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Agent survey - Final

The importance of data for personalizing replies on Facebook & Twitter
0%
Exit Survey
 
 


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].

3x KLM calendars (for 2015) will be raffled among all participants that completed the questionnaire. The winners will be announced via CHATTER.



Thanks in advance for your contribution!


Please start with the survey now by clicking on the Continue button below.
 
 
 
* Your Experience as KLM social agent
 
Beginner
 
Competent
 
Expert
 
 
 
Do you have experience with replying to posts on FACEBOOK?
 
Yes
 
No
 
 
 
Do you have experience with replying to tweets on TWITTER?
 
Yes
 
No
 
 
 
PLEASE READ CAREFULLY
 
 
All questions are related to the interface which is shown to you when you press the button 'engage' in the salesforce.com social console (see screenshot below). 





Each question on data has three 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 often DO you, or WOULD you check this data when replying to user posts or tweets

[2] How important is this data for you in general when personalizing replies to user posts or tweets

[3] How important is this data for you when personalizing replies to posts/tweets by type of case
 

The type of engagement should be familiar to you (you select it manually for each case).



If any data is not shown in the social console, then please think about the importance if it would be shown.
 
 
 
KLM Transaction data
 
 
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
 
 

How often do you check transaction data when replying?
1 [rarely] 2 [Infrequently] 3 [sometimes] 4 [frequently] 5 [most of the time]
* Frequency
 
 

Please rate the importance of transaction data for personalizing replies in general
1 [very low importance] 2 [low importance] 3 [slightly important] 4 [neutral] 5 [moderataly important] 6 [high importance] 7 [very high importance]
* Overall importance
 
 

Please rate the importance of transaction data for personalizing replies by type of case:
1 [very low importance] 2 [low importance] 3 [slightly important] 4 [neutral] 5 [moderataly important] 6 [high importance] 7 [very high importance]
* Question
* Complaint
* Feedback
* Information only
* Compliment
 
 
 
Demographic data
 
 
Demographic data = Age & Sex of customer
 
 

How often do or would you check this data when replying?
1 [rarely] 2 [Infrequently] 3 [sometimes] 4 [frequently] 5 [most of the time]
* Frequency
 
 

Please rate the importance of this data for personalizing replies in general:
1 [very low importance] 2 [low importance] 3 [slightly important] 4 [neutral] 5 [moderataly important] 6 [high importance] 7 [very high importance]
* Overall importance
 
 

Please rate the importance of this data for personalizing replies by type of case:
1 [very low importance] 2 [low importance] 3 [slightly important] 4 [neutral] 5 [moderataly important] 6 [high importance] 7 [very high importance]
* Question
* Complaint
* Feedback
* Information only
* Compliment
 
 
 
KLM Touchpoint data
 
 
KLM Touchpoint data = engagement of customer in KLM touchpoints as call-center, e-mail, chat ...
 
 
How often do you check 'touchpoint' data when replying?
1 [rarely] 2 [Infrequently] 3 [sometimes] 4 [frequently] 5 [most of the time]
* Frequency
 
 

Please rate the importance of this data for personalizing replies in general:
1 [very low importance] 2 [low importance] 3 [slightly important] 4 [neutral] 5 [moderataly important] 6 [high importance] 7 [very high importance]
* Overall importance
 
 

Please rate the importance of this data for personalizing replies by type of case:
1 [very low importance] 2 [low importance] 3 [slightly important] 4 [neutral] 5 [moderataly important] 6 [high importance] 7 [very high importance]
* Question
* Complaint
* Feedback
* Information only
* Compliment
 
 
 
Level of engagement with KLM
 
 
Level of engagement = How often the user communicates with KLM
 
 
How often do you check the 'Level of engagement' for responding?
1 [rarely] 2 [Infrequently] 3 [sometimes] 4 [frequently] 5 [most of the time]
* Frequency
 
 

