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NPS Score vs. Ratings: Measuring Customer Satisfaction
Survey Tips

NPS Score: Measuring Customer Satisfaction

How to Get Links To Your Survey In Front Of Your Customers
Survey Tips

How To Get Links To Your Survey In Front Of Your Customers

You want to provide the best customer experience possible, and one of the best ways to do this is to find out how your customers feel about their experience with your company.

A survey is an excellent way to find out if your customer service, products and overall experience are meeting the needs of your customers.

But, what happens when your survey participation rates are low because you aren’t sure how to disseminate your survey?

In this article, we look at how to get links to your survey in front of your customers.

Send an Email

One of the most efficient and commonplace ways to communicate with your customers and get your survey link to them is through your email marketing channel.

Since email is a direct line of communication with your customers, you can easily send them a link to your survey.

Your email lands right in the inner sanctum of their email box, and because you can highly target your email list, you can decide just exactly who to send your surveys to.

For example, you might choose to send a survey to only the people on your list who made a purchase in the last year. Or, perhaps you want to survey customers who haven’t made a purchase in the last year.

You also might segment your lists by demographics. Another option is to survey people who landed on a specific page of your website and not made a purchase.

Finally, perhaps you’d like to survey those on your list who chatted with your customer service staff. The possibilities with email are limitless.

It’s worth noting that your emailed surveys will most likely show the highest response rate because these are people who’ve opted in to your email list and are receptive to communication from you.

As you send your email surveys, here are a few tips to follow for the best results:

  • Use a short and specific headline to grab your customers’ attention.
  • Make the subject line seem like an exclusive, special invitation.
  • Do nothing else in your email other than explain your survey and provide the link to avoid any distractions.
  • Be brief in your description.
  • Offer your thanks and explain the incentive if you’re offering one.
  • Make your call to action button (your link to the survey) big, colorful and visible.
  • Send a follow up reminder if you have a low initial response rate.

Host Your Survey on Your Website

Another way to get links to your survey in front of your customers is by hosting the survey on your website.

By placing your survey on your website, you can invite your website visitors to complete your survey.

This can be beneficial to you because while these people may not be your customers yet, you can still gain valuable information from them.

Even though you gain information about your website visitors through your Google Analytics, you can glean even more information by posing specific questions to the people who visit your website.

How might you do this? Here are a few questions for putting surveys to work for you right on your website:

  • Create surveys for specific pages of your website. For example, you might include surveys on your product pages or your blog.
  • One survey might ask them what brought them to your website or how they learned about you. Another survey might ask them what they think of your brand-new product or what they might think of a proposed product or service.
  • In addition, you could ask them if they found your content useful or enjoyable.
  • You could also use a survey as a means to gain their contact information. Just be sure to tell them that you are doing it. There are many possibilities.

Where you place your survey is of significant importance. While you might place it right on your pages, you could also put your link in a pop-up box as visitors either land on your site or prepare to depart your site.

You can also use a survey on a follow-up page. For example, you might add a survey on your thank-you page after someone downloads something, makes a purchase or signs up for a beta of your services.

Do be sure to use a strong call to action and a very visible button.

Create a Blog

Another way to get a link out is to write a blog article and add the survey to the article.

This allows you to briefly explain why you want to conduct a survey and what you hope to gain by it. You can also return to update the blog post once you have your results.

Your blog allows you the ability to really connect with participants and encourage them to complete your survey.

Again, you want to use a strong call to action as well as a button link to your survey and text links to your survey within the blog text itself. 

Use Social Media

Another premier spot to get your survey links into the hands of your customers is through social media.

While you can link to the blog post that includes your survey link, you can also create posts that share direct links to your survey.

The benefits of social media are many. Namely, social media allows you to start a conversation and encourage feedback in a friendly, low-key manner.

When utilizing social media, include a direct link to your survey. Consider using bitly to shorten the link as a best practice.

You can also use others on social media to share your link as well. Capitalize on your influencers to share your survey link.

You might also add a drawing to your social media link to encourage more survey participation.

Final Thoughts

The value of the survey is quite unsurpassed for finding out what your customers think about your business.

In fact, a survey by the Pew Research Center says that online surveys are one of the most convenient and cost effective ways to collect data from your customers.

Yet, it can be difficult to get responses for your surveys. The best way to combat this is to have an effective plan for distribution, and then to follow up and make sure it’s working.

Use your existing digital channels and brainstorm a few others. Then, promote your survey and distribute it to elicit a higher response rate.

Finally, the most important thing to remember is to make your survey about your customers, not you. You want to learn how they feel, so tailor your questions so your customers know how much you value their opinions.

Surveys help you make the best decisions for your business. Are you ready to get started with your free Survey Town trial? Start with your free account today, and you can upgrade at any time.

