Evidence-Based Innovation Blog

Cultivating Social Support

We recently announced our adoption of the Hubspot Knowledge Base as part of our firm's focus on customer-driven innovation. To minimize the number of repetitive support questions, we chose a social support solution that would enable users to see previous questions and answers. 

Within this platform, community feedback is easily searched so all content provides long-term value for our clients.

Our clients have a new, easier way to talk to each other – and to the firm's support team. Percept Research has incorporated multiple Get Satisfaction client communities as part of the firm's focus on customer-driven innovation. To minimize the number of repetitive support questions, we chose a social support solution that would enable users to see previous questions and answers.  

We have deployed a Get Satisfaction community for each of our larger recurring projects (e.g., Exit survey users have a dedicated community that can be searched separately from Midterm users). These communities are dedicated areas where our clients can exchange ideas, provide detailed input on how to improve our services, and get answers to support questions. This insight allows us to deliver the best user experience possible and plan for future enhancements to our research and consulting services.

We love your feedback!  

Over the course of the past seven years, we have had phone calls, email exchanges and in-person discussions with many of you about what you want from our MBA market research tools. Your input was the driving force behind our revamped Competitive Intelligence Reports for the MBA Student Entry Survey and MBA Student Exit Survey last year. And since that update, we have not stopped enhancing our offerings. We recently added a new Alumni Engagement Interest Summary to our MBA Student Exit Survey reports.

We want to continually expand the conversation and keep listening. That is why we are happy to announce that Percept Research is integrating UserVoice into our websites and user portals. UserVoice is a tool that enables users to post their suggestions for new features, vote on ideas and keep track of the features our team is developing for future releases.