Please rate the importance of this data for personalizing replies in general:
1 [very low importance] 2 [low importance] 3 [slightly important] 4 [neutral] 5 [moderataly important] 6 [high importance] 7 [very high importance]
* Overall importance
 
 

Please rate the importance of this data for personalizing replies by type of case:
1 [very low importance] 2 [low importance] 3 [slightly important] 4 [neutral] 5 [moderataly important] 6 [high importance] 7 [very high importance]
* Question
* Complaint
* Feedback
* Information only
* Compliment
 
 
 
FlyingBlue Details
 
 
= FlyingBlue Details tab in social console
 
 
How often do you check 'FlyingBlue Details' when responding?
1 [rarely] 2 [Infrequently] 3 [sometimes] 4 [frequently] 5 [most of the time]
* Frequency
 
 

Please rate the importance of this data for personalizing replies in general:
1 [very low importance] 2 [low importance] 3 [slightly important] 4 [neutral] 5 [moderataly important] 6 [high importance] 7 [very high importance]
* Overall importance
 
 

Please rate the importance of this data for personalizing replies by type of case:
1 [very low importance] 2 [low importance] 3 [slightly important] 4 [neutral] 5 [moderataly important] 6 [high importance] 7 [very high importance]
* Question
* Complaint
* Feedback
* Information only
* Compliment
 
 
 
VIP / Ambassador information
 
 
= VIP & Ambassador fields in the social console
 
 
How often do you check whether the user is an VIP or Ambassador when replying?
1 [rarely] 2 [Infrequently] 3 [sometimes] 4 [frequently] 5 [most of the time]
* Frequency
 
 

Please rate the importance of this data for personalizing replies in general:
1 [very low importance] 2 [low importance] 3 [slightly important] 4 [neutral] 5 [moderataly important] 6 [high importance] 7 [very high importance]
* Overall importance
 
 

Please rate the importance of this data for personalizing replies by type of case:
1 [very low importance] 2 [low importance] 3 [slightly important] 4 [neutral] 5 [moderataly important] 6 [high importance] 7 [very high importance]
* Question
* Complaint
* Feedback
* Information only
* Compliment
 
 
 
Last 5 Cases
 
 
= 'Last 5 Cases' tab in the social console
 
 
How often do you check the "Last 5 Cases" when replying?
1 [rarely] 2 [Infrequently] 3 [sometimes] 4 [frequently] 5 [most of the time]
* Frequency
 
 

Please rate the importance of this data for personalizing replies in general:
1 [very low importance] 2 [low importance] 3 [slightly important] 4 [neutral] 5 [moderataly important] 6 [high importance] 7 [very high importance]
* Overall importance
 
 

Please rate the importance of this data for personalizing replies by type of case:
1 [very low importance] 2 [low importance] 3 [slightly important] 4 [neutral] 5 [moderataly important] 6 [high importance] 7 [very high importance]
* Question
* Complaint
* Feedback
* Information only
* Compliment
 
 
 
Knowledge Database
 
 
= 'Knowledge database' tab in the social console
 
 
How often do you check the 'Knowledge database' when replying?
1 [rarely] 2 [Infrequently] 3 [sometimes] 4 [frequently] 5 [most of the time]
* Frequency
 
 

Please rate the importance of this data for personalizing replies in general:
1 [very low importance] 2 [low importance] 3 [slightly important] 4 [neutral] 5 [moderataly important] 6 [high importance] 7 [very high importance]
* Overall importance
 
 

Please rate the importance of this data for personalizing replies by type of case:
1 [very low importance] 2 [low importance] 3 [slightly important] 4 [neutral] 5 [moderataly important] 6 [high importance] 7 [very high importance]
* Question
* Complaint
* Feedback
* Information only
* Compliment
 
 
 
Updates on products or disruptions in CHATTER
 
 
Updates on products or disruptions of in CHATTER = e.g. flight disruptions, errors on website, introduction of new seats (...)
 
