Microsoft Forms Pro gives your organization
the ability to create a survey, share it with
your customers, and analyze feedback about
your products and services.
Once the responses are received, you can evaluate
for actionable information, identify service
gaps, and run targeted marketing campaigns.
To get started, sign in to Forms Pro and select
the New Survey button on the home page. The
survey designer opens with "Create Questions"
tab selected by default.
On the survey header, enter a name for the
survey and click the Add Question button.
Then, add a rating question to gather overall
customer experience, and a choice question
about what influenced the rating.
You can add a Net Promoter Score question
and a long answer text question to capture
additional details.
Previewing the survey is easy. Simply select
the Preview button from the toolbar at the
top of the page to see how the survey will
look on a computer or a mobile device.
The survey can now be shared out with your
team for collaboration and feedback by selecting
the Share button from the toolbar at the top
of the page on the Create Questions tab.
On the Share pane, choose Get a link to view
and edit to email to others involved for collaboration.
Once the feedback is gathered, the survey
is almost ready for distribution to customers.
Microsoft Forms Pro allows you to distribute
a survey in many ways, such as Using a built-in
email composer Configuring a trigger for Microsoft
Flow to send a survey when a business scenario
is fulfilled, such as closing a customer case
Embedding the survey on a web page Generating
a sharable link, and Generating a QR code
For this example, we’re going to distribute
the survey using the built-in email composer
and an existing distribution list.
Open the survey and go to
the Send Survey tab and select the Email tab.
A default subject and message are displayed
for the recipient in the email body along
with a link to the survey.
From the Templates list, select the Product
Feedback email template.
From the Personalize list, add the customer’s
first and last names to personalize the email
message.
We will enter the distribution list name in
the To field and select Send to send the survey.
Microsoft Forms Pro includes rich, real-time
analytics from Power BI to provide summary
information and individual results for surveys.
It also displays survey insights to understand
the response pattern.
To view the customer survey responses,
navigate to the View Responses tab, and select the Overview subtab.
Summary information data about the survey,
such as number of invitations sent, number
of responses received, NPS, sentiment, and
survey insights are displayed.
Select the Responses button from the summary
information. The survey response statistics
and the list of survey responses received
for a survey are displayed.
AI-powered survey insights displays the correlation
between the survey questions and the sentiment
of the respondents.
In this example, the summary of survey insights
helps to understand that 55% of responders
expressed a positive sentiment due to the
product knowledge of the customer service
representative. The Association insight and
Sentiment insight charts offer more details
by selecting the View all link.
The Association insights chart displays the
correlation between one or more questions
in the survey.
And the Sentiment insights chart displays
the average sentiment score and a word cloud
with positive and negative feedback.
