Re-run the same survey 6 weeks to 6 months later to understand how their behaviors have changed.
Example Questions to Get Started:
How much time a week do you take you to prepare content for customer use (i.e. presentations, pitch decks, proposals, etc)
How many meetings do you have a week?
What percentage of these meetings do you need content for?
How often do you send content to customers?
How easy is it to find content to use with customers currently?
- Easy - I can find everything I need in a few clicks
- Moderate - I find what I need most of the time, but it does take time
- Hard - I never find what I need for customer meetings
- NA - I create all my own content
2. Adoption Surveys - Use a survey to figure out why some sure are not using Showpad. This survey should be no more than 2 questions and should help uncover the reason why a user may not be adopting Showpad. One questions should be why they aren’t using it and the other should be an open ended questions on how Showpad can be improved so they do use it.
Example Questions to Get Started:
- Why are you not using Showpad regularly (Hint: you can change the questions to reflect how frequently they should be using it, i.e. once a week, twice a month, etc.)
- I don’t know how to use Showpad
- I can’t find the content I need on Showpad
- I didn’t know it existed, what is Showpad?
- I don’t need it for my role
(Hint #2: Make sure Users can pick more than one options, as there may be multiple reasons they aren’t using Showpad.)
- What can we do to make Showpad a tool that you would use? (Open-ended Question)
Once you have the answers to why users aren’t using it, you can put an action plan in place to correct that. If they don’t know how to use it, user training might be in order. If the content isn’t there that they need, perhaps working with the users to understand what would be useful will help. Don’t just run the survey, make sure to put an action plan in place to follow up on the answer. This will go a long way in helping you increase your adoption.
For more on the benefits of surveying users, read here.
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