Survey Tips

How To Use Uploads As Part Of Your Surveys And Forms

Survey Tips

You’ll find there are many different types of questions to ask in a survey, and they each serve their purpose.

  • The dichotomous question is generally a “yes/no” question.
  • Users are encouraged to type their own response in the open-ended question.
  • The multiple-choice question allows users to pick from a variety of answers.
  • The rank order and ranking scale questions allow users to rank items.

But, what if you need more information than this?

This is where uploads come in.  You can use uploads as part of your surveys and forms.

How to Use Uploads

When you use uploads, you give respondents the ability to attach data that isn’t usually available through the above standard survey questions. (tweet this)

For example, a customer purchases your product, and you want to see it in action so you ask them to upload a photo. Or, perhaps you want respondents to upload a document like a resume. They could also do this with the file upload.

Even better, they can upload documents and photos through the survey on their phones.

Final Thoughts

With the extra feature of being able to use uploads as part of your surveys and forms, you can now collect additional information from respondents.

You make it easy for them to send you information they have in a digital format. This is especially helpful for respondents because they don’t have to type the information into your survey – they can just upload a file.

This survey question type is particularly beneficial when using mobile surveys. Your respondents can simply upload a photo or document from their mobile device to the survey.

It makes it easier for respondents to provide you with information while engaging them in the process.

You’ll find the files easy to access in Survey Town for your review. You now have access to even more data in your survey results.

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 via Visual Hunt.

3 Ways To Use Survey Data To Better Target Customers

Survey Tips

Targeting the right customers at the right time is essential to your company’s marketing plan. (tweet this)

To build an effective marketing strategy, you have to know the best ways to reach your customers as well as the right information to provide them.

When you start putting together your marketing plan, you begin by making decisions on who you think your target customers are, and then you put some time into gathering and analyzing their habits. This begins with the survey.

Using a survey to find out more about your target audience is a cost-effective way to change the game plan and increase your business growth.

In this article, we look at three ways to use survey data to better target customers. First, let’s look at why the survey is a good option.

Why Survey Target Customers?

It’s hard to connect with people if you only think you know what they need. There’s no need to guess any longer. Use a survey to effectively connect with your customers.

When you survey your current customers as well as members of your target market, you learn what they need and want. You learn how to better present your products and services.

You also learn where you might be lacking and how to improve.

Survey a large group of people, but stick to those you think might have some interest in what you’re offering. You can then use their data to better target new customers.

Once you know more about your target market, you can go about marketing to them.

Let’s look at a few ways to use survey results to help you further target contacts:

  • Integrate survey results with email list management
  • Improve customer retention rates
  • Incorporate results into your CRM

Email List Management

An added benefit of sending your customers surveys is that you let them know you really care about what they want and what they think.

Once you get your survey results back, you can use that data to segment your email list and send the right info to the right people at the right time.

You can also use the survey data to build better email campaigns. You can make them more specific and relevant to the people on your list.

This means people are more likely to open, read and click through your email campaigns.

When you gather vital data through your surveys and segment your lists, you can highly target your messages to subscribers, providing them the information that benefits them the most. In turn, you see a greater return on your investment.

Customer Retention

You can increase your customer retention rates by analyzing your survey data. Survey them to learn what they like and what they wish you’d do differently.

Here are some ideas to get you started. Survey your customers with these questions to learn where to concentrate your customer retention efforts:

Ask them what they link about discounts. Survey them to find out how big they’d like to see the discounts and how often. Ask them if they’d like a perks program that includes coupons or freebies. Find out if a loyalty rewards program would incentivize them to stick with you.

This takes all the guesswork out of your retention program. You may think you know what they want, but you won’t know for sure until you ask.

Ask them what new products or services they’d like to see. Once you know what their needs are, you can provide them just what they require.

This encourages them to stick with your company and lets them know you care what they need.

Ask them what they think of your service. The fastest way to lose a customer is with bad service. In fact, according to one source, 78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience.

Knowing that 12 positive experiences are needed to make up for one unresolved negative experience shows just how important your service is.

You can’t be involved in every transaction, so the only way to know for sure what your customers think is to ask them. Surveys give your customers the opportunity to open up and share their experiences, giving you the chance to improve where needed and increase customer retention rates.

