We are pleased to share our 2024.1 product enhancements. As part of our ongoing commitment to innovation and meeting the evolving needs of our users, we have introduced several enhancements designed to improve efficiency and performance. These releases cover various aspects of survey management, significantly improving your customer feedback management and ability to achieve your CX objectives. See below for more details on the areas we’ve made updates to.

The introduction of the ability to send surveys to either all contacts or only the primary contacts within the Relationship Sublist of all NetSuite records in SuiteFeedback Release Version 2024.1 significantly broadens the scope for customer feedback collection. This feature is designed to enhance the flexibility and effectiveness of survey distribution, ensuring businesses can tailor their feedback initiatives to meet diverse needs and objectives.

SuiteFeedback now offers complete flexibility in setting the "From Name" and "Email" for email surveys, allowing businesses to personalize the sender details. This means you can choose to send surveys from the sales representative of an order or the support case representative, making the survey outreach more personal and directly relevant to the recipient's experience. This level of customization enhances the likelihood of survey engagement, leveraging established relationships to gather valuable feedback.

SuiteFeedback elevates survey personalization by enabling dynamic fields in survey emails. This feature allows for the inclusion of any field from the record, both custom and native, directly into the email content. Such personalization makes each survey feel uniquely relevant to the recipient, significantly boosting engagement and response rates.

This dynamic personalization goes beyond improving response rates; it enriches the quality of feedback by making each survey resonate with the individual recipient's journey. SuiteFeedback's use of dynamic fields underscores its commitment to not just collecting feedback but enhancing customer relationships and driving strategic insights.

SuiteFeedback has expanded its capabilities to include support for surveying both vendor and employee records. This enhancement allows businesses to extend their feedback collection to encompass not just customers but also vendors and employees, offering a more holistic view of the organizational ecosystem. By integrating feedback from these additional groups, companies can gain insights into the complete supply chain and internal operations, facilitating improvements in vendor management, employee satisfaction, and overall operational efficiency.
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This feature underscores SuiteFeedback's commitment to leveraging the NetSuite platform for comprehensive feedback management, enabling businesses to tailor their feedback strategies across different segments of their operation. The ability to survey vendors and employees directly within the same system used for customer feedback simplifies the feedback loop, ensuring that businesses can easily act on insights across all areas of their organization.

SuiteFeedback introduces a "Marketing Opt-In" option in surveys, empowering customers to grant permission for their feedback to be used in marketing initiatives or to agree to follow-up communications based on the positive feedback they've provided. This feature not only respects customer preferences and complies with privacy regulations but also opens up new avenues for businesses to engage with their most satisfied customers.
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Incorporating a marketing opt-in directly into surveys facilitates a seamless way to identify and leverage positive customer experiences. Customers who opt in can be segmented for targeted marketing campaigns, testimonial acquisition, or further engagement opportunities, turning their positive feedback into actionable insights and marketing assets.
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This approach aligns with a strategy that prioritizes customer consent and engagement, ensuring that marketing efforts are directed toward those who are genuinely interested and have had positive experiences. It also reinforces the value of feedback by directly linking it to potential marketing actions, enhancing the customer's role in shaping the brand's narrative.

SuiteFeedback enhances survey personalization by supporting HTML in the introduction and thank-you fields. This feature enables businesses to customize surveys with brand-specific styling, including logos, fonts, and colors. Such customization not only improves visual appeal but also aligns the survey experience with the company's brand identity, encouraging higher engagement from recipients.

SuiteFeedback's URL-based survey deployment now includes the capability to request the respondent's name and/or email within the survey itself. This feature is especially useful when surveys are distributed through channels where the recipient's contact information is not pre-known or linked, such as in social media posts or public forums. By incorporating fields for name and email, businesses can gather contact details directly from the survey, facilitating follow-up actions and building a more comprehensive database of respondent information. This enhancement ensures that even when surveys are broadly distributed, the opportunity to connect personally with respondents and enrich customer profiles is not lost.
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SuiteFeedback introduces a "Survey Throttle per Project" setting, offering a tailored approach to managing survey frequency that can override the global throttle settings. This feature provides businesses with the flexibility to specify how often surveys can be sent out on a project-by-project basis, ensuring that respondents do not receive surveys too frequently from multiple campaigns. By customizing throttle settings for individual projects, companies can better align their survey strategies with the unique needs and engagement levels of different audience segments, enhancing response quality and participant experience. This customization ensures a more strategic and respectful approach to soliciting feedback, optimizing engagement without overwhelming respondents.

SuiteFeedback has updated the terminology from "Feedback Project" to "Experience Feedback" to more accurately reflect the focus on evaluating specific customer interactions with the company. This change emphasizes the goal of measuring the quality and impact of individual experiences rather than framing feedback collection as a generic project or campaign. By adopting the term "Experience Feedback," it underlines the commitment to understanding and improving the customer journey in precise and meaningful ways, aligning the feedback process more closely with the aim of enhancing customer satisfaction and loyalty. This linguistic shift reinforces the importance of each customer's experience, signaling a strategic approach to feedback that prioritizes actionable insights into customer engagement and satisfaction.

To align with Google and Yahoo's updated email deliverability requirements, SuiteFeedback has implemented enhancements including the addition of Unsubscribe list headers and DMARC (Domain-based Message Authentication, Reporting, and Conformance) records to your domain. These updates are crucial for improving email deliverability and ensuring that your surveys reach your intended audience without being marked as spam.

The inclusion of Unsubscribe headers makes it easier for recipients to opt-out of communications, a practice that not only respects user preferences but also positively impacts your sender reputation. DMARC records provide an additional layer of authentication, verifying that the emails sent from your domain are legitimate and thereby reducing the risk of phishing attacks. Together, these adjustments help safeguard your email marketing efforts, ensuring they comply with the latest standards set by leading email service providers. This proactive approach demonstrates SuiteFeedback's commitment to maintaining best practices in email communications and enhancing the overall effectiveness of your feedback collection strategy.