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The Zonka Feedback Blog

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

Why Mobile Surveys are the game changers – Infographic

Why Mobile Surveys are the game changers – Infographic

Planning to conduct a survey of your customer base? Then pick a survey tool that is compatible with mobile screens for many, mobile is the internet. Mobile surveys are developing fast, adapting to keep pace with the development of technology. With people’s leisure time very often squeezed to the bare minimum, they do not have the time or the inclination to devote even 15 minutes to answer questions for little or no reward. For such situations, responsive mobile surveys fit best where companies get to their customers quickly, draw a response, and make a swift exit. Mobile surveys do not intrude the personal space of the customers rather come with an impression saying that – Hey I am sitting right here in your inbox, fill me up when you feel like. It draws the required customer attention with a swift arrival and makes an even swifter exit when filled. A mobile surveys app is vital if feedback is required at relatively short notice. Relevant surveys timed aptly allow businesses to act, and react, quicker than ever before. We have created an infographic that states some impactful statistics backing up the importance of mobile surveys.... read more
The ABC of NPS Survey- What it is and what it’s not

The ABC of NPS Survey- What it is and what it’s not

Many things that you do as a brand makes a customer either come back to your brand or avoid it like the plague. So, how does a business keep these personal ratings and variations in them in check? By implementing a Net Promoter Score Software which is the easiest way for capturing customer loyalty. NPS index ranges from -100 to 100 and is used for gauging the customer’s overall satisfaction with a company’s product or service and the customer’s loyalty to the brand.  NPS – A metric or a process? Both! Yes, you can describe Net Promoter Score as both a metric and a process. Net Promoter Score is a metric that was first developed in 1993 by Fred Reichheld and later adopted in 2003 by Bain & Company and Satmetrix as a way to predict customer purchase and referral behavior. NPS survey is designed to measure your customer’s overall loyalty to your brand. Also, businesses have to surpass a series of steps/actions in order to calculate the ultimate net promoter score, which makes it fall into the category of a process too.  CSAT is NOT NPS When it comes to measuring customer satisfaction and loyalty, NPS is not the only metric that businesses have at their disposal. There many other metrics that are very popular and does the same job quite well. There are many who confuse CSAT with NPS as they both measure customer satisfaction. Arguments have also sparked on the fact that which one is better amongst CSAT and NPS. Decoding NPS and CSAT CSAT i.e Customer Satisfaction Score measures the short-term satisfaction of a customer-driven from... read more
How, When and Where to Collect Net Promoter Score Surveys

How, When and Where to Collect Net Promoter Score Surveys

Net Promoter Score Survey usually referred as NPS survey is a quick and easy survey, which usually takes taking 15-20 seconds to fill. It very effective compared to surveys that require 15-20 minutes of time. In addition to the ultimate question, adding a follow-up question about the reason for the score makes it even more powerful. It gives a clear direction to the follow-up actions to be taken. The Net Promoter Score Survey is very dynamic and any organization that is willing to implement the NPS survey has the opportunity to perform the survey process in one of two ways: Transactional and Relationship. Which approach/type of survey would be best for your organization will depend upon certain things like your organization type, the number of customers and your customer lifecycle etc. For making your choice of NPS survey type easy, we have elaborated both the approaches below – Types of Net Promoter Score Survey There are 2 broad categorizations under which NPS surveys are divided. 1. Relationship NPS Survey Relationship surveys attempt to investigate a customer’s loyalty towards a company/brand. These surveys focus on extracting the overall satisfaction of the customers with the company. They occur at regular intervals (monthly, quarterly, half-yearly).  The company’s which are just beginning with using the NPS system, they should start with Relationship style of surveying. Send out your NPS surveys in stages initially and then keep a tab on touch points that are majorly affecting it. Transactional surveys should then focus on those touchpoints that relationship surveys indicate as the most important to the customer experience. However, the relationship surveys can be altered by companies to make... read more

Introducing Webhooks for Zonka Feedback

In June this year, we announced the release of our core APIs. We’re now really happy to announce the release of our first set of Webhooks for Zonka Feedback. Webhooks, in a layman’s terms, are a way for an app to provide another applications real-time information when connected. When you request for information from another application, APIs are the best way to go. But when you want to be instantly updated when a change occurs or an event happens, Webhooks is what you’d need. A webhook delivers information to another application, as something happens, in real-time. Zonka’s Webhooks will now enable you to get updated as soon as there is a new response in any of your surveys. You can add webhooks to do a tonne of different activities in your applications using Zonka Webhooks like generating a ticket, trigger an email, create a new lead or contact and so much more!... read more
Three Most Compelling Reasons to Collect Feedbacks

Three Most Compelling Reasons to Collect Feedbacks

“If you reject feedback, you also reject the choice of acting in a way that may bring you abundant success.” ― John Mattone Feedbacks are the easiest way that convey product or service improvements. Also, they offer the best way to measure customer satisfaction, employee satisfaction or product feedback, website feedback and general sentiment about what you’re offering. The feedbacks you receive can also give actionable insights that can be used to create a better customer experience. Direct Feedbacks deliver tangible data that can be used to make better business decisions. While the importance of collecting customer feedbacks is manifold, we will walk you through the 3 most compelling and pragmatic reasons for the same 1.Venting The worst thing is not to have dissatisfied customers, but rather to have customers who leave without saying a word, thus leaving the company with no way to win them back and identify ways to improve. Companies should not view the absence of feedback as a sign of satisfaction. The true enemy is indifference. #ZonkaStatTuesday #feedback pic.twitter.com/DAtK0GDkNa — Zonka Feedback (@zonkafeedback) November 22, 2016 Customers churn because they can simply switch to alternatives or either they could not find a mechanism to vent out their feelings. Businesses should respect that customers are willing to giving them good advice to help improve their business for all current and future customers to witness. But unfortunately, maximum businesses are failing to provide them with a comprehensive platform like a feedback app to do the same.  Businesses must provide a platform for customers to vent out their feelings. Let it be frustration, anger, compliment or any general suggestion, feedback acts as... read more
Real-time feedback notifications that your company needs and how to set them up