Image:  The Creative Exchange on Unsplash

Rewarding Managers For Good Survey Scores
Survey Tips

Rewarding Managers For Good Survey Scores

Should you reward your managers for providing a superb customer experience by managing their employees well and setting the tone for improved customer encounters?

In many cases, the answer to this question is, “Yes.” While you expect your managers to excel at leading their teams, you also want to reward them when they’ve done well.

How will you know when they’ve excelled at their job? When you’ve received positive survey scores.

In this article, we look at rewarding managers for good survey scores.

Customer Service is Key

In today’s digital world where reviews are everywhere on the internet, it’s never been more important to provide the best possible customer service. It’s what separates your business from the competition.

One way to encourage your staff to provide top notch service is to reward them, and this starts with your managers.

Since you recognize the importance of providing excellent service, you want to use your surveys to find out if your customers agree that is what is happening.

By surveying respondents to learn how they feel about your service, you are immediately putting your staff on notice. This may be a cultural shift for some of them, but one that’s immensely important to your overall success.

As your managers and ultimately your entire team see that customer service is your top concern, and they note that you are going to use surveys to gauge it, they’ll soon jump on-board.

So, by rewarding managers for good survey scores, you send a strong message that customer service matters, and that you’re willing to reward staff members for helping you excel.

Tips for Succeeding with Rewards

Before you decide to reward your managers for good survey scores, you want to have the following in place:

  • Set up a training program for your managers as well as your staff so they know how to serve your customers best.
  • Create some parameters for measuring customer service through your surveys. Decide what you’d like to benchmark and what you consider good enough for rewarding your managers. They must know what’s expected if they’re going to reach your goals.
  • Make sure your surveys reflect what’s important to the customer and not necessarily to you. For example, what the customer wants out of the experience might not be what you think they want.
  • Once you receive the surveys, go through them with your managers. You want to communicate the feedback you receive so everyone understands it and places the same value on it.
  • Use your Net Promoter Score. Let it drive the change you want to see in your business. The NPS tells you the value your company has in the eyes of the consumer. This is a good way to measure the customer experience, so you can reward managers when it’s positive.
  • If the surveys aren’t positive, do you have a structure in place to identify problems and effect change? Talk to your manager and implement the proper procedures.
  • Make sure your managers have ownership of the survey results and create a plan with your team for managing the customer experience throughout the year.
  • Outline the reward program so it’s official. Give them a target to reach for and encourage them to share the “thank-you” with their staff for a job well done.

Final Thoughts

It can be beneficial for your company to reward and incentivize your managers for good survey scores.

Not only will it help your company excel at customer service, it let’s your entire staff know that a culture of “customer first” is important to you.

On the flip side, you do want to set out in writing what you’re going to do when surveys don’t come back with good scores. It pays to make your staff aware of what happens when you receive good survey scores and when you receive not-so-good scores.

Ultimately, the goal of rewarding your managers is to encourage their strong participation in your customer service goals and to improve your bottom line.

Surveys help you make the best decisions for your business. Are you ready to get started with your free Survey Town trial? Start with your free account today, and you can upgrade at any time.

Image: Štefan Štefančík on Unsplash

NPS Score Why It's Good To Use
Survey Tips

NPS Score: Why It’s Good To Use

The Net Promoter (NPS) Score is the single best question to ask respondents because it not only helps you gauge customer loyalty, but it helps you learn whether your customers appreciate you so much they’d tell other people about you.

The NPS question is this: “How likely is it that you would recommend our business to someone else.”

Let’s look at the NPS score and why it’s good to use.

It Measures Repeat Business

With one simple question, you can determine if your customers will shop with you again.

It’s a great tool for forecasting your business growth potential.

The NPS score measures the likelihood of repeat business while at the same time measuring the probability of new business. (tweet this) For example, if a customer responds high on the positivity scale, you know they’ll be back, and they’ll recommend you to others. 

It’s Easy to Implement

What could be easier for respondents than a one question survey?

The NPS Score is simple, straightforward and lightning quick for your survey takers. All you want to know is how likely they are to recommend your business to a friend. 

It Helps You Track Change

Let’s say that your first NPS Score didn’t reveal great results.

You go back to the drawing board and fine tune your customer service policies. You train your staff and provide ongoing refreshers. Finally, you begin instilling the thank you culture into your business model.

It’s six months later, and you send out another survey, and the results are much improved.

By using your NPS Score, you can survey customers twice a year to see if your improvements are working. If they aren’t, you can again make changes. 

Final Thoughts

Start the process in your business today and use the Net Promoter Score as part of your overall marketing strategy and business growth plan.

You’ll gain valuable insights about the customer experience and learn where you need to improve.

Use the NPS Score to improve your customer service and your processes for the absolute best customer relationships and to ultimately grow your business.

Surveys help you make the best decisions for your business. Are you ready to get started with your free Survey Town trial? Start with your free account today, and you can upgrade at any time.

