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New and Improved Look of NPS, CES, CSAT surveys for Mobile, Desktop, and Email
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New and Improved Look of NPS, CES, CSAT surveys for Mobile, Desktop, and Email

10 Proven Methods You Can Use to Get Customers to Answer Your Survey
Survey Tips

7 Proven Methods You Can Use to Get Customers to Answer Your Survey

You want to grow your business and provide the best experience to your customers. You know that happy customers mean repeat business and new customer acquisition as well.

To accomplish your business goals, you want to use an important marketing tool – the customer survey. Securing customer feedback is crucial to growing your business.

Smart businesses know that sending surveys helps you gain valuable information to propel your business forward. Plus, surveys are easy and affordable to create. (tweet this)

You’ll find there are a few tricks to sending surveys that get responses. In this article, we look at seven proven methods you can use to get customers to answer your survey.

#1: Make Customers Feel Special

Since you want people to complete your survey, you have to make them feel special. How do you do this?

You want to show you genuinely appreciate your customers’ participation in your survey.

There are various types of messaging to use in your survey that accomplish this, and here are two suggestions:

  • Use the subject line: “We want to know what you think.” This immediately sets the tone and lets your customers know that you really want to know their opinion on your products, services, or customer support. You might then elaborate a bit and tell your customers how their feedback will impact them and your business.
  • Or, use this subject line: “Please take a short five minutes to complete this important survey.” With this sentence, you tell your customers up front how long your survey is going to take them. Five minutes is a good length because most people have that amount of time to spare. Be sure that you have had sample subjects take your survey, though. You don’t want to promise five minutes when it is really 10. Don’t forget to thank them as well. Always remember that shorter surveys are better.

#2: Provide an Incentive

You can try the above tactics, but if they aren’t working for you, try something different in your next survey.

Offer your customers an incentive to raise your survey completion rate. Here are a few examples:

  • Offer a discount at the end of the survey. For example, you might provide a 15% off coupon for their next shopping trip.
  • Give your customers a gift certificate at the end of the survey – $10-15 is a nice range.
  • You can also offer a drawing as an incentive. For example, “Enter our survey and be entered into a drawing for a $100 gift card.”

Whatever incentive you offer, make sure you know your target audience. It should appeal to a broad range of your respondents.

#3: Use Multiple Channels

Sometimes businesses make the mistake of only sending surveys through one channel.

For example, if you post a link to your survey on Facebook, you won’t necessarily reach all of your customers. Some of them might not even use the social media platform.

The easiest, and usually the best way, to send surveys is through your survey provider or in other instances, your email marketing service provider.

If you have your customers’ email addresses, this is the most reliable way to get your surveys in front of your customers.

Next, you might consider posting your survey through your social media channels and putting it on a landing page on your website. You can also send survey links through SMS.

How does all of this help? It ensures that your customers will see your survey. If they ignore the first notice, but they see a link to the survey three more times, they might just click and complete it.

#4: Keep Your Survey Short

How long is too long?

Research shows that survey length is one of the most important thing respondents consider when completing your survey and accounts for many drop-outs.

As a rule of thumb, keep your surveys under 10 questions. For most surveys one-three is the ideal amount.

The last thing you want is your survey drop-out rate to increase because your survey is too long. Show your customers you appreciate their time by keeping your survey short.

It should only include the questions that you are actually going to act on in the near future.

#5: Be Timely

You want to send your customers their survey the same day they made their purchase or used their services.

It’s best if the experience is fresh in their mind because they’ll be more likely to complete your survey. If they can’t remember their experience, they might provide you with inaccurate feedback.

#6: Know the Goal of Your Survey

Before you even begin putting your survey together, you want to make sure you know the goal.

Perhaps your goal is to find out if your customers would recommend you business. Your go-to survey is the Net Promoter Score survey.

Or, your goal might be to find out how your customer liked the product they purchased. This is a short survey with detailed questions.

Next, you want to tell your customers up front what you’re going to do with the information. And, after the survey, when you’ve formulated your plan, email your customers and let them know the actions you’re going to take.

This helps them feel appreciated once again.

