"There are hundreds of languages around the world, but a smile speaks them all." Although this quote is for a real person smiling, however, in today’s scenario, it fits well when we talk about using smileys and emojis digitally for various purposes, including business perspectives.
Researches suggest that around 46% of young adults believe that it's acceptable to use smileys in emails and other communications. When we talk about sending surveys and collecting feedback, Smiley Face Surveys are a type of Customer Satisfaction Surveys that is ideal to capture customers' true expressions and feelings. Let’s know more about Smiley Face Surveys.
What is a Smiley Face Survey?
Smiley Face Surveys are a type of Customer Feedback Surveys in which emoji faces are provided to the customers as answer options to share their feedback. The customers can choose among the available options ranging from smiling or happy faces to sad and angry faces to express their feedback.
Smiley faces are universally accepted. Studies suggest that around 92% of people on online channels use emojis daily. Using Smiley face options in your surveys helps you capture customer insights in a quick and visual way. Let’s explore when you should use Smiley Face Surveys.
Types of Smiley Face Survey Questions
There can be multiple types of smiley face survey questions that you can create with Zonka Feedback.
- Design of your Smiley Face Survey
While designing your survey, you can choose from two different looks of your Smiley Face Survey Question. You can make it emoji-style or choose it to be outlined.
- Scale of your Smiley Face Survey Question
Depending on what you're measuring, you can choose your Smiley Face Survey Question to be having 2-5 scale of response options, i.e., to show just a happy and unhappy smiley face on a 2-scale survey, and to show a range of emotions in the 5-scale survey options ranging from unhappy to neutral to very happy.
When to use Smiley Face Survey Questions?
- At Fast Moving Locations
- In-Signature Surveys
- Popup Surveys
- With Young Customers
- When Language is a Barrier
Smiley Face Surveys are best used when you want to capture quick feedback from your customers. You can use Smiley Surveys when:
1. At Fast Moving Locations
Smiley Face Surveys are perfect for fast locations like airports, banks, etc. where people cannot afford to spend much time filling out surveys to give detailed feedback. In such locations, a quick method like Smiley Face Surveys helps capture feedback within seconds.
2. In-Signature Surveys
Signature Survey is itself a quick way to gather customer feedback while carrying on regular activities in an email. In such a scenario, the survey embedded as an email signature should also be short and easy-going. It should be something that attracts the customers to participate.
Smiley face surveys fulfill all these criteria and are best to use in Email Signature Surveys so that your customers quickly click on the emojis displayed in the embedded survey and are done with sharing feedback.
3. Popup Surveys
When you are using popups to present your feedback surveys on your website, smiley faces surveys are an excellent option to use. Sometimes, a popup can appear as a disturbing element for your website visitors, but when it shows smiley faces and has less content to read, it can evoke the visitors to share their thoughts and feelings quickly through the survey.
4. With Young Customers
Young minds are primarily attracted to visual content than readable content. So when your target customers are young people or millennials, it is an excellent idea to use Smiley Face Surveys to gather feedback. When creating feedback surveys for educational institutes, schools, colleges, or any institution with a young audience, always prefer Smiley Face Surveys over others.
5. When Language is a Barrier
While you use multilingual surveys for customers of diverse backgrounds, adding smiley face surveys is also helpful to capture feedback. As everybody can understand the facial expressions depicted in the smileys, these surveys are multilingual in nature and anybody of any language can respond to them easily. For instance, if you are running a business at a popular tourist destination where people from various states and countries visit, you can easily collect feedback with smiley face surveys from your customers of any language or background.
Use Cases of Smiley Surveys
Here are some use cases for Smiley Face Surveys:
1. To Measure Website Experience
Measuring Website Experience helps to know how satisfied are your website visitors, with the information on your website, whether they found what they were looking for, and how was the waiting time of opening new web pages. Using Smiley Surveys is an easy and quick way to gather this feedback from the visitors.