Image: Mpho Mojapelo on Unsplash

 

Drag and drop survey creation  – JUST LAUNCHED!
Uncategorized

Drag and drop survey creation – JUST LAUNCHED!

We have just launched some changes to way surveys are created by introducing a new drag and drop interface for questions.  This interface reduces the number of clicks needed to add questions into a survey as well as allows you a better vantage point to “see” how your survey is coming together while you create it.  Here’s a guide to the major changes.

Drag questions into place

First main change is that you now see all your questions types in a list on the left.  You can then choose among the list, select them and then drag and drop them into your survey area which is the main area on the right.

 

Inline editing

Once you drop your question in the main survey editing area, the dialog to add in your question text or set your choices will appear right there inline.  You can then save your settings and the question will appear right there.  This change saves several clicks back and forth between pages.

 

See your survey as you build it

With these changes you can now get a better view of your survey as you build it.  After you save your questions they appear in the main editing area so you can see how they will look in the final published survey.

Actions are now exposed via hovering

The Edit, Copy, Move and Delete actions on survey questions are now exposed when you hover over the questions.

Conclusion

We hope we have made the survey creation process even easier our new drag-and-drop interface for creating surveys.  This new interface for creating surveys will reduce the number of clicks and give you a better view of your survey as you create it.

Happy Surveying!

10 Questions for Your Guest Evaluation
Survey Tips

10 Questions for Your Guest Evaluation

Sending a survey after someone stays at your hotel or bed and breakfast is a fairly commonplace marketing tool.

If you aren’t currently sending a guest evaluation, or if you’d like to give your survey a refresh, this article includes 10 questions for your guest evaluation.

These are questions you can use to see where you are excelling, or perhaps where you can improve your business.

Your reputation depends on what people are saying about you, and if you don’t know how they really feel, you have nothing on which to base your improvements. (tweet this) This is why a guest evaluation survey is so important for the hospitality field.

With many of the questions below, you can choose to offer open-ended questions as well as ratings questions or closed-ended questions where users can choose more than one answer.

Consider what you really want to know before deciding on the question type.

#1: Why Did You Choose to Stay at This Hotel?

By asking this question, you get a good idea of whether it was an online search, price, word of mouth, reviews, repeat customer or something else.

Provide choices for your customers and let them check as many as they’d like because it could be multiple reasons.

#2: Tell Us About the Front Desk Staff?

These employees provide the first impression for your guests, and they set the tone for the entire stay.

Let respondents rate the front desk staff. If the response was negative, provide another question so they can say why.

#3: How was the Check-In Process?

This question lends itself to an initial closed ended question.

You might ask respondents how satisfied they were with the check-in process with choices like: very satisfied, satisfied, neutral, dissatisfied and very dissatisfied.

Yet, you could employ conditional logic to gather more information in the form of an open-ended question.

For example, if they answered satisfied or very satisfied, you would send them to a question asking them why.

If they answered on the opposite end, you certainly want to know what happened, so you’d ask for details.

#4: Was Your Room Clean Upon Arrival?

This is a simple question and usually a yes or no answer is just fine.

But, again, you want to employ conditional logic if survey respondents answer with a no response.

Push further to find out what wasn’t up to par. This helps you better train your housekeeping staff to meet the needs of your guests.

With regard to clean rooms, it’s worth noting that this is one of the most important items to your hotel guests when it comes to choosing accommodations.

#5: How Did the Housekeeping Staff Do During Your Stay?

With this question, you would use a ratings scale.

For example, your question might look like this:

The housekeeping staff did an excellent job cleaning my room.

o Strongly agree

o Agree

o Neutral/Not sure

o Disagree

o Strongly disagree

If they answer that they disagree, move them on to another question so you can learn about the problems they encountered.

#6: Did You Use Any of the Amenities? If so, which ones?

This is an important question, because you really want to know if they used your business center, swimming pool, hot tub, exercise room, restaurant, etc.

So, the best way to do this question is to provide a list of all of your amenities so they can check the boxes of all that apply.

You could follow this question up with a “Why didn’t you use X amenity,” if you want to learn how important individual ones are to your hotel guests.

#7: Was Your Bed Comfortable?

This is another important item to your hotel guests. While it might not be what makes them make the initial reservation, you can bet that it is a determining factor when they decide the following:

  • Whether or not to return to your property.
  • What kind of online review they’ll write.
  • If they recommend you to others.

So, ask this question. Then, take a look at your results over a few months. If the answer is most often a no, then you want to work new beds into your next budget.

#8: Did You Enjoy Breakfast?

If you serve breakfast, this is an important question to ask because it’s vital to the overall impression your guests have of your property.

While this can be a yes or no question, you certainly want to follow it up with conditional logic.

The end goal is to find what they enjoyed about the breakfast. You might find no one likes oatmeal, so you can remove it from your offerings.

