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Workflow improvements launched with SurveyTown release – March 2018
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Workflow improvements launched with SurveyTown release – March 2018

How to Survey Your Customers
Survey Tips

How To Survey Your Customers “Where They Are”

Many of our customers ask us, “How do I get more responses from my surveys?”

One of our suggestions is to make it as easy as possible for respondents to access and complete your survey.

To help you get more responses, we look at how to survey your customers “where they are.”

First, let’s look at why it’s important to stay in touch with your current customers and their satisfaction levels.

Customer Retention is Vital

In today’s busy, ultra-digital world, it costs at least five times more to acquire a new customer than to retain current ones. For some businesses, the cost of losing a customer amounts to several hundred dollars.

While that doesn’t sound like a lot for one customer, imagine the cost for each five customers you lose – well over $1000.

This is where the customer survey comes in. It allows you to measure customer satisfaction, fix problems in your business, and ultimately retain more customers.

Now let’s look at how to survey your customers where they are by integrating surveys into your daily business activities.

Use Surveys During the Sales Process

We think this is one of the most effective ways to survey your customers and find out more about their interactions with your business.

By integrating customer satisfaction surveys into your sales process, you meet customers right where they are. You can send your survey post-purchase through your email list, or you can even link it from your checkout pages. (tweet this)

It’s advantageous to survey your customers early in their sales cycle during the sales process because it’s fresh in their minds. It also shows your customers that you truly care about customer service.

Early surveys tell your customers their satisfaction is important to you. It pays to let your customers know you are willing to go above and beyond to handle any issues or problems.

Send Surveys Multiple Ways

You know your business best, so you probably know the best avenue for sending surveys. If you don’t know, it’s time to learn where you customers spend their time.

Is it on email, in your app or on their phones? The good news is that you can survey them in any of those places.

Email provides a chance for highly qualitative feedback. Why? This is because the people who respond to email surveys usually care because they are invested in your brand.

These folks are likely to take your survey one step further and even provide answers to your open-ended questions.

Using surveys through your website or mobile app often provide higher response rates, although your responses might not be of the caliber of your email ones.

Customers will usually answer your questions, though, and are less likely to opt out.

When you send surveys out through SMS (text messaging), you’ll find these are an effective and immediate way to interact with your customers.

Text messages beg for a response, and you’ll find your customers more eager to answer short, specific surveys.

Bottom line – it’s not about which method is better. It’s about which channels are the best for your customer base. Where are your customers? Know the answer to this question and meet them where they are.

Review Responses Regularly

We often see businesses who get excited to send surveys, spend a great deal of time crafting questions and putting the survey together, only to shelve their results for “another day.”

Best practice says you should review your customer surveys on a schedule and on an ongoing basis. For example, set aside 30 minutes to review survey data and results at your monthly staff meetings.

By dedicating yourself and your entire team to reviewing customer surveys on a regular business, you create a customer-service oriented culture at your business.

It helps hold everyone accountable, and it gets your team onboard with improving customer service at your business.

In addition, by reviewing survey data at staff meetings, you might find that your team can identify specific customers and elaborate on why they responded the way they did.

For example, if a customer gave you bad rating, or if they left comments, you can discuss this with your team to learn more about any problems and how you can keep them from happening in the future.

You can also use this information to brainstorm on ways to solve problems, and oftentimes respond to customers to try to repair any damage.

Do be careful when sharing survey results with your staff to not make them uncomfortable with the results. Your survey review sessions shouldn’t be “blame games.”

Stay open to listening to your staff members while coaching them to provide better customer service.

Review Surveys with Customers

For businesses who have relationships with their customers and provide a long-term service or product, it can be helpful to meet with them at least once a year to discuss survey results.

This provides you the ability to meet with your customers in person to discuss their survey responses and dig deeper into any issues that may exist.

Go through their answers to learn more and improve your process. You might find that this review process coupled with the initial survey smooths ruffled feathers and may prevent customer loss.

Final Thoughts

You already know that listening to your customers and meeting their needs is key to your success as a business.

Customer surveys are a terrific way to learn more about how your customers feel about you, so you can use the data to improve your company.

But, perhaps you are struggling with how, where and when to survey your customers.

The best way to solve that problem is to survey them where they are. This might be a pop-up survey on your website at the right time in the customer journey, it might be a post-purchase email or a link on the checkout page. Perhaps it’s a text with a link included.