#7: Personalize Your Survey Email

Your customers expect you to know who they are.

According to a survey, when you send emails with personalized subject lines, your customers are 26% more likely to open them.

When survey respondents see their name in print on their screen, there is a subtle nod that encourages them to complete your survey. The human touch works when it comes to increasing survey response rates.

Consider using their name in not only the email subject line but the body of the email as well.

Final Thoughts

Now that you know the seven proven methods you can use to get customers to answer your survey, you’re ready to create your first survey.

You are also well on your way to understanding your customers’ needs and wants better so you can refine your products and improve your customer service.

By taking the time needed to create the best survey possible, you have a better shot at more responses which is just what you need to improve 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.

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What to do with Negative Feedback - Proven Steps to Improve
General

What to do with Negative Feedback – 5 Proven Steps to Improve It

Sending out surveys always brings results, some positive and some negative.

While you may find yourself cringing as the negative results pile in, it’s not necessarily a bad thing. You of course appreciate the positive comments because they are reassuring, but the negative survey results are a growth opportunity.

Most business leaders know that negative feedback doesn’t have to spell disaster, and they instead turn it into a positive experience. (tweet this)

In this article, we look at what to do with negative feedback and five proven steps to improve it.

#1: Don’t Let Customers Down

Once your customers have taken the time to complete your survey, you don’t want to let them all down. Show your customers you value their time and their feedback by providing a response.

If you don’t, you show customers their input is useless, and they’ll likely never complete another survey for you again.

What happens after your customers send their survey feedback is the most important part of your survey

#2: Review Your Survey Responses

Gather your team and make sure everyone has read and re-read the customer feedback.

Delegate someone to respond to the negative feedback and someone to respond to the positive feedback.

Discuss together how your staff should handle their responses, especially to the negative feedback.

For starters, they should respond immediately. This isn’t something you want to fester. After all, the last thing you want are negative reviews all over Google and Facebook.

You can improve the customer’s opinion of you by learning more about what they’re upset about, remaining empathetic and showing you care. This is all regardless of whether you think the customer is right or not.

#3: Take Action

As you prepare to take action, it can be helpful to have a template for your employees to follow. Set guidelines and parameters so your staff is well-versed on just what to say.

They should always customize the response, though, so the template is really just an initial guide.

You may find that you can improve your negative feedback with the right response. Customers may even end up sticking with your company because of the way you handled their negative feedback.

Your follow-up is key to keeping the customer and turning them into one of your most loyal ones.

Train your staff to create a response that renames their concern, acknowledges it, and then lets them know how you can remedy it. Always let them know how much you value their input and how sorry you are for the problem.

#4: Review Responses

The next step is setting aside a time to meet with your staff to discuss your negative feedback.

This is so important because it’s the only way you’ll improve your business and your service and avoid negative feedback in the future.

#5: Analyze Your Data

Finally, as you review responses and make a plan for turning things around, you want to really analyze your data.

This means looking where the negative feedback came from. Is it just one department? Is it a particular area of the city or country?

By analyzing the data, you’ll find areas where you might provide more training. Or, you might learn you need to add a staff person because the wait time is too long. You also might find problems with products.

Analyzing your data provides a wealth of information and lets you know where to act.

Final Thoughts

When businesses respond promptly to negative feedback, they benefit. If you ignore, you’re likely to suffer in the form of bad reviews all over the internet.

Communicate with your customers. Try to fix the problem, and once you have, reach back out to those same customers and let them know what you’re doing to fix it.

This means contacting them more than once and showing them that not only did their feedback matter, but you took steps to make sure it didn’t happen again. Thank them one more time and let them know their role in affecting change.

Providing good customer service is vital to the success of any business. So, when you get negative feedback, you want to do everything in your power to improve it.

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.

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What is CSAT and How Does it Work
Survey Tips

What is CSAT and How Does it Work?

Do you know if your customers are satisfied? Do you have processes in place to measure customer satisfaction?

If not, consider implementing the CSAT (Customer Satisfaction Score) survey.

To help you, we look at “What is CSAT, and how does it work?”