You also want to know what they like to ensure it stays on your menu.

#9: How was the Check-Out Process?

Just like the question you asked about the check-in process, you want to know about the check-out process.

This includes things like:

  • Was your bill accurate?
  • Did you check out online?
  • Did you go to the front desk to check out?
  • How was the front desk staff?
  • Were there enough luggage racks for you?
  • Did you find the parking adequate for ease of getting your bags to the car?

#10: How Likely Are You to Recommend Our Hotel to Others?

Finally, this is the ultimate question on your list. This is the meat of your guest evaluation.

Why? Because when all is said and done, you want to know if you succeeded in making your guest’s stay so wonderful that they will recommend you to others.

This question is what makes up your Net Promotor Score. It’s what lets you gauge the loyalty of your customer.

Did you go far enough to build a great relationship?

If the answer to this question is less than satisfactory, you have a problem on your hands and one that must be solved quickly.

Final Thoughts

The hospitality business is based on reputation, digital reviews and even word of mouth.

To make sure that your hotel or bed and breakfast is getting a five-star rating and reputation online, you want to know what your guests think. The best way to do this is through a guest evaluation survey.

The 10 questions included here will help you determine whether or not your property is making the grade. You will get insight on where you excel and where you can improve.

In the hospitality business, anything under a four-star rating will give your guests pause, so it pays to conduct a guest evaluation so you can make quick, positive corrections to ensure five stars show up for you each time.

Surveys help you make the best decisions for your business. Are you ready to get started with your free Survey Town trial? Start with your free account today, and you can upgrade at any time.

Image:  Paul Bence and rawpixel.com on Unsplash

How to Achieve Balance in A Survey
Survey Tips

How to Achieve Balance in A Survey

The purpose of a good survey is to dig deep to learn what your customers really think about your products or services and your customer service.

You want to provide a survey to your customers that not only meets their usability needs, but one that meets yours.

The results you are looking for are in-depth and reliable. To do this, you must create a balanced survey that asks the right questions.

In this article, we look at how to achieve balance in a survey.

Watch for Bias

Your first step in achieving balance in a survey is writing open-ended survey questions that avoid bias.

This means staying away from questions that bias respondents towards one answer.

Biased questions ruin your survey’s reliability because the answers you receive aren’t accurate. 

What does a biased question look like? Here’s an example:

We love our new cleaning solution. How wonderful do you think it is?

While this may be an extreme example of bias, you can see how this pressures respondents to come up with a positive answer.

This is not only off-putting to respondents, but it skews your data.

One way to fix this question is to write one like this: How does our new cleaning solution work for you?

This puts the focus on the cleaning solution, and leaves respondents able to answer positively or negatively.

By eliminating any biased wording, you take out your own opinions and leave the answer wide open for respondents.

Your other option would be to re-frame the question, while adding another option so your survey remains balanced. Consider these two questions:

How helpful is our new cleaning solution?

What about our new cleaning solution hasn’t met your needs?

On their own, these questions are biased. When set side-by-side, they provide balance.

Provide a Balanced Scale

Your next step is using a balanced scale when creating your closed-ended survey questions.

When posing questions on a balanced scale, you ask respondents to answer a question based on a balanced ratings system. For example, your question might be:

Rate your experience with our new cleaning solution:

The choices you provide are very dissatisfied, dissatisfied, neither satisfied or dissatisfied, satisfied, very satisfied. 

This is a balanced scale because there are two options on each side of neutral – one moving in the positive direction and one moving in the negative direction.

In a balanced scale, both the negative and positive categories must be equal. If they aren’t, you might end up with survey bias because you are leading respondents to a particular answer.

The mid-point must be between to equal sides to avoid “forcing” respondents to answer in a way they don’t really feel. This can create a sub-conscious bias.

Keep your scale balanced so you don’t get inaccurate results or misleading data that ruins the accuracy of your survey. (tweet this)

How do you know what kind of scale to use? First, more categories aren’t always the best scenario. Give respondents too many choices, and you again run the risk of unreliable data because the choices are so overwhelming, the respondent just picks an answer.

When it comes to balanced scales, less is often better as long as there is enough difference between the choices, and the positives and negatives are balanced.

Your categories need to be distinctive to avoid data problems, but not so far apart that respondents wished there was another choice. 

Final Thoughts

For the most reliable and usable data, keep your survey balanced.

Whether you take all bias out of your questions, or you offer two alternatives, one positive and one negative, you allow your respondents the freedom to answer truthfully about how they really feel.

To achieve balance in a survey, keep all of your own thoughts and opinions out of your questions so you can get true and accurate responses.

Surveys help you make the best decisions for your business. Are you ready to get started with your free Survey Town trial? Start with your free account today, and you can upgrade at any time.

Image:  Jeremy Thomas on Unsplash