CRM Software Usage

Did you know you can use survey data in tandem with your CRM (Customer Relationship Management)?

How well you use your CRM is completely dependent on how much you know about your customers and your target market.

The more you know, the better the relationships you can create.

Surveys are a great way to maximize the data you use in your CRM to make it really work for your business.

When you combine your survey data with the automated benefits of your CRM, you can use your market research to build sales strategies that work better for your business.

Surveys can help you qualify your leads better because you learn more about what makes your customers tick. You can gather demographic information as well as their interests and needs.

Survey data helps keep your contact information fresh and relevant while helping you further segment your customers for the best in targeted information.

You can also use your survey data to catch any problems before they get worse. You do this by integrating your CRM software with online surveys. This helps you automate feedback to your customers at various touch-points.

Consider surveying them after they purchase, following a customer service call, when they cancel your service or return a product, or when they buy again.

You’ll have a better grasp on your strengths and weaknesses using this survey data to use your CRM better.

You can also send automated replies when customers give you negative survey feedback. Consider an “I’m sorry” message to make your customer feel better.

Final Thoughts

You’ll find there are many ways to use survey data to better target customers.

It can only help jump start your marketing strategy and help fill in the questions you might have about your target audience.

Use your surveys to enhance your email marketing, customer retention efforts and your CRM, and you’ll end up with happier, more engaged customers who truly appreciate 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.

Images: William Iven

3 Ways To Design A Survey That Users Will Love To Complete

Survey Tips

You’ve probably completed your fair share of surveys, and you’ve most likely ignored an equal amount.

Ask yourself why you completed some and ignored others. Perhaps some interested you while others didn’t. Or, maybe a company offered you a perk for taking the survey.

To help you get your surveys returned and not ignored, we look at five ways to design a survey that users will love to complete.

Let’s look at how to encourage users to complete your survey and not walk away frustrated.

#1: Keep It Short

The best way to design a survey that users will love to complete is to make it short and to the point. (tweet this)

Limit your survey questions, and you reduce your drop off rates.

When it comes to crafting your survey, focus on what you really want to know.

For example, do you want to know how they liked your product, what they thought of your event or how they like your customer service?

While it would be nice to know the answers to all of these questions, and more, you don’t need to know it all at once. Only ask the few questions you are prepared to take action on immediately.

Your survey respondents are doing you a favor, so do them a favor and make your survey easy to finish quickly.

Studies show that the ideal number of questions is less than 12 to prevent customers from abandoning your survey. Try and stick to 3-5 questions for the best results.

It’s also a good idea to test your survey so you know how long it takes to complete. Spell this out for your respondents so they know what to expect.

#2: Don’t Ask Leading Questions

Your customers aren’t naïve. They know when you’re trying to push your agenda, and if they encounter this, they just might abandon your survey.

Craft your questions so that they are neutral. You don’t want to lead respondents to an answer. Consider these three scenarios:

  1. Please rate product X on a scale of one to five.
  2. Tell us what you think about product X. (This asks them to type out why.)
  3. Tell us the reasons why product X is the best on the market. (You provide check boxes of items that show why you think it’s great.)

Scenario number one and two are neutral. Scenario number three obviously leads the customer and just might irritate those who don’t think your product is great.

#3: Limit Your Use of Matrix Questions

Matrix questions are the ones that require respondents to fill in little circles.

Why do these questions make people crazy? Respondents can get confused with these as overdone matrices are complicated and hard to follow.

This also hurts you as your customers may abandon the survey altogether or just choose to make a pretty pattern as they mark your circles.

If you must use a matrix, limit your header options to five so it isn’t so complicated.

Final Thoughts

Now that you know how to design a survey that users will love to complete, let’s look at some final tips for maximizing your responses:

  • Let your customers know the survey is coming. Tell them why you’re sending it and how you’ll use their results. Tell them the survey is confidential.
  • Give your respondents time to complete the survey. If sending online, one week’s time is generally sufficient.
  • Design your survey so it’s easy to read. Make your sections clear and pay attention to the flow from one section or question to another.
  • Send a reminder during the week-long survey period. Thank those who competed the survey and remind others of the deadline. Consider offering respondents an incentive for participating. It could be an outright perk, or you could enter them in a drawing after they complete your survey.

