Forecast for Additional Survey Responses

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Posted on by bobbyschang

Since licensing for Customer Voice (previously Forms Pro) revolves around number of survey responses <<https://docs.microsoft.com/en-us/forms-pro/purchase>>, does anyone have a recommended approach on how to forecast the amount/number of additional survey responses?

Working with an org, who's looking to be more systematic in purchasing more survey responses with Customer Voice. Thanks in advance for your input!

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Welly Lee Microsoft Employee on at

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You may use the following steps to estimate the number of customer voice license you need:

Identify business scenarios where you would use Customer Voice

For each scenario, estimate what is total number of people you would ask to fill out the survey and how many times per year you plan to collect the data. For example:

Sending satisfaction feedback after customer support calls = 3000 avg. support call / month * 12 months 36,000 surveys

Periodically collect feedback from 30,000 customer contacts twice a year = 30,000 x 2 = 60,000 surveys

Quarterly employee pulse survey to 5000 employees = 20,000 surveys

Estimate expected response rate from your surveys for each scenario. Typically, return rate for an average external survey is 10% and optional internal employee survey to be around 30%. You would need to use a historical data if available and adjust the estimate based on your specific scenarios. For example:

Customer support calls (this is a new process and there is no historical data)= 24,000 surveys x 10% average = 3,600 responses

Periodic customer feedback (based on historical data, you receive 50% response rate from customer feedback) = 60,000 survey x 50% response rate = 30,000 responses

Quarterly employee pulse feedback (optional survey, this is a new process so no historical data) =20,000 surveys x 30% = 6,000 surveys

Sum estimated expected responses / year + 20% buffer = (3,600+30,000+6,000) + 20% = 47,520

Calculate number of unit of Customer Voice license you need. Note that each unit of Customer Voice license allows you to receive 2,000 survey responses / month but since Customer Voice monitor usage at annual capacity level (to provide flexibility for you to send quarterly/annual survey), you would use 12x2000 responses = 24,000 responses/year for each unit. For the example above, 47,520 / 24,000 = 1.98 unit of license. Rounding up the number of licenses = 2 units of licenses need to be purchased.

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PhilMM 10 on at

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This sounds like a good approach to estimating expected response levels, but how can I actually measure consumption of the licences, to work out whether, in practice, I need more, or need less?

Your guidance would be much appreciated, as I can find nothing in any of the Admin Consoles to provide that information.

Cheers

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