 
How often do you check CHATTER for this information when replying?
1 [rarely] 2 [Infrequently] 3 [sometimes] 4 [frequently] 5 [most of the time]
* Frequency
 
 

Please rate the importance of this data for personalizing replies in general:
1 [very low importance] 2 [low importance] 3 [slightly important] 4 [neutral] 5 [moderataly important] 6 [high importance] 7 [very high importance]
* Overall importance
 
 

Please rate the importance of this data for personalizing replies by type of case:
1 [very low importance] 2 [low importance] 3 [slightly important] 4 [neutral] 5 [moderataly important] 6 [high importance] 7 [very high importance]
* Question
* Complaint
* Feedback
* Information only
* Compliment
 
 
 
Sentiment of user
 
 

Sentiment = currently, the sentiment needs to be filled out manually.
Think about the case, it would be AUTOMATICALLY shown to you:
 
 
How often DO or WOULD you check 'Sentiment' when replying?
1 [rarely] 2 [Infrequently] 3 [sometimes] 4 [frequently] 5 [most of the time]
* Frequency
 
 

Please rate the importance of this data for personalizing replies in general:
1 [very low importance] 2 [low importance] 3 [slightly important] 4 [neutral] 5 [moderataly important] 6 [high importance] 7 [very high importance]
* Overall importance
 
 

Please rate the importance of this data for personalizing replies by type of case:
1 [very low importance] 2 [low importance] 3 [slightly important] 4 [neutral] 5 [moderataly important] 6 [high importance] 7 [very high importance]
* Question
* Complaint
* Feedback
* Information only
* Compliment
 
 
 
Home-Location of user in his/her profile
 
 

= information in the user's social profile on where he comes from/ where he lives
 
 
How often DO or WOULD you check the user's 'Residence' when replying?
1 [rarely] 2 [Infrequently] 3 [sometimes] 4 [frequently] 5 [most of the time]
* Frequency
 
 

Please rate the importance of this data for personalizing replies in general:
1 [very low importance] 2 [low importance] 3 [slightly important] 4 [neutral] 5 [moderataly important] 6 [high importance] 7 [very high importance]
* Overall importance
 
 

Please rate the importance of this data for personalizing replies by type of case:
1 [very low importance] 2 [low importance] 3 [slightly important] 4 [neutral] 5 [moderataly important] 6 [high importance] 7 [very high importance]
* Question
* Complaint
* Feedback
* Information only
* Compliment
 
 
 
Current location when sending post
 
 

=  the current location of user (if it is shown in the post/tweet)
 
 
How often DO or WOULD you check the 'Current Location' when replying?
1 [rarely] 2 [Infrequently] 3 [sometimes] 4 [frequently] 5 [most of the time]
* Frequency
 
 

Please rate the importance of this data for personalizing replies in general:
1 [very low importance] 2 [low importance] 3 [slightly important] 4 [neutral] 5 [moderataly important] 6 [high importance] 7 [very high importance]
* Overall importance
 
 

Please rate the importance of this data for personalizing replies by type of case:
1 [very low importance] 2 [low importance] 3 [slightly important] 4 [neutral] 5 [moderataly important] 6 [high importance] 7 [very high importance]
* Question
* Complaint
* Feedback
* Information only
* Compliment
 
 
 
Trending topics on Twitter
 
 

= high volume of tweets, e.g. on hot topics the community discusses (can also be KLM)
 
 
How often DO or WOULD you check 'Trending topics on Twitter' when replying?
1 [rarely] 2 [Infrequently] 3 [sometimes] 4 [frequently] 5 [most of the time]
* Frequency
 
 

Please rate the importance of this data for personalizing replies in general:
1 [very low importance] 2 [low importance] 3 [slightly important] 4 [neutral] 5 [moderataly important] 6 [high importance] 7 [very high importance]
* Overall importance
 
 

Please rate the importance of this data for personalizing replies by type of case:
1 [very low importance] 2 [low importance] 3 [slightly important] 4 [neutral] 5 [moderataly important] 6 [high importance] 7 [very high importance]
Question
Complaint
Feedback
Information only
Compliment
 
