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The Zonka Feedback Blog

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

Reasons why you should avoid mandatory questions in your survey

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
Get better Survey Response Rate by avoiding these mistakes

Get better Survey Response Rate by avoiding these mistakes

When you create a survey, you ensure each detail is just right, you make sure every question is relevant, and you make certain that it goes out to all the right people. With all of that work you are putting in, shouldn’t you be getting more survey responses than you currently are? The answer to that is yes! There are simple mistakes or items that may be overlooked that will cause your customers to either not respond, or abandon their survey. Here are a few of the most common mistakes, and how to fix them to increase survey response rate. Typos Typos are any company’s worst enemy. Unfortunately, there are many people that will look at those typos as a poor reflection of your business, and may even rate your score lower for that misplaced comma. One of the best ways to avoid those kinds of scenarios is by having several people read and edit those questions until you have a polished copy. Hiring a professional never hurts either. Making the Survey too Long Getting in-depth feedback is something every company wants, but when it moves into interrogation territory, it is going way too far. When creating your survey, a good mix of open-ended questions, multiple choice, or even rating scales will help you get those most out of your questions. We suggest you keep open-ended questions to the minimum possible. Try to keep surveys under two minutes to complete to get better survey response rate. Asking Needless Questions Review your survey to ensure that…read more
Ten Common Survey Mistakes

Ten Common Survey Mistakes

It is one thing to create a brand new survey for collecting customer feedback; quite another to create a decisive and convincing survey that does serves its intended purpose well. Often, business managers get caught up in the act of creating their survey forms to such an extent that they end up making embarrassing mistakes in their feedback forms. Here is a short compilation of a few of those: Extremely long surveys One must remember that people have short attention spans (particularly after they’ve paid the bill!) and hence, the survey must be designed keeping in mind that the completion time must be within 10% of the total service time. This endures that the customers are involved in the survey, and also keeps “garbage data” from overwhelming the storage space. Too many choices It may be tempting to offer n- choices in any question requiring a rating of a parameter of service. However, the leading psychologist Barry Schwartz has argued that increasing choices on offer can only lead to higher anxiety and stress for the customers. Instead of making their decision easier (as should be expected), more choices only make their decision more difficult, since they now need to “eliminate” more options to zero in on their desired choice. The logic can be extended to feedback survey forms as well. An excess of choices in the questions can also make the post-survey analysis of data difficult and tedious to arrive at insights. Requiring answers to all questions This point holds particular importance in feedback survey…read more
5 types of questions to ask in a customer experience survey in restaurants

5 types of questions to ask in a customer experience survey in restaurants

Preparing a customer experience feedback form and survey for your restaurant guests is a tricky affair. On the one hand, you need to mindful in keeping the form short and relevant to not bore the guests and on the other you need to know about the customer and their experience at your restaurant to help you improve service and connect with your guests better. This one is hard to crack, we know. And going wrong can really ruin your guest feedback response rate in the restaurant. Don't fret. We're here to throw in some suggestions that can help you build a good survey. For starters, keep it small and relevant. You may be tempted to ask a lot of questions. But hold your horses. Your guests aren't going to be as enthusiatic. A good and effective survey should have between 5 to 10 questions. Anything more can lead to lower survey completions. We've listed 5 type of questions that you can ask your guests in a customer experience survey after they've dined with you at your restaurant. Customer Details Capture customer details will ensure that you can stay in touch with them even once they’ve left your business, by way of keeping them updated with latest additions to your menu, and reminding them about your promotional events and season discounts. Store their birthdays and anniversaries and sending them greetings on their special days. Nothing makes a person’s special day more than receiving an unexpected greeting, and doing so will enable you to create an indelible impression…read more
Customer Loyalty: What it is and how it can be measured

Customer Loyalty: What it is and how it can be measured

One of the most prevalent misconceptions in today’s business environment is the idea that a repeat customer implies customer loyalty. Business owners and managers like to believe that a customer who brings business again and again is a loyal patron of the establishment. While this may not be far from the truth, there is a subtle difference between a 'loyal customer' and a 'repeat customer'. What makes customers loyal? Let us see the various reasons why a customer may be choosing to do business with you repeatedly: It takes a lot of effort to go elsewhere You have achieved cost leadership in your segment Old habits die hard They may have developed bonds with your employees (rather than your business) They are keeping you as a 'safety back-up' while actively searching for alternatives In each of these cases, a competitor can swoop in and win away your customer by attractive discounts, aggressive campaigning or simply upgrading their service offering. It turns out that loyalty is above repeat customers. Customer loyalty may be loosely defined as a strong belief in your customers that your organization’s product or service is their best available option, maximizing their value appeal. Loyalty is expressed by customers when they stand by your business through thick and thin, when they are not seeking out competitors, and if approached by them, ignore them. They will spend extra time and effort to approach your establishment. How can you build more customer loyalty? To sum up, customer loyalty is much more than repeat customers, and…read more
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