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The questionnaire is researching which data is most important for you in order to personalize replies to social media posts/tweets on Facebook & Twitter.
It will take approximately 15 minutes to complete the questionnaire. Your participation is completely voluntary and should be done outside working hours. The questionnaire is anonymous & confidential.
If you have questions at any time about the survey or the procedures, just write to Elias Hewig via Chatter, call me under +31 61 8485502 or contact me by e-mail under [email protected].
Thanks in advance for your contribution!
Please start with the survey now by clicking on the Continue button below. |
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* Your Experience as KLM social agent
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Do you have experience with replying to posts on FACEBOOK? |
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Do you have experience with replying to tweets on TWITTER? |
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All questions are related to the interface which is shown to you when you press the button 'engage' in the salesforce.com social console.
Each question on data has two sub-questions, so it will become easier for you to answer the questions after a couple of them. Please think for each data about the following:
[1] How important is this data for you in general when personalizing replies to user posts or tweets
[2] How important is this data for you when personalizing replies to posts/tweets by type of case
If any data is not shown in the social console, then please think about the importance if it would be shown.
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KLM Transaction data = Bookings or or paid options (e.g. seats, meals ...) of the customer, which can be found in the tab 'Customer flights' or in other systems |
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Please rate the importance of transaction data for personalizing replies in general
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Please rate the importance of transaction data for personalizing replies by type of case:
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Demographic data = Age & Sex of customer |
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Please rate the importance of this data for personalizing replies in general:
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Please rate the importance of this data for personalizing replies by type of case:
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KLM Touchpoint data = engagement of customer in KLM touchpoints as call-center, e-mail, chat ... |
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Please rate the importance of this data for personalizing replies in general:
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Please rate the importance of this data for personalizing replies by type of case:
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Level of engagement with KLM |
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Level of engagement = How often the user communicates with KLM |
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Please rate the importance of this data for personalizing replies in general:
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Please rate the importance of this data for personalizing replies by type of case:
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= FlyingBlue Details tab in social console |
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Please rate the importance of this data for personalizing replies in general:
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Please rate the importance of this data for personalizing replies by type of case:
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= 'Last 5 Cases' tab in the social console |
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Please rate the importance of this data for personalizing replies in general:
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Please rate the importance of this data for personalizing replies by type of case:
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= 'Knowledge database' tab in the social console |
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Please rate the importance of this data for personalizing replies in general:
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Please rate the importance of this data for personalizing replies by type of case:
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Updates on products or disruptions in CHATTER |
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Updates on products or disruptions of in CHATTER = e.g. flight disruptions, errors on website, introduction of new seats (...) |
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Please rate the importance of this data for personalizing replies in general:
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Please rate the importance of this data for personalizing replies by type of case:
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Sentiment = currently, the sentiment needs to be filled out manually. Think about the case, it would be AUTOMATICALLY shown to you: |
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Please rate the importance of this data for personalizing replies in general:
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Please rate the importance of this data for personalizing replies by type of case:
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Home-Location of user in his/her profile |
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= information in the user's social profile on where he comes from/ where he lives |
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Please rate the importance of this data for personalizing replies in general:
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Please rate the importance of this data for personalizing replies by type of case:
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Current location when sending post |
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= the current location of user (if it is shown in the post/tweet) |
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Please rate the importance of this data for personalizing replies in general:
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Please rate the importance of this data for personalizing replies by type of case:
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Trending topics on Social Media |
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= high volume of tweets, e.g. on hot topics the community discusses (can also be KLM) |
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Please rate the importance of this data for personalizing replies in general:
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Please rate the importance of this data for personalizing replies by type of case:
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Information on competitors on Facebook & Twitter |
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= e.g. campaigns of other companies on social media (NOT KLM) |
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Please rate the importance of this data for personalizing replies in general:
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Please rate the importance of this data for personalizing replies by type of case:
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Second part of the survey |
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= the user's Facebook name (which is automatically shown to you), meaning you are very likely to check it! |
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Please rate the importance of this data for personalizing replies in general:
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Please rate the importance of this data for personalizing replies by type of case:
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Facebook: Profile picture |
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= The user's Facebook profile picture |
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Please rate the importance of this data for personalizing replies in general:
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Please rate the importance of this data for personalizing replies by type of case:
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Facebook: additional information in user's profile (e.g. Interests, Likes etc) |
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= all additional information in the user's Facebook profile (interests, movies, books ...) |
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Please rate the importance of this data for personalizing replies in general:
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Please rate the importance of this data for personalizing replies by type of case:
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= Friends & amount of friends (Facebook) |
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Please rate the importance of this data for personalizing replies in general:
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Please rate the importance of this data for personalizing replies by type of case:
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= the Twitter user-name (which is automatically shown to you), so you are very likely to check it! |
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Please rate the importance of this data for personalizing replies in general:
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Please rate the importance of this data for personalizing replies by type of case:
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Twitter - User profile picture |
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= user profile picture on Twitter |
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Please rate the importance of this data for personalizing replies in general:
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Please rate the importance of this data for personalizing replies by type of case:
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= amount of followers of the user |
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Please rate the importance of this data for personalizing replies in general:
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Please rate the importance of this data for personalizing replies by type of case:
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Twitter - Prior Tweets of User (NOT TO KLM) |
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= Prior tweets of the user which are NOT related to the case |
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Please rate the importance of this data for personalizing replies in general:
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Please rate the importance of this data for personalizing replies by type of case:
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| What data do you currently need most often and for what reason do you need it? | | |
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| What data would you like to have in future to speed up the response process? | | |
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| Do you have comments on the questionnaire? | | |
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