Building Effective Customer Feedback Surveys with Office 365/SharePoint & BPA Apps

Integrated approach for building a customer feedback survey, consolidate data and take the necessary measures, using Forms, Power Automate and BPA Quality on SharePoint/Office 365.

In ISO 9001:2015, the clause 9.1 requires an organization to determine appropriate methods for monitoring and measuring customer satisfaction by using customer satisfaction surveys or providing methods for receiving and dealing with customer feedback.

It is obvious that businesses must guarantee their customers are satisfied. Happy customers will most likely remain loyal on the long term and recommend your products to other organizations. Listening to their clients makes organizations successful, and customer feedback surveys is an easy way to do it.

This no-code scenario presents a simple configuration example to prepare an effective customer feedback survey with the BPA Quality app.

The customer feedback form was built with Microsoft Forms and can be shared with customers by email, QR code or embedded in your web site. The form is adapted to fit any screen, even mobile phones. When submitting the survey, data is sent to BPA Quality using a simple Power Automate flow and internal users get notified.

Survey replies get consolidated in the BPA app, and the concerned persons will be automatically alerted in case a customer is not fully satisfied. Survey data is visible from the client organization page, together with other client-related information like contacts or complaints. Dashboard display instant metrics like the overall customer satisfaction and other consolidated metrics about customer feedback or visits.

In summary, it’s very easy to create any survey, consolidate data and take the necessary measures in the BPA app. By listening to customers, your organization will improve business results.

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QM Software Evaluation & Implementation – SAQ Event Summary

We would like to thank the SAQ section Zürich for their authorization to reuse some photos and content from their article published in the Management & Qualität review in December 2019. The original article can be downloaded below in original German language.

Last Fall 2019, the Swiss Association for Quality (SAQ, Zürich section) has organized an event about QM software evaluation and implementation.

The Swiss company Rolf Hänggi AG – specialized in the manufacture of high-precision micro-stamped and formed parts – was invited to present their QM software evaluation process and how they have implemented BPA’s Quality and Risk Management software.

The event started with a short survey. Almost half of those present still have a paper-based QM system. Amazing – when sales departments have long been working with modern CRM solutions. It is therefore questionable why QM departments have not yet made the transition to digitization.

Mr. Maradan, Production Manager at Rolf Hänggi AG, outlined the key functional points for selecting the right software. Needs were registered in details from complaint management to opportunity and risk treatment while securing the organizational knowledge. Attention was also paid to the software integration with the existing IT infrastructure.

Love at first sight

Various software providers were evaluated based on the need analysis criteria. It quickly became clear that the needs of Rolf Hänggi AG could only be met with BPA Quality & Risk Management. BPA Solutions develops flexible solutions based on Microsoft SharePoint. “After a short training, employees managed to independently map their specific requirements in the software in just six months. It was love at first sight that continues today”.

And what about the software evaluation?

The response from Mr. Maradan was clear. The less the company is aware of its needs, the more it will subordinate itself to the limits of the software. Without a thorough needs analysis – detached from potential vendors – clarity cannot be reached. Energy and time should therefore be invested in a clean needs analysis rather than theoretical evaluations.

How was the software implemented?

Rolf Hänggi AG used a classic top-down system for the implementation of the BPA Quality & Risk Management Software: In a first phase, the context of the organization was determined and measures were derived. Process owners pictured their processes and defined KPIs. With the defined basic structure, all important support processes were added in a second phase. In the last phase, supplier management and customer satisfaction processes were integrated. As a results from all modules, the management review report can now be produced by pushing a button.

Lessons learned

In the final question and answer session, someone noticed that everything sounded so positive that it could be a sales presentation. Following the organizer, Mr. Maradan stated that he would train the workforce in quality management at an early stage for a comparable project so that it could be implemented even more efficiently.

 

>> Download the SAQ Article (PDF, German)

 

BPA Quality App on Office 365/SharePoint – 3 Minute-Introduction Video

BPA Quality is an integrated app for Quality, Health, Security and Environment to fit ISO series or any regulation and methodology. It covers all modules needed for efficient continual improvement, like customer satisfaction, supplier evaluation, graphical process maps, compliance document management and more.

Customers can extend the app to their needs and replace existing spreadsheets by collaborative apps easily.

End users connect to their Office 365 company portal and access the BPA app in one click, with no need to re-authenticate.

The app works together with the tools organizations are using – like Microsoft Office, Outlook emails, calendar and reminders – in the same interface. It has powerful collaboration capabilities for document approval and sharing, discussions, reporting, AI, and automation capabilities.

The app goes beyond traditional quality management solutions and provides an innovative collaborative platform for the entire company. With unique discussion, automation and AI capabilities, organizations will ensure a company-wide alignment to continual improvement and develop a preventive mindset leading to quality products and services.

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