The CSAT measures how your products and services meet or surpass your customers’ expectations.

In today’s busy world, where everyone expects the best service, knowing how you meet your customers’ expectations can mean the difference between a successful business and one that closes its doors.

CSAT is Key to Success

Poor customer service affects your business in many ways, which is why it’s so important you know your CSAT.

Customer service is key to helping your business grow. And, in our digital age, it’s important to keep your customers satisfied. Why?

Quite simply it’s too easy for people to leave you bad reviews on Google and social media. It’s too easy for them to get in a negative discussion about you online, and their angry rants may go viral.

This spells disaster for business.

Yet, on the flip side, if you know your CSAT, you know you also have highly satisfied customers who go on to leave you glowing reviews. They become your brand ambassadors telling everyone they know how great you are.

How the CSAT Works

To measure customer satisfaction, you send out a survey with the following question. It might be a one question survey or included in your regular survey.

You ask, “How would you rate your overall satisfaction with the product or service you received?”

CSAT scores are expressed on a scale of 0-100% with 100% representing total customer satisfaction. Usually respondents rate their satisfaction on a scale of one to five:

The formula is the number of satisfied customers (those answering four or five) divided by the number of satisfaction survey responses times 100 to equal the percentage of satisfied customers.

To Conclude

The CSAT reveals important data about your company.

You can use your customer satisfaction score to make an actionable plan to improve your number.

Once you know your CSAT number, you can use it to improve your customer service, train your employees, develop new products or services, and make your business stand out from the competition. (tweet this)

At the end of the day, your CSAT helps you boost your revenues by showing your customers they are number one.

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.

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Decoding the Customer Effort Score (CES)
Survey Tips

Decoding the Customer Effort Score (CES)

Have you heard people toss the term CES around the conference room? Struggling to understand just what it means?

In this article, we are decoding the customer effort score (CES) so you understand how it can help your business.

What is the Customer Effort Score?

In the simplest terms, the customer effort score measures your customers’ perception of how easy or hard you company made it for the them to complete their chosen action. (tweet this)

This could be anything really. For example, how easy or hard was it for:

  • A customer to buy something from your website or in your store.
  • Someone to resolve an issue with your staff.
  • A customer to register a product.
  • Your website visitors to navigate your website.
  • A person to leave you a review.

So, you can see that while the CES most often involves your service and support staff, it doesn’t always.

You can use the CES metric to evaluate how easy it is for your customers to deal with your business in a myriad of ways. One of the most common uses it to learn how easy it was for your customers to find a resolution to their problem with your service team.

In the 21st century and age of social media and review sites all over the internet, you know your customers want to do business with companies that are easy to work with. And, all too often, if they had a bad experience, they’ll spread it all over the internet.

You don’t want this to happen. It’s imperative that your customers are happy with their solutions and that they feel their issues were handled promptly and simply.

The CES allows you to determine if this is actually true.

When Should You Use the Customer Effort Score?

Best practice is to use the CES right after a customer has had an interaction with your business.

For example, you would send the survey after a customer purchased a product or service or had an interaction with your customer service department.

Your goal is to get real-time feedback. If you let too many days or weeks go between the interaction and the survey, you are likely to lose valuable data.

How to Measure Customer Effort Score

As we mentioned, you want to send out your CES survey shortly after any particular interaction.

The survey includes only one statement.

A sample question may look like this: “Your company (X) made it easy for me to handle my issue (buy a product, purchase a service, talk to support, use your website, figure out how to use a product).

The possible answers would be: strongly agree, agree, somewhat agree, neutral, somewhat disagree, disagree, or strongly disagree.

You might also ask the question like this: “How easy was it to solve your problem with (name of your business) today? The answer choices might be: very difficult, difficult, neither, easy, or very easy.

It’s also possible to send out your one question CES survey with just Yes/No as the possible answers.

Some businesses even include the option of allowing their customers to leave a comment. This can often provide a better look at what happened to that particular customer.

You’ll find many successful businesses measure CES right alongside the Net Promoter Score.

Why Use the CES

If you want to instill customer loyalty in the people who shop with you and retain them in the future, you want to explore the customer effort score.