2. To Measure Customer Service Feedback
Customer Service is an important aspect of the business that affects Customer Satisfaction. With Smiley Surveys, your customers can express their feelings and let you know whether and how much they liked your services. You can send smiley surveys to your customers through emails in two ways.
- Signature Email Surveys - Smiley Surveys are perfect to be included in the signature of your emails as Signature Email Surveys. You can send these surveys with email communication during service interactions with your customers and get feedback at every touchpoint of the survey.
- Embedded Email Surveys - You can also send Embedded Email Surveys to your customers where you can embed these Smiley Surveys in the email body asking customers for service feedback.
3. To Measure Post-Transaction Feedback
You can use Smiley Surveys to collect feedback post transactions like a purchase, a bill payment, a delivery, or a return. Smiley Surveys will let you know whether your customers are happy with the experience of doing these transactions.
4. To Measure Feedback On-Premises
You can also measure eon-premises feedback through smiley surveys. You can set kiosks at various areas of your premises to get feedback about various touchpoints. You can use smiley surveys at unattended kiosks in these businesses:
- Takeaway Restaurants - You can collect feedback at counters of the takeaway restaurants.
- Airports - You can set up kiosks at airports to collect feedback from the passengers through smiley surveys.
- Hotels - You can collect feedback with smiley surveys at various areas of your hotels like reception area, lounge, bar, restaurant, spa, and more.
- Retail Stores - You can also set up kiosks to collect feedback with smiley surveys at your retail stores to collect shopping feedback of your customers.
- Hospitals - You can also use Smiley Surveys to ask for Patient Feedback at your hospitals in areas like the waiting area, dispensary, and touchpoints like post-discharge and billing.
4. SMS Surveys
You can also send Smiley Surveys as SMS Surveys to your customers to collect feedback. In an SMS Survey, you will send a message inviting customers to share feedback followed by the link of your Smiley Survey that should open within seconds with a single click. The customers can easily respond to the survey by selecting the smiley representing their feelings with the experience they have received.
Benefits of Smiley Face Survey QuestionsHere is how using Smiley Surveys is beneficial for your business.
1. Quick Way of Collecting Feedback
Because Smiley Face Surveys have more to see and less to read, they are a quick and easy way for both the surveyors to collect feedback and the respondents to share feedback.
2. Easy to Understand
Smiley Face Surveys are globally accepted. As smileys are self-explanatory visuals and multilingual in nature, they are easily understood by anybody. Even kids can understand these surveys and respond to them.
3. More Accurate and Honest Feedback
Smiley Face Surveys derive more accurate data with honest feedback from the customers. People are sometimes reluctant to give negative feedback in words, but they click on smileys without much hesitation, thus sharing their real feelings and more accurate feedback.
4. Higher Response Rate
Taking a Smiley Face Survey is an enjoyable experience for the respondents. Moreover, being a quick way, it doesn’t consume much of the precious time of the customers. This leads to a higher response rate as compared to other methods of collecting responses.
5. Increase in Customer Satisfaction and Loyalty
When you receive more feedback with higher accuracy, you are in a better position to work on it and improve customer experience. When you take the right actions to improve the experience, it enhances customer satisfaction. Also, it creates more loyalty among your customers as their feedback is getting heard and worked upon.
Using Smiley Face Surveys to measure Customer Satisfaction
While setting up your surveys, you can use Smiley Face Surveys in your Zonka Feedback CSAT Survey Tool.
- Get into your account
Log in to your account or create your free trial account with Zonka Feedback.
- Create your CSAT Smiley Face Survey
Once in, create a new survey. You can choose from existing CSAT Survey Templates with Smiley Face 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 more.
- Share your Survey
Once your survey is ready, choose from different surveys channels to measure customer satisfaction and sentiment — set up your survey on your website, in-app, send email surveys, SMS Surveys, or set up them on your premises using Survey App on iPads and Android devices.