How To Create Online Customer Satisfaction Surveys?
Curious about what your customers are saying about you? Do you want to improve and consolidate your customer relationships? Is your business in need of some positive online reviews? In a highly competitive marketplace where knowing exactly what your customers are thinking is critical, online surveys give you the feedback you need to meet their expectations and make sure they recommend your brand.
Why Collect Customer Feedback?
Customer satisfaction surveys give you the relevant information you need to make better decisions. You can use a consumer survey to identify what customers like, dislike, and areas for improvement for your business. For example, what does the average customer think about the prices you charge? Are they too high? How is your customer service doing? How does your team meet the growing needs of your existing and potential clients? You can even ask your customers why they're not buying your products, find out how to regain their trust, and how to avoid losing more customers in the future.
Use the needs of your customers to help your employees set and meet goals. Are you preparing to launch a new product or improve an existing product? Who better than your customers to provide you with honest and relevant feedback on its design or features? Oftentimes, surveys are in the best position to pinpoint issues that would have gone unnoticed.
Examples Of The Use Of Customer Satisfaction Surveys
What should you include in your customer satisfaction survey and how to approach your customers? It all depends on your goals and what you are trying to discover or improve. Finding some common examples of how businesses use customer satisfaction surveys is an option.
Performance Evaluation Of The Product Or Service
Interview with customers who have stopped using your services for several months to identify the reasons for this withdrawal and implement a strategy to regain their trust. A customer satisfaction survey is also a great way to get outside feedback on the performance of your employees and how each person plays their part in customer satisfaction.
Collecting Feedback On Your Products
Create an online questionnaire for customers who have just purchased one of your products. ‘’Did this revolutionary new material used for your tent fabrics withstand the elements well?’’ ‘’Do they like this new taste of yogurt?’’
ln this way you can find valuable information on how to improve the characteristics of your products or correct their defects.
Development Of New Products
Find out what expectations are not yet met by existing products with a customer satisfaction survey and step into the breach!
Customer Loyalty Monitoring
Identify your most loyal and influential customers with a customer survey. Experienced users, avid promoters, ambassadors, brand followers, influencers... Whatever you call them; these clients hold the keys that will allow you to understand what you are doing well, what you need to keep doing, and what you should do. Show your customers that you are listening to them and earn their trust and loyalty.
Improved Customer Experience
Customer satisfaction surveys are great for making sure you stay in regular contact with your customers. They remind them that you are there and that you value their loyalty. Ask them about their professional activity, ask their opinion on your latest product, solicit their suggestions, and don't forget to offer rewards to loyal customers who participate in your surveys.
Are you planning to extend your service offering to a new sector? Want to make sure your marketing department is reaching the right segment of consumers? Start by sending an online survey to collect socio-demographic data such as age, gender, income, hobbies and to discover potential markets.
Definition Of Performance Objectives
After you've collected all of that data, now it's time to leverage it and make sure it gets acted upon. Use customer satisfaction questionnaires to get feedback from your customers and measure your progress at regular intervals. Rely and behave on the results to improve the satisfaction and loyalty of your customers and boost your turnover.
HR Reports
The information obtained from customer satisfaction questionnaires can also help managers identify the main levers and indicators to monitor in different departments and at different positions.
Employee Engagement
Great customer service is essential to winning and keeping customers. Make employee engagement a priority to improve customer satisfaction and the quality of your customer service. Check-in with your employees regularly to find out what motivates them and set performance benchmarks to keep the high level of service you want to deliver to your customers.
Tips For Creating Effective Surveys For Your Customers:
Be Clear
Imagine your customer satisfaction survey deals with a hotel stay. Do not leave room for interpretation or confusion for the participant with overly generic questions about the different aspects of their stay. Remind them of the industry standards, then ask if room service was prompt, the pool clean, the front desk staff welcoming, beds comfy,.. etc.
Be Precise
Do not ask questions about broad concepts or ideas; instead, focus on specific concepts (for example, "being friendly" is broad, but "being polite to customers" is narrow). Ask specific questions and offer specific answer options to get better data and easily identify areas for improvement.
Ask Lots Of Questions
Ask several specific questions instead of a single general question; you will facilitate the task of your participants, but also your analytical effort when it comes to exploiting the answers. Has your server informed you of the daily specials? Did he take your order quickly? Did he answer each of your questions? Did he manage to coordinate the arrival of the different dishes? Just be careful not to ask too many questions. Response rates tend to drop quickly when responding to a survey takes too long and becomes a chore.
Best Tools To Do Surveys Online:
Typeform:
Typeform is online survey software with a very user-friendly interface that allows users to create their surveys. For the respondents, the survey response process is very straightforward. The free version of Typeform, also known as the "CORE plan", includes free features such as unlimited questions and answers, data export options, custom themes, as well as ready-made templates for employment and basic reporting functions.
Survicate:
Survicate allows users to trigger targeted surveys from different locations on their websites. Users can also send questionnaires by email to different customers. In terms of creation, Survicate offers a library of predefined surveys from which the user can choose. This survey tool also includes a dashboard and Net Promoter Score (NPS) analysis functionality, as well as options for exporting to CSV and XLS formats.
SurveyMonkey:
SurveyMonkey is one of the best-known online questionnaire tools and survey software and is used by millions of businesses around the world. It offers users 15 different question types (including multiple-choice, free answer, and Likert scale questions). This tool is perfect for one-off surveys. On the other hand, it lends itself less well to surveys intended to measure overall satisfaction or to those intended to re-survey customers after a certain period.
Alchemer:
Alchemer is similar to SurveyMonkey in terms of survey respondent solicitation and customization possibilities. What sets this online survey software apart, however, is the more attractive aspect of its surveys. It also offers nearly 100 different question types, all of which can be customized according to user preferences. Besides, they can configure their surveys quickly and easily.
Crowdsignal:
Crowdsignal, formerly PollDaddy, is online survey software that allows users to conduct surveys in two different ways: by embedding surveys on their website or by inviting respondents by email. After the data is collected, you can create filters to analyze the data and share it in reports. This is done using the export of raw data with programs such as Excel, PDF, CSV, Google Docs, and XML. The results of these surveys can all be viewed in real-time.