The CES tells you in the most basic terms whether or not you are providing the best customer experience. If you are, great. If you aren’t, you know it’s time to improve if you want to better the customer experience.

When you reduce customer effort in all aspects of your business, but especially when it comes to service, you build customer loyalty.

Bottom line – you differentiate your business from the competition when you help your customers by providing them a quick and easy way to purchase from you, use your products or services, and work with your service staff.

Why Customer Effort Matters

You’ve been there before. You ordered something from a business, it didn’t work, and you called customer service. Then, you spoke with the first tier, second tier, and third tier, and yet you still don’t have a resolution.

That means you expended way too much customer effort. You probably won’t return to that business again, and you certainly won’t recommend them to others, and you may even broadcast your bad feelings about them.

Now, you don’t want that to happen to your own business, and that’s why your customers’ effort actually matters.

By reducing customer effort, this is what you get:

  • People who will recommend you to others in the form of positive word of mouth. This is where your Net Promoter Score can come in.
  • Customer retention increases, and your customers purchase from you again.
  • Your costs decline because you solve customers’ issues quickly instead of spending additional money on labor costs.
  • Employee retention also rises because they are happy to provide a better customer experience, so they incur less stress and frustration.

How CES Helps You Improve Your Team

If you have staff members or customer service agents who above normal CES results in negative territory, you can recognize that they either need additional training or a new job.

Knowing your CES score can help you identify where you can help your team grow which ultimately makes your company stronger.

Do be cognizant though of your service staff who regularly handles the most difficult and complex cases. Naturally their CES score may be less than the agents that handle the easier issues.

Final Thoughts

Measuring the customer effort score ultimately helps you grow your business. Combine it with your Net Promoter Score, and you’re well on your way to providing the best customer service.

Today’s customers demand a good shopping experience, and they’ll shop elsewhere if they don’t find it with you.

Effortless customer service will improve your bottom line. Make a concerted effort to eliminate hurdles and hassle for your customers, and they’ll soon be shouting your praises.

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.

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How to Measure the Success of Your Support Department
General

How to Measure the Success of Your Support Department

Well-known management consultant, Peter Drucker, said, “What gets measured, gets managed.”

His management philosophy means that a best plan of action is to measure the things that matter to your company. One of the most important things to measure is customer satisfaction.

If you’re ready to more than meet your customers’ needs and exceed their expectations every time, you want data you can measure.

Here’s how to measure the success of your support department.

How to Measure Satisfaction

One way to measure success is to send out feedback surveys. This helps you assess how well your support team is doing, while learning what your customers need and expect.

These metrics help you keep tabs on what your customers experience when they talk with your support team. Is the time spent with your support staff easy, or is their time difficult and frustrating?

You can always use the Net Promoter Score (NPS) survey to measure customer satisfaction. Yet, in this case, the NPS merely scratches the surface of your customers’ whole experience with support.

Consider also sending surveys that measure the following:

  • The number of conversations a person had with your support department to resolve the issue.
  • How many customers hung up frustrated.
  • If your customers felt their issues were resolved.
  • Overall satisfaction.
  • If customers felt the amount of time spent on the phone was satisfactory.
  • Whether or not the team member was friendly, courteous and ready to help.

Final Thoughts

Your customer support department is highly measurable. From things such as call volume, chat time, interaction counts, resolution rates, and customer satisfaction, you can record data and measure it quite easily.

Remember that you can only change and improve the things you are aware of. If you don’t know about the success of your support department, you can’t reward it or improve it.

Because your support department and ensuing customer service is meaningful to the success of your company, it makes good business sense to measure it on an ongoing basis. (tweet this)

Your satisfied customers who had a good experience with your support department are the ones who’ll return to shop with you.

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.

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5 Reasons to Integrate Survey Results into Your CRM
Survey Tips

5 Reasons to Integrate Survey Results into Your CRM

A CRM (customer relationship management) platform is a vital centerpiece to your business.

Why? In our digital age, the business that builds relationships is the one that succeeds. The best way for you to set yourself apart from the competition is by using your CRM to interact with your customers.