With more options than ever before, you can meet your customers needs and your own by surveying them where they are.

Increasing your response rate gives you a clearer picture for managing and improving your customer service while at the same time improving retention and raising profit levels. 

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: rawpixel.com on Unsplash

Should You Reward Customers for Taking Surveys
Survey Tips

Should You Reward Customers For Taking Surveys?

There’s a fine balance between giving rewards for taking surveys and not giving them at all. The most important thing to consider is your results.

You don’t want to skew your results by offering rewards, and you certainly want to avoid tainted data as much as possible.

So, this begs this question, “Should you reward customers for taking surveys?”

First, let’s look at the distinction between reward and incentive.

Rewards vs. Incentives

An incentive is often given to respondents for completing a survey. A reward may be seen as a thank-you for finishing a survey.

This distinction may be important to consider when offering them to respondents. For example, big survey companies offer monetary incentives to random survey takers, and the results have a higher probability of being skewed.

A reward may be offered by your company to your specific customers for taking your survey, and it may be less skewed than the incentive.

So, one can deduce that it may not be the value of the incentive or reward that increases the responses, but it’s the way it’s offered that makes a difference to your respondents.

How to Decide

As you ponder the question of whether or not you should offer a reward, you want to consider the following questions:

  • Who is your target? Is it existing customers or a specific demographic? Will these people have something important to offer? If so, you might consider offering a little boost for taking your survey. Yet, if you’re sending out a blanket survey, an incentive isn’t a great idea.
  • What’s your relationship with your respondents? If you’re sending it to customers after they make a purchase, a thank you reward in the form of a coupon may be a good idea. On the other hand, you might not want to offer an incentive for a survey that isn’t specifically targeted.
  • Are people interested in my business? If so, a reward is a bonus. If they aren’t, then the reward will attract the wrong respondents.
  • How long is your survey? Short surveys don’t need a reward. A longer survey certainly merits one because you want to show respondents you value and appreciate the time it takes to fill out your survey.

When to Offer the Incentive

Should you offer it before the survey or after?

To increase your response rate, you can offer it before the survey. But, beware that this may cost more because you provide the incentive before anyone even takes your survey.

Your audience may take the incentive and leave your survey unfinished.

Conversely, offering the promise of the reward for taking your survey is a much better option because it’s a true reward provided after the work of taking the survey. 

Final Thoughts

Offering rewards for taking your surveys may make respondents more likely to complete your survey, but you want to be careful with your offer.

For example, you don’t want to attract the wrong type of respondent. Consider the boat dealership that attracts online shoppers with the wrong type of incentive or reward.

The best way to avoid problems is to know who you’re sending your survey to. The reward should match the audience. (tweet this)

This way you won’t end up with people who misrepresent themselves. These folks may not know or care about your services or products. They simply want a reward.

Offering survey rewards should be well thought out. You want to consider the survey, your audience, and the results you’re after before deciding to offer a reward. 

Finally, consider the type of reward you offer. It should fit the survey and the audience. These may be monetary, in the form of a coupon, or something that benefits a third-party like a charity. 

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: rawpixel.com on Unsplash

Why Embedding Questions Gets More Survey Results
Survey Tips

Why Embedding Questions Gets More Survey Results

One of the best ways to increase your survey response rates is to embed the questions right in your email marketing software.

Why does this increase your response rate? You see higher response rates because your respondents don’t have to leave their email to take your survey. They can answer it right in the virtual comfort of their inbox.

This is different than putting a link in your email, and it eliminates an extra step for survey takers.

In this article we look at why embedding questions gets more survey results.

Why are Response Rates Higher?

Response rates for emails with embedded survey questions are often higher for several reasons:

  1. As your respondent clicks to answer your question, they have already invested their time and are compelled to complete your survey. There is less chance of large dropout rates.
  2. Your respondents are more likely to answer a single question in your email than invest the time to click through to a long survey.

What is the Best Question?

Surveys embedded in emails generally see a much higher response rate than when you send a link to your survey. (tweet this)

Because of this, you want to ask the question that is the most important to your company. In many instances, this would be your Net Promoter question, “How likely are you to recommend our business to others.”

You’re sure to come up with other one-question surveys that fit your needs, but it’s a good idea to keep embedded surveys to no more than three questions.

Final Thoughts

Email is a powerful vehicle for your surveys. Nearly everyone checks their email, and by embedding your survey questions right in your email, you increase your chances of a response.

