Making your Surveys and Feedback Forms more relevant
How do you ensure more participation from your survey takers? Creating surveys is just the first step. Surveys serve a dual purpose – they help you know more about your customers while it makes your existing and potential customers understand that you care. However, throw in questions that are lengthy and you could do without and you get disgruntled survey takers who may even want to do nothing with your brand. It’s important to be relevant and useful – your survey shouldn’t be too long, and it should address all effective areas of concern. It has to make the survey takers feel that the survey takes into questions their concerns and isn’t there solely from the business perspective to increase business profits. So, how do you do ensure and implement the best survey practices? Making the Right Customer Surveys: The Skills You Need The aim is to make your consumer surveys be more relevant both from a customer’s point of view and the business point of view. Surveys are a critical part that can help in developing a brand image and customer loyalty, and help build relationships to establish a successful enterprise. Here are some survey tips that will help you build a great survey. How relevant is it? Remember, surveys offer an understanding about the performance of the offered services. Are the services valuable to the customer? Services like banking solutions, technical services, marketing require a deep understanding of the market so as to ensure continuity of services and to be on par with the competitors.…read more
Reasons why you should avoid mandatory questions in your survey
As your company is crafting the perfect survey to gather customer opinions, there are some essential tips you should think about when making mandatory questions. While yes, you want as much information about the client's experience as possible, there is significant evidence to prove that it works in a negative way. Mandatory questions work only a handful of times and are not recommended in any survey. We have the top three reasons outlined in this handy guide. Reduction in Responses Customers are usually busy and do not want to spend more than a few minutes completing a survey about their experience. It is important to note that if you have mandatory questions, you are significantly impacting the amount of responses you will get. Instead of making your open-ended questions mandatory, leave them optional. If people want to give an answer, they will, and it will be accurate not fluff given to fulfill the requirements. Mandatory is Disrespectful Your customer has already given you their patronage, why shackle them to a ten-minute survey full of necessary questions? People who agree to these surveys are doing it because they have an opinion on the matter as it is, they will answer the questions anyways. For those who are not looking to answer each question, sometimes it may not even be relevant. You Get Fluff Data One of the main drawbacks of mandatory questions, the reason most companies have abandoned them altogether, is because of fluffy data. Fluffy data is inconclusive, it wastes your time and most of…read more
When is the best time to collect Customer Feedback?
There is an age-old question, “When is the best time to collect feedback from my customers”, finally, the answer has been nailed down. The absolute best time to gather feedback is right now. Feedback is vital to your business, and it is important to get that information as soon as the customer has engaged with your company to get the most valuable feedback. The main reasons you need to be proactive about getting clients to complete a feedback survey are outlined for you below. Keep the Brand Fresh Companies need to be collecting feedback as soon as possible for the sole reason of the customer may be busy and could confuse their visit with your business and another. Being able to recall an event with clarity, a customer service agent, or even an employee all play a part in getting a score that allows you to improve. If you wait several weeks before sending out a survey, your client may have very well forgotten all about their visit with you! Ask For It When It Matters While knowing about a customer's experience is important, for most data, you want to be able to hone in on one aspect. It is important to remember that not every moment of the experience needs to be inquired about. Instead, you may ask about their visit on that day if they tried a particular product or the similar. Narrow your scope for more conclusive data. Catch Them While They Are There Most often, customers will neglect to leave feedback…read more
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