 
 
Information on competitors on Facebook & Twitter
 
 

= e.g. campaigns of other companies on social media (NOT KLM)
 
 
How often DO / WOULD you check of 'Competitor information' from Facebook & Twitter when replying?
1 [rarely] 2 [Infrequently] 3 [sometimes] 4 [frequently] 5 [most of the time]
* Frequency
 
 

Please rate the importance of this data for personalizing replies in general:
1 [very low importance] 2 [low importance] 3 [slightly important] 4 [neutral] 5 [moderataly important] 6 [high importance] 7 [very high importance]
* Overall importance
 
 

Please rate the importance of this data for personalizing replies by type of case:
1 [very low importance] 2 [low importance] 3 [slightly important] 4 [neutral] 5 [moderataly important] 6 [high importance] 7 [very high importance]
Question
Complaint
Feedback
Information only
Compliment
 
 
 
Second part of the survey
 
 
Facebook: User-Name
 
 
= the user's Facebook name (which is automatically shown to you), meaning you are very likely to check it!
 

How often do you check 'Facebook user name' when replying to Facebook posts?
1 [rarely] 2 [Infrequently] 3 [sometimes] 4 [frequently] 5 [most of the time]
* Frequency
 
 

Please rate the importance of this data for personalizing replies in general:
1 [very low importance] 2 [low importance] 3 [slightly important] 4 [neutral] 5 [moderataly important] 6 [high importance] 7 [very high importance]
* Overall importance
 
 

Please rate the importance of this data for personalizing replies by type of case:
1 [very low importance] 2 [low importance] 3 [slightly important] 4 [neutral] 5 [moderataly important] 6 [high importance] 7 [very high importance]
Question
Complaint
Feedback
Information only
Compliment
 
 
 
Facebook: Profile picture
 
 
= The user's Facebook profile picture
 
 
 
How often DO or WOULD you check the 'Facebook Profile Picture' when replying to Facebook posts?
1 [rarely] 2 [Infrequently] 3 [sometimes] 4 [frequently] 5 [most of the time]
* Frequency
 
 

Please rate the importance of this data for personalizing replies in general:
1 [very low importance] 2 [low importance] 3 [slightly important] 4 [neutral] 5 [moderataly important] 6 [high importance] 7 [very high importance]
* Overall importance
 
 

Please rate the importance of this data for personalizing replies by type of case:
1 [very low importance] 2 [low importance] 3 [slightly important] 4 [neutral] 5 [moderataly important] 6 [high importance] 7 [very high importance]
Question
Complaint
Feedback
Information only
Compliment
 
 
 
Facebook: additional information in user's profile (e.g. Interests, Likes etc)
 
 
= all additional information in the user's Facebook profile (interests, movies, books ...)
 
 
 
How often DO or WOULD you check additional information in the user's Facebook profile when replying?
1 [rarely] 2 [Infrequently] 3 [sometimes] 4 [frequently] 5 [most of the time]
* Frequency
 
 

Please rate the importance of this data for personalizing replies in general:
1 [very low importance] 2 [low importance] 3 [slightly important] 4 [neutral] 5 [moderataly important] 6 [high importance] 7 [very high importance]
* Overall importance
 
 

Please rate the importance of this data for personalizing replies by type of case:
1 [very low importance] 2 [low importance] 3 [slightly important] 4 [neutral] 5 [moderataly important] 6 [high importance] 7 [very high importance]
Question
Complaint
Feedback
Information only
Compliment
 
 
 
Facebook: User's Network
 
 

= Friends & amount of friends (Facebook)
 
How often DO or WOULD you check the 'User's Network' when replying?
1 [rarely] 2 [Infrequently] 3 [sometimes] 4 [frequently] 5 [most of the time]
* Frequency
 
 

Please rate the importance of this data for personalizing replies in general:
1 [very low importance] 2 [low importance] 3 [slightly important] 4 [neutral] 5 [moderataly important] 6 [high importance] 7 [very high importance]
* Overall importance
 
 

Please rate the importance of this data for personalizing replies by type of case:
1 [very low importance] 2 [low importance] 3 [slightly important] 4 [neutral] 5 [moderataly important] 6 [high importance] 7 [very high importance]
Question
Complaint
Feedback
Information only
Compliment
 
 
 
You are almost done!
 