Finally, if you plan to send more surveys in the future, you want to let your customers know their opinions matter.

Shortly after the survey, send them an email outlining the responses and the actions you are going to take. Thank the participants again.

Follow these steps, and you can bet they’ll be there for you the next time you want to survey them.

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.

Images: Brooke Cagle

 

 

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What Is A Good Net Promoter Score?

Survey Tips

The Net Promoter Score (NPS) measures the experience customers have with your business. It also predicts your company’s growth potential.

When measuring the customer experience using the NPS, you want to answer the question, “What is a good Net Promoter Score?”

In this article, we dissect that question and provide you with an answer. First, let’s look at how the score is calculated.

The NPS Calculation

  • Promoters (score 9-10) are loyal enthusiasts that you can expect to keep purchasing from you and referring others which fuels growth.
  • Passives (score 7-8) are satisfied, but they are not enthusiastic customers. They are vulnerable to your competition.
  • Detractors (score 0-6) are your unhappy customers who can damage your brand and hinder growth through their negative word-of-mouth.

You subtract the percentage of detractors from the percentage of promoters to get your Net Promoter Score. The top score you can get is 100, and that’s only if everyone is a promoter.

What’s a Good Score?

So, you want to know what your Net Promoter Score should be. While this is a simple enough question, the answer is, “It depends.”

It is widely accepted that a score below 0 means you have work to do, a score of 50 is excellent, and a score of 70 and above is top notch.

It’s also worth noting that any positive score means you have more promoters than detractors. (tweet this)

That being said, your score depends on your industry and the region of the country you live in. It also hinges on your customers – their age and income as well as other demographics. Your NPS is based on how long your customers have been associated with your business.

To really understand your score, compare it to the score of others in your industry. If you are consistently scoring higher than your competitors, you’re doing something right and are set for growth.

Use your research as a benchmark. This helps you gauge the success of the customer experience you provide your customers.

Final Thoughts

The bottom line is that your score should reflect your efforts at the overall customer experience.

If you’re working hard to improve your service and relationship with your customers, it stands to reason that your score will be positive.

If you find you have a negative score, then it’s time to create a customer service strategy.

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.

Images: Timothy Muza

8 NPS Survey Best Practices

Survey Tips

A Net Promoter Score survey is one of the best ways to gauge customer loyalty.

It’s a terrific metric that can help you propel your business while learning what you can do to improve your long-term growth.

The Net Promoter Score (NPS) tells you how much your customer values your business because it answers the question, “Are you going to recommend our company to others? And why?”

Sending a NPS survey provides you with the feedback you need to understand where you stand with your customers and how you can improve.

In this article, we look at eight NPS survey best practices so you can use your score to move your business forward.

#1: Don’t Batch and Blast

You want to plan your NPS survey sends. Sending in one big batch isn’t the best idea because it doesn’t account for your customer’s stage in their relationship with your company.

Consider your NPS surveys like your automated email workflow. Send them at particular stages and according to specific triggers. For example, you might send one after a purchase, two purchases, etc.

You’ll experience better insights by sending surveys based on specific triggers and at unique times in your customers’ life-cycle.

#2: Send at the Right Time

You also don’t want to send your surveys too early in your customers’ life-cycle.

They need a chance to experience your products or services before they can offer an opinion on your business.

If they haven’t spent much time with you, they may not be able to verbalize if and why they might recommend you.

#3: Measure Regularly

To be effective, you want to measure your Net Promoter Score on a regular basis.

You might find that the first time you survey your customer isn’t as effective as the second time. Their opinions may have more time to form, and they might even have a chance to change their minds.

We suggest you measure NPS regularly so you can engage customers at different times during their life-cycle with your business.

#4: Use the Feedback

The worst thing you can do is measure your Net Promoter Score without sharing and using the feedback.

Make sure you take action on the feedback, and your first step is sharing it with your staff members.

You want to get buy-in from your employees because they are the front line and providers of the customer service.