Real-time feedback notifications that your company needs and how to set them up

Our feedback platform is all set to collect feedbacks? Good. It captures feedbacks in the moment. Great! What’s next? Is that all you’re doing – capturing feedback and nothing after? Then what’s the feedback being captured for? Real-time feedbacks have no essence whatsoever if you’re only capturing feedback in real-time but not really addressing them in real-time. If you’re not really ‘listening’ to the feedbacks, you might as well not take feedback at all. We’re serious – at least it will save you and the customer a whole lot of time and effort and money! In Zonka – the feedback management app, custom notifications can be set which help curb the turbulence in the customer experience by reporting and addressing the same in real-time. In this guide, you’ll learn the types of alerts and notifications available and tips to ideally set up them in Zonka for closing the feedback loop.   Types of alerts and notifications available in Zonka Alerts Alerts are the instant emails or SMSes that are sent to the registered email id or registered mobile phone number. You can set two types of response alerts – SMS & Email Alerts for new response In this alert, the details of a new response received will be sent to the registered email address or mobile number instantly. The user can choose between short or detailed alerts; where short alerts have limited details and detailed alerts have all survey questions. SMS & Email Alerts for low rating response In this alert, the details of a new low rating response received will be sent to the registered email address or registered mobile number instantly. The... read more
SMS your Surveys to your customers for real-time feedback (announcing SMS Surveys)

SMS your Surveys to your customers for real-time feedback (announcing SMS Surveys)

This month, we’re on a roll. We released Email Surveys a week back and are now here to announce the release of SMS Surveys at Zonka Feedback. Because with email surveys, SMSes couldn’t really be far behind now, could they be? SMSes have an even more higher open rate than emails – which makes SMSes a great way to send surveys to your audiences and get their feedback in real-time. Say someone visited your store and you want to send them a Thank You message with a survey about how their experience was – use Zonka to send an SMS survey and they can get it even before they walk out of the store. Send quick NPS and Customer Satisfaction surveys from customers so they can swiftly give you feedback using their mobile phones, on the go. SMS Surveys work pretty much exactly how Email Surveys work! Here’s how – Log into your account (or sign up for a free trial if you don’t have one already) Go to Surveys to create your survey Once done, click to distribute your survey via SMS Add recipients’ mobile numbers or upload your contacts Create a custom SMS template or modify the default template Preview and send! Like with Email Surveys, with SMS Surveys in Zonka, you’re able to customize your survey and your SMS template, add mobile numbers or upload a file with mobile numbers for bulk sending, pre-add data about respondents, track SMSes, and get your responses and reports in real-time. Zonka Feedback’s SMS surveys are really simple to use, convenient, easy to administer and lead to a high response rate.... read more
Send your surveys via Email with Zonka Feedback (introducing Email Surveys)

Send your surveys via Email with Zonka Feedback (introducing Email Surveys)

Just as we launched the Online Web Surveys, our team started working on Email Surveys so you could just email your respondents with the survey link and have them easily share feedback on the go. We’re happy to tell you that we’ve released the Email Surveys in beta today and we’re very excited! Email Surveys are one of the best and most popular channel for distributing surveys. Email Surveys opens up tonnes of possibilities while giving you the ability to survey customers and employees and send them feedback forms at . You can take feedback right after a customer activity like a purchase on a store or online store, or a visit at the clinic, or after a food delivery, or post car service, or post flight and hotel stay. For employees, email surveys are great for post training feedback or event feedback and so much more. Using email surveys with Zonka is fairly simple and you can use any survey (yes, all existing surveys as well). Here’s all you need to do to use email surveys at Zonka – Log into your account (or sign up for a free trial if you don’t have one already) Go to Surveys to create your survey Once done, click to distribute your survey via Email Add recipients’ email address or upload your contacts Create a custom email template or modify the default template Preview and send! Some cool things you should know about Zonka’s Email Surveys You can customize your survey and email template to make it more creative (better the email and subject line, better the response rate) You can... 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 purpose of the survey in the start Maintain a transparency with your respondents by... read more
101 Customer Service Statistics To Lay Your CX Strategy On

101 Customer Service Statistics To Lay Your CX Strategy On

“Your brand is what other people say about you when you’re not in the room.” – Jeff Bezos, Amazon. This quote brilliantly explains the exact sentiments that a customer holds for a brand. To make sure that your customers are always gaga over you and your service when you are not even offering them a discount, we give you these 101 statistics that we have assembled. You can undoubtedly form a Business CX strategy while keeping these in mind for creating better and delightful experiences for your customers. Customer Experience Statistics 50% of customer experience natural occurring churn every 5 years. Only 1 out of 26 unhappy customers complain. The rest churn. A lesson here is that companies should not view absence of feedback as a sign of satisfaction. The true enemy is indifference. 91% of unhappy customers who are non-complainers simply leave. It is 6-7X more expensive for companies to attract new customers than to keep existing customers. 65% of companies are able to successfully upsell or cross-sell to existing customers. Only 12% of companies are able to successfully upsell or cross-sell to new customers. 75% of brands do not know what engagement means – but are measuring “it” 90% of consumers said they have had poor experiences seeking customer support on mobile. 89% of marketing leaders expect to compete primarily on the basis of customer experience by 2016, as compared with 36% four years ago. By 2016, mobile search will generate 27.8 billion more queries than desktop search. By 2020, the customer will manage 85% of the relationship with an enterprise without interacting with a human. Loyal... read more
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