And, when it comes to meeting the needs of your customers and providing the best products and services, you have to know what they want. One way to learn about their needs is through surveys.

So, instead of leaving your survey results out there on their own, you can send the information to your CRM.

In this article, we look at five reasons to integrate survey results into your CRM. When you do this, you can add this info to your CRM to enhance the service you provide your customers.

First, let’s look at customer feedback.

Why Feedback is Important

Before we get into the importance of integration, we want to discuss why surveys are so important to the customer service experience you provide your customers.

Feedback is vital to understanding the desires of your customers and to learn how they feel about you. It’s nearly impossible to improve your customer experience if you don’t ask people what they think.

Asking for input means you can take action quickly.

Because feedback is so important to your success, it doesn’t help you to keep it outside of your CRM. Enhancing the customer experience means seeing the big picture, and that’s best done through integration.

Now let’s discuss why you should integrate your survey results into your CRM.

#1: You Get Immediate Feedback

Integrating your survey into your CRM software gives you more power to convert leads into customers.

For example, if someone contacts you through your website, you can set up an automatic survey to learn more about them. Once you get this feedback, you can qualify the lead based on their survey responses.

#2: You Get to Know Your Customers

Let’s say you use a survey platform like Survey Town, and you have a CRM. If you integrate them, you have access to all of your customers’ information in one place.

For example, you may have a website lead, Bob Smith. You have the info he requested on your contact form. He may have even made a purchase from you, and that information is in your CRM.

You sent out a survey last week, and Bob Smith completed it. Because you have an integrated system, you can see his data in your CRM and use it with the other data to reach out to him and provide him with just what he’s looking for.

Or, conversely, if he hasn’t made a purchase yet, you can send him a survey to learn more about his needs.

#3: Provide Better Customer Service

Your customer just purchased several items from you. Then, you wait about two weeks, and you send them a survey to get their feedback on your products/services.

The survey responses land in your CRM, and you have all the information you need to reach out. This is especially helpful if the comments are negative.

By having this leverage, you may keep bad reviews off social media and Google because you can respond faster.

An integrated system lets you respond to negative experiences and provide immediate solutions which is a win-win for everyone.

#4: You Reach Qualified People

You can use your CRM data to conduct better surveys. For example, if you send a survey on its own, you may not have a way to tie it to a person. But, if you integrate your CRM, you have a better chance of reaching qualified people who give you great feedback.

Customer feedback surveys and customer relationship management systems are uniquely intertwined.

They pack a powerful one-two punch when it comes to building customer relationships and improving their satisfaction.

#5: You Get Your Staff Involved

Another benefit to integrating your survey results and your CRM is the help it provides your employees.

This integration gives your team members the ability to handle leads in a more informed way which in turn helps them convert more of these leads into paying customers.

If closing sales is your goal, integrating your survey results into your CRM is a must-do.

Improve Your Systems

We’ve looked at some ways this integration helps with your customers, but let’s also look at how it helps your business.

When you tie the two together, you simplify your processes. Everything lands in one place, and you aren’t spending time importing lists or manually sending out survey emails. Your integrated feedback and CRM solution does all of this for you.

When you can see your survey results along with the purchases and contacts each customer has had with your business, you have more insight into what works and what doesn’t. (tweet this)

This also helps your sales team and your customer service team because all of the info is in one place.

To Conclude

Marketing in today’s digital climate is all about the customer. You want to get them the right information at the right time, and you want to make sure you’re meeting their needs.

To do this, you may already be sending surveys which is terrific. Increase the power of your surveys by integrating them with your customer relationship management system.

By integrating, you’re also streamlining your systems. This makes your data work harder and allows you to build strong customer relationships.

Combining your survey feedback and your CRM helps you personalize your customer messaging and your marketing targeting.

You can send custom surveys that are tailored to happy as well as unhappy customers, again enhancing the relationship.

Bottom line – your goal is connecting your target audience with your products and services. To do this you not only have to know what they want, but you have to build a relationship.

Integrating your survey results into your CRM helps you connect everything together so you can grow a strong 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.

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