Online Community–customer conversations on all channels

The social web doesn't have to mean RIP for CRM. Instead social media gives companies an unprecedented opportunity to develop on-going conversations with customers and influencers to discover all kinds of unique and valuable insights.

From market research to product development.

Besides participating in surveys, community members can discuss directly with each other in forums and chats, as well as blog, rate posts from other community members and give praise or other rewards. Thus, the panel platform is turned into a vital source of information for decisions concerning marketing, market research, and product development.

Some cool things you can do:

Use the web for explorative market research: Online focus groups, diary studies, or forum discussions.

Use surveys and the spot tests engine to recruit and select the perfect subjects, with amazing precision.

Develop qualitative projects: Participants swap notes in moderated forums, chats and blogs on brand and product issues, furnishing ideas and expertise while giving valuable insights into their thoughts, feelings and motivations.

Questback lets you combine all available tools and methods in any way, whether it is deep diary studies with surveys and blogs or dynamic concept tests with forum discussions and live chats.

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Create a digital home for feedback.

Let your people talk – and make it easy to listen. Questback’s Portals are dynamic online communities that provide an online space that’s easy to create and simple to use, through an engaging app. Launch feedback communities and surveys fast, and get results faster, without having to rely on traditional email invitations.

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Target the right customers.

The dedicated statistics features offer differentiated insights into the community’s activities. Among the most important characteristics of our online community platform are member profiles and search functions that allow for the targeted finding of other members. Careful handling of personal data is an important characteristic of good panels and communities. This means, among other things, that sensitive data may not be displayed or used for search processes without the panellist’s consent.

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Personalization & rewards.

Via a dedicated form, community members can edit their own profiles. They can decide which of their personal data should be visible at the start of their membership. Community members like to personalise their profiles, which drives engagement. Through a dedicated upload form, you can allow your panellists to upload two images to decorate their profiles..

Questback also allows the rating of other participants within the community. By awarding points or other units of social currency, the participants can show praise and support for each other.

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Your brand is what people say it is.

You can enable your panellists to rate forum and discussion posts, blog posts and entire individual blogs.

Panellist blogs are among the most important community features, with panellists able to create their own blogs. Posts and comments can be organized in a thread hierarchy and it only takes you a few clicks to create a sample of the best blogs on an overview page. Forums are used for qualitative data collection. You can directly put questions to the panellists which follow from a quantitative study, or you can initiate a brainstorm on a product idea. For each language version of the website(s) and/or different target groups, you can create separate forums. The display of forum posts in a thread hierarchy is supported, while sorting is also possible.

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customer suvey volvo case study

CASE STUDIES

Volvo: Test driving satisfaction

"Using Questback, we are able to get a clearer view of the customers experience on the whole sales process from the initial test drive request to making the final sale."

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Volvo
customer satisfaction nespresso case study

CASE STUDIES

Nespresso: Satisfying customers

Nespresso is using Questback to create more real-time satisfaction and more lifetime value.

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Nespresso
employee feedback ernst and young case-study

CASE STUDIES

Ernst & Young: Knowing employees

Using Questback Ernst & Young gets valuable feedback on employment processes and regular monitoring of employee opinion - all year round.

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Ernst & Young
customer satisfaction swiss case study

CASE STUDIES

Swiss: The continuous online survey

Using Questback, SWISS runs a continuous online passenger survey, monitoring customer experience at 15 touch points - and it's making a strategic difference.

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Swiss
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Online forums made simple.

You can use a panellist account with the special "Moderator" or "Tester" status to act as a moderator in discussions and in all other community modules. If you post using such an account from the admin area, you can make use of various additional features, including checking panellists’ posts before they are published or deleting inappropriate posts. Forum discussions can be displayed along with traditional quantitative surveys both on the panellists’ personal homepages and in the admin area.

If you want to create a forum for the quick exchange of ideas or a guestbook, you can use the discussions tool. For each language version of your website(s) and/or target group, you can create and manage multiple discussions. Familiar forum moderation features are all available.

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Social media research.

Creating chats is also possible. Simple tags allow panellists to embed YouTube videos or Flickr image galleries in blog, forum or discussion posts. Content uploading, such as videos from mobile devices, is also supported by the EFS community features.

Panellists can subscribe to blogs and forum threads. Community panels are characterized by the fact that panellists may not only communicate with the moderator but also among themselves. For this, EFS provides a variety of channels such as forums, discussions, chats, and blogs. Additionally, you can enable your panellists to send each other private messages via e-mail. Quick Polls are quite a favorite among panel administrators. They allow the creation of features, such as an entertaining “Question of the Week” with minimum effort.

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Rights management & security.

You can decide if only logged-in panellists are permitted to participate or if all visitors can answer the poll.

The personal information of each panellist on the website is protected against brute force attacks, such as the hacking of accounts using automated, rapidly consecutive, entries of possible passwords. Social Media Login is available for Facebook and can be customized to include other social media platforms including Google+ and Twitter.

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SOCIAL MEDIA

Sync surveys to social media, collect and structure unsolicited data, nurture leads and fans, and feed the right content to the right customer.

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AUTOMATED ANALYTICS

Questback automated analytics empower you to understand what your data is telling you, better predict behaviors, stay ahead of the market & implement ROI-transforming follow-up.

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DATAHUB

Questback datahub and panels facilitate unparalleled connection and follow up with the people who matter the most to your business: your customers and employees.

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DATA INTEGRATION

Exchange data seamlessly between your existing CRM, ERP and social media to get a complete 360 view of your customers and employees.

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Win the war for talent by giving your employees a voice

Questback Employee Touchpoint Splash

Unlock staff feedback to better engage, retain and develop your people using Employee Touchpoint

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