Every business must know whether its customers like or dislike its products and services. For this purpose, Customer Feedback surveys are used, but the response rates on all survey channels, on average, is around 30%. The most common reason is that people are so busy nowadays that they don’t want to spend much time filling out lengthy surveys.
The best way out is to create short and straightforward CSAT Surveys that the customers can respond to in seconds. One such type of survey is the thumbs up/down survey. It is a short and simple survey that includes dichotomous questions for the customers to respond to.
In this article, we will explore what thumbs up/down Surveys are, their benefits, when you can use them, and some valuable tips for using these surveys. Let's get started!
Thumbs Up/Down surveys are short surveys wherein customers are asked to provide feedback by responding simply by choosing the thumbs up or thumbs down option.
These surveys are simple, short, super fast to respond to, useful for collecting feedback for every touchpoint separately, and can yield higher and more accurate responses.
Thumbs up/down surveys are ideal when you have a business of a fast nature, when your audience is more of millennials or children, when you want to capture feedback for multiple aspects separately, and when you just want to get simple answers like yes or no, like or dislike, etc.
To make the most of thumbs-up/down surveys, you should ask simple questions, encourage the audience to respond, align the thumbs up/down gestures with phrases to respond, and always ask a follow-up question to your customers.
You can easily create and share thumbs up/down surveys with an effective customer satisfaction software like Zonka Feedback which not only lets you create & share surveys but also enables you to take instant action on feedback and improve customer experience. It also offers a free trial for 14 days.
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What are Thumbs Up/Down Surveys?
A Thumbs Up Thumbs Down Survey is a short and simple survey in which you ask for feedback from your customers, and the customers need to respond by just choosing a thumbs up or thumbs down option.
'Thumbs' is a traditional gesture that almost everybody understands. In the thumbs scale, the thumbs-up option denotes that customers had a positive experience, whereas the thumbs-down option indicates a negative customer experience.
Let’s explore some benefits of thumbs up/down surveys.
Benefits of Thumbs Up/Down Surveys
Thumbs up/Down survey is beneficial due to its simple nature which makes it easy and less time-consuming for the customers to respond. here are the benefits of these surveys:
1. Simple and Short Surveys
Thumbs Surveys are very simple surveys that everybody can understand. The thumbs up and thumbs down gestures are globally accepted, and everyone, from kids to millennials to older generations can respond to a thumbs survey. If you like something, give it a thumbs up. If you don’t, give thumbs down. There is no question of complexity in the surveys.
2. Superfast and Easy Surveys
As discussed above, the most common reason for not responding to a survey is the lack of time in people’s busy lives. But a thumbs survey is a quick and effortless way to collect actionable feedback from your audience. The superfast nature of these surveys makes it easy for customers to respond without spending much of their precious time. The customers can respond to the survey within seconds and carry on their work as it is.
3. Useful at every Touchpoint for all Aspects
Thumbs survey can be used at every touchpoint of your business to gather customer feedback on any aspect of your product or service. The surveys are too short and easy, which prevents survey fatigue. This enables you to get feedback at many touchpoints, understand customer sentiment for every aspect of your business, quickly identify the business' strengths and weaknesses, and improve customer experiences.
4. Accurate Responses
Sometimes customers do not have words to explain how they feel in a detailed feedback survey, and sometimes they give inaccurate responses in confusion or hesitation. But thumbs surveys can fetch more accurate answers. As there is no complexity in the surveys, they will provide you with a thumbs up if the customers are happy with the experience. If they are unhappy, they will straight away give you a thumbs down.
5. Higher Response Rate
The tendency of customers to respond to simple and less time-consuming surveys is more as compared to regular surveys. So, due to the straightforward, fast, and easy nature of thumbs surveys, they can fetch a higher response rate than other surveys.
Let’s explore when and where you can use thumbs surveys to collect feedback from your customers.
When to Use Thumbs Up/Down Surveys?
A thumbs survey is ideal to use in the following conditions:
1. When you have a Business of Fast Nature
Thumbs surveys are best for fast businesses where customers do not have much time to share feedback. They can also be used in small businesses, especially brick-and-mortar businesses where customers do not want to spend much time filling out a feedback form. With these surveys, you can collect both online feedback as well as on-premises feedback by easily deploying a kiosk in your business premises and using these surveys as offline surveys.