Discuss your NPS regularly at team meetings and strategize ways to increase retention and overall company growth. You also want to look at ways to reduce your customer churn rate (the rate at which customers leave your business).

#5: Send Follow-Up Emails

First, you sent your NPS survey to your customers through email. If you followed step one, then you also sent it at the right time – perhaps after a purchase.

Once your customers have completed your survey, you want to send them a follow-up email based on their score.

This is a great way to follow-up with your customers and let them know you value their opinions and will use their feedback to improve your business.

By following up, you let them know you appreciate their involvement. It also lets them know you are actively paying attention.

Your follow-up email after the NPS survey can include the following:

  • Thank-you note
  • Acknowledgement of their score
  • If they left a positive score, ask them to leave you a Google review
  • Offer them something free – a discount, whitepaper, video or other download

Remember that negative comments aren’t something to ignore. Your customers who complain really might be the ones who care because they are looking for something more. If you provide it to them, you might find that their next NPS is higher.

#6: Ditch your Pride

It can be hard to look at your NPS and know you have to change.

Your gut instinct may be to ignore negative comments or disregard them, but that isn’t going to help you better your customer service and relationships.

You want to concentrate on how you can improve, not on how you can change your customer’s mind.

#7: Use the NPS as a Tool

Another first instinct is to think of your NPS as market research. It’s not that at all. It’s a tool to use to change the way you do business.

It’s something you can use to change your way of operating.

Your Net Promoter Score helps you understand and improve your businesses’ operations. It helps you improve the entire customer experience.

Again, you want to involve your entire staff and make sure everyone is on board with improving the customer experience.

Help your staff see the importance of your “promoters.” Help them understand what they need to do to keep these customers so they can help your business grow.

You also want to help your employees understand your “detractors” and how they can help move them from the negative side to the positive promoter side.

To do this, everyone has to work to improve the entire customer experience.

#8: Improve Employee Engagement

How do you get your employees to buy in to improving your Net Promoter Score?

The best thing you can do is make sure your employees are engaged and fulfilled in their job.

If your employees aren’t engaged, they can’t, and won’t, satisfy the needs of your customers.

Consider asking your employees the Net Promoter questions. If they are detractors and not promoters, do what you can to improve their experience so they can improve that of your customers’.

Final Thoughts

Knowing your Net Promoter Score is important, but what you do with it is what sets your business apart from the competition.

So, once you get your survey results, you want to make sure you act on them quickly.

To increase your growth and propel your business, you want to focus on your customers and doing what you can to improve the Net Promoter Score.

Your business is about more than selling a product or service. It’s about creating happy, long-term customers who are glad to be your brand ambassadors.

Concentrate on the customer experience and just watch your business grow.

Are you ready to get started with your free Survey Town trial and try your hand at Net Promoter Score surveys? Start with your free account today, and you can upgrade at any time.

Images: Tim Gauw

3 Net Promoter Score Questions To Ask

Survey Tips

When you use Net Promoter Score questions in your survey, you start the process of identifying loyal customers.

You start to recognize and distinguish your brand ambassadors. These are the people who will help lead new customers straight to your door.

With the Net Promoter Score, you can scientifically measure and then encourage customer loyalty.

To help you, we look at three Net Promoter Score questions to ask in your next survey.

#1: The Net Promoter Question

With this survey, you don’t want to ask numerous questions. Keep it very short and to the point.

In fact, your survey should have no more than three questions.  Include any more than that, and you risk higher survey dropout rates.

Your first Net Promoter Score question should look something like this:

Based on your experience, how likely is it that you would recommend our (product, brand or service) to your friends, family or colleagues?

Your scale should range from 0=not at all likely to 10=extremely likely.

This is where you’ll get your Net Promoter Score.

#2: The Reason Why Question

Your next question invites the respondents to let you know why they feel the way they do.

Provide a text area where your customers can actually write out their comments. You’ll find that you may receive glowing reviews or some negative comments here.

The reason why question should look like this:

Why did you provide these ratings? or What is the reason behind your ratings?

#3: The Follow Up Question

With this last question in your Net Promoter Score survey, you want to know what you can do better.

