Customer Voice – is it worth using?

Customer Voice – is it worth using?
Niels Søgaard Lønberg
Niels Søgaard LønbergOct 19, 2022 05:44 AM
Hello, I am looking for some input from organizations that are using Customer Voice. On the surface, …
1. Customer Voice – is it worth using?

TOP CONTRIBUTOR
Niels Søgaard Lønberg
Posted Oct 19, 2022 05:44 AM
Hello,

I am looking for some input from organizations that are using Customer Voice.

On the surface, Customer Voice looks interesting – especially since it is built on Dataverse. However, when I start to dig a bit more into Customer Voice, it looks like the development of the product has died. E.g. I was expecting a simple feature like reminder e-mails to be a part of the product. I can also see this was in preview – but that was all the way back in January 2021 – and has still not been delivered. Also, no new features for Customer Voice are included in the latest release waves.

I can see that @Jukka Niiranen is predicting that Customer Voice will become part of the Viva Suite. Moreover, the Product Manager of Customer Voice has left Microsoft.

So, my question: Is it worth using Customer Voice in its current state? Or should we simply wait for some more clarity around the product – or explore alternative solutions that can integrate with Dataverse?

BR,
Niels

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Niels Lønberg
Digital Sales Specialist
Semco Maritime
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2. RE: Customer Voice – is it worth using?

SILVER CONTRIBUTOR
Autumn Hearne
Posted Oct 20, 2022 04:00 PM
I’m curious to hear from others who use it as well.

We played around with it a little bit, and at the end were not impressed. It presents itself as a robust too, but we didn’t find it to be much better than MS Forms, although the customization options were much more robust. Some features seemed glitchy and certain things didn’t act as expected. We had trouble deleting test projects and responses, and test data still displays on the Home page Customer sentiment chart, skewing results overall. I would really like to use Customer Voice as I like anything that’s native to D365, so I’m curious what’s planned for it. We use Forms/Flow for surveys right now and it works ok for us.

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Autumn Hearne
KCoe Isom
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3. RE: Customer Voice – is it worth using?

TOP CONTRIBUTOR
Niels Søgaard Lønberg
Posted Oct 27, 2022 09:59 AM
@Autumn Hearne – judging by the activity of this thread, it doesn’t look like there are many organizations that use Customer Voice – maybe for a good reason.

Have you integrated the Forms surveys with your Dynamics 365/Power Apps solution?

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Niels Lønberg
Digital Sales Specialist
Semco Maritime
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4. RE: Customer Voice – is it worth using?

SILVER CONTRIBUTOR
Autumn Hearne
Posted Oct 28, 2022 10:13 AM
@Niels Søgaard Lønberg, I’m not sure if I’d say we “integrated” Forms with Dynamics, just because there isn’t really a true integration to do, in my experience. But for many Forms we do create a corresponding Flow that creates a Lead record for each form submission, with the form data mapped to corresponding fields on the Lead record.

I’ve not found a great way to say, match up a Form with an existing Contact or Account, or to update Option Set fields, because I’m not very skilled at Flow. I don’t think there is a way to pull through data from Dynamics to the form, and a Flow has to be written for each form, which we simply do not do. So I don’t consider it integrated, but I do tell people we can basically connect the Form to Dynamics if they want to (with some limitations).

Some examples of how we use them, we do individual Forms for giveaways at tradeshows, where folks provide a name, email, etc. for a chance to win a prize. I typically create a corresponding Flow that pushes the Form data into Dynamics as a Lead.​ We also recently did a customer satisfaction survey with a Form, but we do not have a corresponding Flow to pull the data into Dynamics, because we do not have a table or custom fields to pull the rated responses into, and didn’t feel that it was urgent to do. However if we choose to do that later, we can export the spreadsheet from Forms and import it into Dynamics.

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Autumn Hearne
Associate
KCoe Isom
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5. RE: Customer Voice – is it worth using?

Julian Coleman
Posted Oct 28, 2022 07:20 AM
Hi there,

We’ve recently used Customer Voice for a reasonable sized survey of our service users. It has not been a smooth or straightforward process by any means, and I’m pretty sure we will be exploring alternative solutions if, as you say, there are no improvements planned for the product. It’s a shame, because it has potential, but my users found it hugely frustrating.

Best,

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Julian Coleman
The Felix Project
London
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