2. When your Audience is Millenials or Children
Responding to a survey with gestures is an exciting way of sharing feedback that most children and millennials like. So if you have a business that involves these audiences (educational institutes, fast food corners, ice cream parlours, etc.), you can effectively use thumbs up/down surveys to gather feedback.
3. When you need to Capture Feedback on Every Aspect
As thumbs surveys don’t take much time to respond to, you can use them wherever you want to get feedback about every aspect of your business without irritating the customers. When you feel that your customers are churning out and you want to see where things go wrong, you can use these surveys at every touchpoint of your business to identify the pain point that onsets a majority of the negative feedback.
4. When you only need Simple Like/Dislike feedback
You can use thumbs surveys when you just want to know whether your customers like or dislike the experience you provide them. If you are a blogger, a singer, a performer, a YouTuber, or anybody who creates readable, visual, or audio content, you can use thumbs surveys to know whether your audience likes your content or not.
Let’s explore some tips and tricks to use thumbs up/down surveys.
Best Practices to Use Thumbs Up/Down Surveys
Let’s learn some best practices to follow while conducting thubs up/down surveys. These cool tips and can help you better utilize these Surveys and make the most of them.
Encourage the Audience - When you ask your customers to provide feedback, encourage them to provide their honest feedback, whether it is positive or negative feedback. Request them to share their feelings without hesitation irrespective of whether or not they like your products or services. Encouraging customers will enable you to deliver a better experience each time.
Ask Simple Thumbs Question - The core benefit of thumbs up/down surveys is that they are short and simple. So, keep the simplicity of the surveys intact and never ask any complicated survey question in a thumbs survey. Asking complex survey question will be like defeating the whole purpose of these surveys. So keep your questions very simple and easy to answer and avoid complex questions.
Align the options with Phrases in Questions - The options in a thumbs survey are thumbs up and thumbs down. When you create such a survey, you should use phrases in your thumbs question that align with these symbols so that your audience can easily relate to them. It would be best to use the following answer pairs in your questions or answer choices to make the survey more precise and understandable for the audience: Happy/Sad, Like/Dislike, and Yes/No.
Ask a Follow Up Question but Keep it Optional - Customer feedback is not so worthy when you do not know the reason behind it. When you get to know whether your customers liked or disliked the experience you provided them, it is also essential to know the why behind that feedback. So, always include an open-ended follow-up question to ask the reason for customers’ feedback.
But make sure to not make it mandatory to answer this question. Making it compulsory can be bothering for the customers. It can make the survey more complicated and lengthy, due to which they can leave the survey without submitting it.
Using Thumbs Up/Down Surveys to measure Customer Satisfaction
While setting up your surveys, you can use thumbs Up/down surveys easily with Zonka Feedback.
Create your Thumbs Up/Down Survey
Once in, create a new survey. You can choose from existing CSAT survey templates with thumbs up/down questions or start from scratch and build your own survey.
Edit your Survey
You can customize the survey as per your requirements — add more survey questions, edit the questions, design your survey to match your company brand, add survey logic and question branching, etc.
Share your Survey
Once your survey is ready, choose from survey channels to measure customer satisfaction and sentiment — set up your survey on your website as a website survey, in-app surveys in your app, send email surveys, SMS surveys, share them offline as Android surveys or iOS surveys. You can also set up your devices on your premises using the Zonka Feedback App on iPads and Android devices as kiosk surveys.
Thumbs up/down Surveys effectively collect customer feedback and gauge satisfaction quickly and easily. They are best for businesses with a fast nature and when you want to get quick feedback at every touchpoint. If you use them effectively, they can help you easily know the real customer experience and make improvements.
To leverage thumbs surveys, you should always use an effective feedback platform like Zonka Feedback. The customer experience management platform not only helps you to create and share surveys, but also with its features like real-time alerts and notifications, enables you to take instant action on feedback and close the feedback loop to improve customer experience.
It also offers a free trial. Try Zonka Feedback for free for 14 days and see how it boosts the response rate of your surveys.