This is where you find out what your customers really think and how they perceive your shortcomings.

For this question, craft something like this:

What is one thing we could do differently to increase the value of our (product or services) to you?

With this question, you leave it wide open for your respondents to offer their suggestions and hopefully, constructive criticism and comments.

As we mentioned earlier, keep your survey to no more than three questions.

You might even find you can eliminate either question #2 or question #3 and re-word it to encourage the kind of comments you are looking for, especially if your dropout rates are too high.

Final Thoughts

Now that you know the right questions to ask, you’re well on your way to using the Net Promoter Score to gauge your customer loyalty.

In addition, you are well-versed in how willing your customers are to recommend your business, product or service.

You can use your Net Promoter Score to:

  • Segment your customers by their loyalty to you
  • Identify those customers who are unhappy and unwilling to refer you
  • Discover what drives your customer loyalty and how you can improve upon it
  • Benchmark your results against those in your industry

Finally, remember that the power of the Net Promoter Score comes in what you do after the survey and after you have your score.

The power is in the follow up.

Don’t miss this critical part. How you respond to your customers after you receive their feedback is integral to the entire process.

Your follow up may mean the difference between increased customer loyalty or an at-risk customer that walks away.

Follow up is key to your success, and it’s what helps you encourage and gain long-term loyalty.

You earn your customers’ loyalty by creating relationships with them. Using the Net Promoter Score survey, you can start creating valuable and authentic relationships with your customers by showing them you value their feedback, and you are willing to take action on it.

Your Net Promoter Score survey allows you to start a new conversation with your customers – one where they feel valued and important to your business.

Are you ready to get started with your free Survey Town trial and try your hand at Net Promoter Score surveys? Start with your free account today, and you can upgrade at any time.

Image: VisualHunt

How To Use Surveys To Gauge Customer Loyalty

Survey Tips

Have you heard about the Net Promotor Score (NPS)?

In this article, we look at the NPS and how to use surveys to gauge customer loyalty.

Defining the NPS

This is a tool you can use to gauge the loyalty of your customer relationships. The score is based on the responses to one question: “How likely is it that you would recommend our company/product/service to a friend or colleague?”

The scores lay out like this:

  • Promoters have a score of 9 to 10 (on a 0-10 scale) and are likely to buy more and recommend you to others.
  • Those with a score of 0 to 6 are called Detractors and aren’t considered value-creating customers.
  • People who respond with a 7 or 8 are called Passives, and they fall in the middle.

You calculate the Net Promoter Score by subtracting the Detractors from the Promotors. (Passives count only towards your total of respondents which decreases the percentage of Detractors and Promotors.)

Using a Survey

A customer survey is a great way to measure customer loyalty and your NPS.

When you use a survey, you can quickly tell exactly how your customers view you.

You can then use your results to enhance your business and increase customer loyalty.

Follow these four steps when using surveys to gauge customer loyalty:

  1. Create a survey that asks customers how likely they’d be to recommend your company on a scale of 0-10.
  2. Analyze your data using the NPS scale mentioned above.
  3. Reach back out to the customers who expressed the most loyalty towards you. Continue to nurture them through your marketing channels to increase the likelihood they’ll be your brand advocates.
  4. Follow up with customers who are the least likely to recommend you (or not at all) to find out what you can do differently.

Final Thoughts

Are you currently using the NPS to determine your company’s rate of customer satisfaction? Have you thought about sending a survey to gauge customer loyalty?

Because your relationship with your customers is so important to your growth and retention rates, it’s a good idea to check in and see just what they’re thinking. (tweet this)

Customer loyalty is key to your business growth. Loyal customers shop with you again and again. They are your brand ambassadors.

Measure your company’s customer loyalty through a survey to learn how well you’re doing or where you can improve.  This is a key indicator of potential growth.

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.

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5 Customer Satisfaction Survey Best Practices

Survey Tips

Do you know what your customers think about your business, your products and services or your staff?

Have you ever asked them?

A customer satisfaction survey is a great way to find out how your customers perceive you and to gain feedback so you can improve your products and systems.

When you send a survey to your customers, you’ll gain valuable data that you can analyze and then turn into action. (tweet this) This in turn helps you increase your strengths, work on your weaknesses and grow your business.

