If you want to grow your business by getting individual feedback from your customers, your success depends on one fundamental principle – you have to engage and encourage your customers to provide you with feedback. To achieve this you need to know how to design a survey and follow the points mentioned below.
Take note because each of these points will help you maximize the quantity and quality of the feedback you collect.
Tips on how to design a survey
Take a short survey
You need to be able to get everything you need from your customers in that short period of time. It's easier to get a higher response rate if you make the survey quick . Plus, you'll be showing your customers that you respect their time.
General questions should include:
Questions whose answers tell you how a customer feels about their last interaction with your brand.
Questions to assess whether a customer has any issues that ukraine phone number need follow-up, or if they have any positive feedback about their experience or any employees they interacted with.
A question that gives customers the opportunity to leave suggestions for your organization to improve and to leave a testimonial about their experience.
Check out these 20 questions for a customer survey .
Don't ask questions you already know the answers to.
Customers should never have to provide information that you already have. When surveying your customers, you should consider the information you have, or that they have already provided to you, for example, how long they have been your customer, general demographic information, etc.
This information about your clients also helps you make your contacts feel valued and not just another number. It is not good for your clients to have to introduce themselves every time they have an interaction with you.
I recommend you read: How to write survey questions?
Make the survey taking experience enjoyable
One thing to consider when designing a survey is that customers should be able to respond wherever, whenever, and however they want. Your survey should have a design that works on mobile phones as well.
Give your customers the opportunity to tell you what they think
Some organizations ask questions to get customers to rate how they feel about the experience the organizations are trying to provide. These companies ask questions that focus on things like: did the employee smile at you, did they call you by name, did they pay attention to you, were the lines short, or were the bathrooms clean. Often, these elements of the customer experience are not what the customer really cares about. Check out these survey examples .
Instead of asking unimportant questions, give them space to tell you what they think.
It's important to note that open-ended questions require more effort to answer. Make sure that the people in charge of analyzing and making sense of the answers can do so. Find trends that can help you understand the data, and think about this when designing a survey.
Always follow up on your survey
Customers who complete a post-sale survey are an open door to further conversation and dialogue. Even when your customers only mention positive things about their experience, following up is important. Your customer service system should have automated thank you emails to respond to your customers.
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