 
 
Twitter - User name
 
 
= the Twitter user-name (which is automatically shown to you), so you are very likely to check it!
 
 
 
How often do you check the 'Twitter user name'?
1 [rarely] 2 [Infrequently] 3 [sometimes] 4 [frequently] 5 [most of the time]
* Frequency
 
 

Please rate the importance of this data for personalizing replies in general:
1 [very low importance] 2 [low importance] 3 [slightly important] 4 [neutral] 5 [moderataly important] 6 [high importance] 7 [very high importance]
* Overall importance
 
 

Please rate the importance of this data for personalizing replies by type of case:
1 [very low importance] 2 [low importance] 3 [slightly important] 4 [neutral] 5 [moderataly important] 6 [high importance] 7 [very high importance]
Question
Complaint
Feedback
Information only
Compliment
 
 
 
Twitter - User profile picture
 
 
= user profile picture on Twitter
 
 
 
How often do you check the Twitter 'user profile picture' when replying?
1 [rarely] 2 [Infrequently] 3 [sometimes] 4 [frequently] 5 [most of the time]
* Frequency
 
 

Please rate the importance of this data for personalizing replies in general:
1 [very low importance] 2 [low importance] 3 [slightly important] 4 [neutral] 5 [moderataly important] 6 [high importance] 7 [very high importance]
* Overall importance
 
 

Please rate the importance of this data for personalizing replies by type of case:
1 [very low importance] 2 [low importance] 3 [slightly important] 4 [neutral] 5 [moderataly important] 6 [high importance] 7 [very high importance]
Question
Complaint
Feedback
Information only
Compliment
 
 
 
Twitter - Followers
 
 


= amount of followers of the user
 
How often do you check the user's 'Followers' when replying?
1 [rarely] 2 [Infrequently] 3 [sometimes] 4 [frequently] 5 [most of the time]
* Frequency
 
 

Please rate the importance of this data for personalizing replies in general:
1 [very low importance] 2 [low importance] 3 [slightly important] 4 [neutral] 5 [moderataly important] 6 [high importance] 7 [very high importance]
* Overall importance
 
 

Please rate the importance of this data for personalizing replies by type of case:
1 [very low importance] 2 [low importance] 3 [slightly important] 4 [neutral] 5 [moderataly important] 6 [high importance] 7 [very high importance]
Question
Complaint
Feedback
Information only
Compliment
 
 
 
Twitter - Prior Tweets of User (NOT TO KLM)
 
 

= Prior tweets of the user which are NOT related to the case
 
How often DO or WOULD you check 'prior tweets' when replying?
1 [rarely] 2 [Infrequently] 3 [sometimes] 4 [frequently] 5 [most of the time]
* Frequency
 
 

Please rate the importance of this data for personalizing replies in general:
1 [very low importance] 2 [low importance] 3 [slightly important] 4 [neutral] 5 [moderataly important] 6 [high importance] 7 [very high importance]
* Overall importance
 
 

Please rate the importance of this data for personalizing replies by type of case:
1 [very low importance] 2 [low importance] 3 [slightly important] 4 [neutral] 5 [moderataly important] 6 [high importance] 7 [very high importance]
Question
Complaint
Feedback
Information only
Compliment
 
 
How often do you see the possibility to provide an additional offer (paid seats, paid meals, upgrades) when replying to users?
% of cases
-
 
 
 
What data do you currently need most often and for what reason do you need it?
   
 
 
 
What data would you like to have in future to speed up the response process?
   
 
 
 
Any comments on the survey? ;-)