In this article, we look at five customer satisfaction survey best practices to help you send accurate, relevant surveys to your customer base.

#1: Have One Objective

Are you already saying to yourself, “But, wait, I have so many questions to ask?” That may be. So, in that instance we’d suggest sending several surveys spaced apart during the year.

The best practice when it comes to surveys is sending one survey with one very well-crafted objective.

Sit down with your team and find out what feedback you really want.

  • Do you want to know how your customers perceive a specific product or service?
  • Are you after their perceptions of your customer service?
  • Maybe you’d like to find out what they think about a new product you have in mind.

The possibilities are endless, and you do want to make sure that the objective of your survey is something you’re actually willing to take action on.

For example, if you ask several questions about your customer service, be sure you’re willing to do what it takes to help your staff improve.

When designing your survey, narrow down your survey goal. Once you have your goal, you can compose your questions. Be sure you stick to only the questions that apply to your one survey objective.

By doing this, you keep your survey focused. You also end up with better response rates because you won’t frustrate your respondents by bouncing all over with your questions and topics.

#2: Be Succinct

Now that you’ve narrowed down your objective, it’s time to come up with the questions. Brain storm questions so you have a pool to choose from.

The best surveys are short with very specific questions.

A general rule of thumb and best practice is to keep your survey under 10 questions. Better yet, make sure your customers can complete the survey in less than five minutes.

According to one study, adults lose their focus after just eight seconds. That means you have less than 30 seconds to grab their attention, convince them to take your survey and keep them interested.

Bottom line – the shorter the survey, the better chance you’ll have for a high response rate.

#3: Don’t Double Up

Make sure that you only ask one question per question as well. Sometimes survey writers are tempted to ask two questions in one. This isn’t a good idea. Make it easy on your customers so they don’t have to think too much to answer your questions.

For example, let’s say you want to know about customer service, and you ask this question, “Did you like the service you received in the deli department and the checkout lane?”

You aren’t going to get an accurate answer for either of these because while they seem related, they aren’t.

Don’t fall into the trap of asking two things in one question. Break your questions apart so your customers are very clear what you’re asking.

In the above example, they may have had a terrible experience at the deli counter and a lovely one at your checkout lane.

When offering check-boxes, don’t forget to also give respondents the chance to answer your question by selecting other or not applicable. Then, give them a text box for their answer.

This also helps ensure you get relevant answers.

#4: Test Your Survey

As with all things marketing, it’s a best practice to test your survey. Send it to your employees, a few friends or trusted advisors.

Ask them if it makes sense. Find out how long it took each one to complete the survey. Visit with them to learn if the whole survey made sense, and if they found it interesting to complete.

If you get positive feedback, that’s great, and you’re ready to send. If not, go back and revise what you need to so you can get the most valuable, relevant data from your customer satisfaction survey.

#5: Take Action

It’s a common problem – businesses send out surveys, compile the information, analyze the results, and then it sits on someone’s desk for months.

If you want to show your customers that you care about their feedback, you must take action on your results and share it with your customers.

Tell your customers what you learned. Then, explain to them what you’re going to do as a result of their feedback.

When you follow up with your customers, you show them that you value them, their feedback and their time. You increase their loyalty with your company and show them their opinions do matter.

What’s more, they’ll be happy to complete any other surveys you send them because they’ll feel like they have a voice and a say in your company’s products and surveys. This in turn confirms their reason for doing business with you.

Final Thoughts

While it may seem hard to craft your survey, it can be even harder convincing your customers to complete your customer satisfaction survey.

Your customers are busy, and as you build your survey, there are a few things to remember for the best responses. Make sure the following is in place before you send your survey:

  • A reason for them to complete the survey should be clear. For example, they are current customers with a connection to your business.
  • They believe they’re making a difference by completing the survey.
  • The survey is incredibly easy to complete.
  • There is a reward at the end. Consider offering something like a drawing or extra loyalty points for their efforts.

Now that you have five customer satisfaction survey best practices, you’re ready to begin building your survey so you can make the best decisions about your business, increasing customer loyalty in the process.

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: Clem Onojeghuo