How does the process work?
When you click "Send Heartbeat" we send a survey to your customers with six questions at a regular interval, which you specify. The submission window will stay open for 4 weeks. The system will automatically follow-up with your customers who have not submitted and notify you when we need your action. We then analyse the data and compare to data received from others in the industry. Lastly, we present the information in a format we hope you will find useful and/or actionable for your business.
What Questions do you ask?
We identify the most popular questions used by others in your industry, although we also give you the option to add a custom question. If you do, you won't get benchmarked against this question, unless others in future choose to use your question.
There are four questions you can change, and two fixed questions. The first fixed question is "Overall Satisfaction" and the second is a multi-choice question of 3 options (we call this "Customer Sentiment") :
- I would go out of my way to recommend COMPANY (love you)
- I would recommend COMPANY if asked (like you)
- I would not feel comfortable recommending COMPANY (not satisfied)
Can I add my own Questions?
You can change one of our four pre-selected questions to a custom question. You cannot benchmark your performance against others on a custom question, unless others think the question is relevant and also start using it on their Heartbeats.
What if I don't think the "Recommended Questions" apply to my business?
Feel free to change them to your own custom questions. If others agree your questions are more relevant, they will become more popular and people will begin benchmarking themselves against them!
What do my Customers receive?
Once you click the "Send Heartbeat" button on the Dashboard your Customers will receive the Heartbeat request via email. You can see a sample of how this will look here. They will also receive two follow up reminders at 7 and 14 days if they do not submit their responses.
Will my Customers be spammed?
Never. Your customers will never receive anything other than the Heartbeat request email, and two follow-up reminder emails. Each period, you must approve the Heartbeat to be sent before it goes out again.
If I add a Customer to the System after I've sent the Heartbeat what happens?
The Customer will be added to the upcoming Heartbeat Schedule. To manually send the Heartbeat straight away, you need to go into the contact and manually send the Heartbeat.
Benchmarking & Awards
What is a "Top Performer" in the Industry Benchmarking
The top performers is the average of the top 5% of Performers in your particular Industry and Region.
How do you protect the Integrity of the Awards & Ranking Systems?
The awards and rankings take your individual scores and weight them based on an intelligent algorithm developed by our engineers to stop "gaming" of the system. This algorithm mostly compares a particular Company against what we perceive to be the Industry standard based off the data we have collected to determine if a weighting should be applied. It factors into account things such as:
- The % of free email accounts in use
- It's harder to get higher satisfaction scores from many clients, than just having one or two clients.
- If people are not participating, chances are they are not overly satisfied
- Newer clients often start happier during the "Honeymoon Phase".
This algorithm is constantly being refined to maintain the integrity of the Client Heartbeat system and the Awards/Ranking Process.
How do I know what Geographic Region I am being compared against and can I change it?
We always try and compare you against others of your size (staff wise), in your city, then state, or, in rare situations, at a National level (if we don't have enough benchmarking data). You will receive information on which region you fall into when you receive awards and rankings.
How many users do you have in each Industry?
We don't disclose the exact numbers however we are selective in which Industries we will allow Benchmarking to occur. If we do not have enough data to provide a relevant Benchmark you will see this on the Dashboard.
How are Benchmarks in the Dashboard Calculated
The benchmark data on the dashboard is calculated using absolute values (exactly what people submit). We exclude companies from the benchmarking data who have less than 5 Customers added to avoid skewing the results. No further weighting is applied. We believe it is better to see this data in raw form.
How do you stop people "gaming" the system for better awards and rankings?
See above. We have built and continue to refine a complex algorithm which weights down people who are gaming the system.
Can I customise the content of the emails and Heartbeats sent to my Customers?
Yes - you can do this by clicking "Your Settings" and going to "Email Settings."
Can I send from my email address instead of @Clientheartbeat.com
Yes - you can send from your email address via our mail server, or through your own SMTP server.
Is my Credit Card safe?
When purchasing from Client Heartbeat your financial details are passed through a secure server using the latest 128-bit SSL (secure sockets layer) encryption technology.128-bit SSL encryption is approximated to take at least one trillion years to break, and is the industry standard. If you have any questions regarding our security policy, please contact us [email protected]
Can I get a refund?
Please choose carefully. Before signing up it is your responsibility to make sure Client Heartbeat suits your needs. We do not give refunds if you change your mind or make a wrong decision.
How secure is my Customer Data?
Client Heartbeat's physical infrastructure is hosted and managed within Amazon's secure data centers and utilize the Amazon Web Service (AWS) technology. Amazon continually manages risk and undergoes recurring assessments to ensure compliance with industry standards. Amazon's data center operations have been accredited under:
- ISO 27001
- SOC 1/SSAE 16/ISAE 3402 (Previously SAS 70 Type II)
- PCI Level 1
- FISMA Moderate
- Sarbanes-Oxley (SOX)
Where is my Data Stored?
Client Heartbeat utilizes ISO 27001 and FISMA certified data centers managed by Amazon. Amazon has many years of experience in designing, constructing, and operating large-scale data centers. This experience has been applied to the AWS platform and infrastructure. AWS data centers are housed in nondescript facilities, and critical facilities have extensive setback and military grade perimeter control berms as well as other natural boundary protection. Physical access is strictly controlled both at the perimeter and at building ingress points by professional security staff utilizing video surveillance, state of the art intrusion detection systems, and other electronic means. Authorized staff must pass two-factor authentication no fewer than three times to access data center floors. All visitors and contractors are required to present identification and are signed in and continually escorted by authorized staff.
Amazon only provides data center access and information to employees who have a legitimate business need for such privileges. When an employee no longer has a business need for these privileges, his or her access is immediately revoked, even if they continue to be an employee of Amazon or Amazon Web Services. All physical and electronic access to data centers by Amazon employees is logged and audited routinely.
For additional information see: https://aws.amazon.com/security