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The Zonka Feedback Blog

Feedback Management, Feedback Trends, Feedback Technology, Data & Analysis, amazing Survey Tips & New Features at Zonka

Customer satisfaction survey – why it counts more than you know

Customer satisfaction survey – why it counts more than you know

Once a couple decided to ditch their favorite restaurant for once and try out a new one for their anniversary. The decent interiors and warm ambiance teased them in. But sadly as they say appearances are deceptive, the food in the new restaurant wasn’t even half good as its charming ambiance. The couple felt regretful and without wasting any more time on their anniversary night, paid the bill and bolted out of the restaurant to switched back to their old favorite place. This is a very common case of how customers churn.  Bad experiences are the are the main reason for a high churn rate. According to Esteban Kolsky of thinkJar - “Only 1 out of 26 unhappy customers complain. The rest just leave.” How do you think the new restaurant could have tackled this churn better? According to us, by either implementing a customer satisfaction software or by offering a customer satisfaction survey to be filled (on premises/ online). Customer satisfaction is imperative for the survival of a business. And the best way to evaluate customer satisfaction is to simply ask them. Ask such questions in your customer satisfaction survey that spill out the kind of data you require in order to improve your product and services. Customer satisfaction surveys are everywhere; customers are bombarded with online surveys from companies. It would be quite believable if we say that every one of us has at least once in our lives received such surveys. And in addition to the ease of distribution and quick results,…read more
How to Create Surveys That Boost Your Response Rate

How to Create Surveys That Boost Your Response Rate

Your survey response rate is the report card of your survey’s performance. Bain Insights reported, “Higher response rates lead to more accurate survey scores. Anything less than a 40% response rate for business-to-consumer (B2C) and 60% for B2B enterprises is a red flag”. Now did that raise your eyebrows? We understand that these statistics for customer surveys reveal some numbers which are very hard to achieve. But trust us by the end of this post you will be some steps closer to achieving this far-fetched goal. We bring you 10 simple tips that will help you to improve your current survey response rates, guaranteed! 10 ways to enhance your response rates- 1) Know your audience Identify your target audience clearly and design the survey questions keeping them at the back of your mind. Be aware of the age, gender, and other such respondent demographics as they would help in creating exclusive survey forms. Also, consider your audience for the timings of the survey. For instance, if you are sending employee surveys, sending them the survey during the weekdays during your office timings will be most suitable. 2) Create surveys that appeal in the first go The survey design is the first thing that your respondent notices. A well-put up survey with enthralling color schemes, an attractive background, and apt pictures does the work of a silent ambassador for your brand. If the respondent finds the visual appeal of your surveys impressive he/she will surely opt-in to leave a feedback for your survey. 3) Define the…read more
Using Zonka for US opinion polls

Using Zonka for US opinion polls

US opinion polls are favoring Clinton, could Trump really win despite this fact? Maybe, who knows. Opinion polls are used and believed throughout the course of election campaigns by candidates. Also, they are believed by the media to see which candidates are ahead and who is likely to emerge victorious. But sadly, the polls yet so far have been successful in the contrived shaping of public opinion rather than reflecting it. How can we say this so confidently? Let’s hear a story from the vault of erstwhile US Presidential elections. In the 1948 Presidential election, the US opinion polls predicted certain victory for Republican Thomas E. Dewey. Without waiting for the official count of the votes, Chicago Daily Tribune on November 3, 1948, throughout the country proclaimed in their headlines, "Dewey Defeats Truman." The rest is history ... Harry S Truman was elected the 31st President of the United States. Wondering how did that happen? Let’s dig deep. It is hard to get a representative sample of the population to answer survey questions. Due to this most polls weigh their response data to match the expected composition of the electorate. Also, the methods used to collect poll responses lead to discrepancies in actual opinions of the electorate and rolled out opinion polls. Majorly, there are 3 methods that are used to collect US opinion polls- Telephonic polls Online polls IVRs But the problem with all these three is that they involve high human involvement. And it further leads to bias and miscommunication. Moreover many questions on…read more
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