Embedding the survey reduces a perceived barrier to completing the survey. Your respondents can complete it immediately upon opening their email. They don’t have to click a link away from their email and take extra steps to complete your survey.

This is a bonus for your business and can help you learn more from your surveys while making it easier for your customers. 

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: Ashes Sitoula on Unsplash

How to Integrate Survey Results into Your CRM
Survey Tips

How To Integrate Survey Results Into Your CRM

When you take the time to survey your customers and really listen to what they have to say, you want to make that survey data work for you.

One way to do this is to integrate your survey with your CRM (Client Relationship Management) tool.

Why is this important? It helps you get your survey data into the right place while it’s at its most valuable. Survey integration with your CRM helps you improve your sales.

In this article, we look at how to integrate survey results into your CRM. First, let’s look more at the CRM.

The Customer Relationship Management Tool

Your CRM helps you build solid and successful relationships with your current customers as well as your potential ones.

You probably already know there are many ways to use your CRM software to your benefit. Yet, perhaps something is missing.

This is where the survey comes in. Your CRM is only as successful as the quality of information stored in its database.

You also know that one of the best ways to learn what your customers and your leads want and need is through a survey. Even more, you know that data isn’t worth much unless you first analyze it and then act on it.

When you import your survey data into the CRM, you add your valuable results, so you can use the information to further market to your customers and prospects in the most effective manner possible.

Your survey software and your CRM complement one another. This integration lets you combine multiple pieces of information about your customers into one system.

This in turn makes it easier for you to grow your business by managing the customer relationship in one place.

Now, lets look at the ways you can use the integration.

Work with Your Personas

Buyer personas are semi-fictional representations of what your ideal customer looks like based on market research and real-time data of your current customers.

Personas help you create and deliver a better marketing strategy. They provide you a clear picture of the type of person who would be interested in doing business with you. Creating buyer personas helps you target the right people at the right time.

Your surveys can help you uncover the following information to create better buyer personas:

  • Demographic info
  • Behavioral data and patterns
  • Geographic information
  • The purchasing process of certain groups of people
  • Customer profiles

When you take this survey data and add it to your CRM, you have very specific buyer personas and can create marketing strategies to meet their needs.

In other words, you can execute marketing strategies based on the customer profiles or buyer personas that you create from your survey data.

You’ll also boost your sales in the process.

Improve Customer Service

One of the most important markers of your success as a business is your Net Promoter Score.

When you provide the best customer care, you encourage customer loyalty and retention. You also have brand ambassadors who’ll share their good dealings with your business to their family and friends.

Integrating your CRM with your survey results allows you to get better data on your Net Promoter Score in relation to your customer transactions and interactions.

When you integrate, you can use your Net Promoter Score (NPS) survey results in your CRM to:

  • Trigger an automated response for follow-up with your customers
  • Ask customers who gave you a favorable NPS to give you a Google review
  • Reach out to customers who rated you negatively on the NPS survey immediately. This helps you preempt any negative online reviews they might have and turn the situation around.

Learn More About Current Customers

If you want to run a successful business, it pays to listen to your customers.

By sending a survey, you’ve already shown a willingness to do just that. You’ve given your customers a voice and invited them to share their experience with you.

They are able to respond positively or negatively. They can tell you more about what they want and need. They can tell you about their negative experiences in a non-threatening forum.

When you ask your customers what they think and integrate your survey data into your CRM, you learn the following information:

  • What makes your customer stay with your business
  • How to retain your customers
  • What encourages their loyalty
  • More about their needs and desires
  • Description of your target market
  • Minimize the chance of negative online feedback because you handle it as it comes in

With this integration, you can rest assured that your CRM has the most up-to-date information about your customers.

You can also learn more about the customer’s journey with your business and then create surveys to match the journey.

Maximize the Moment

Sometimes it can be hard to know the exact right time to make a customer contact to make the sale.

But, when you use your surveys to learn more about your customers, you can use the survey data and your CRM to get the right information in front of particular customers at just the right time.

For example, you send out a survey to your leads and ask them what products or services they want to learn more about.

Once the survey is returned, you can trigger just the right automated email string.

Final Thoughts

The best part of integrating your survey results into your CRM is the ability it gives you to attract new customers and retain current ones.

This integration helps you facilitate a long-term relationship with your customers by providing the data you need for personal marketing.

You’ll find that by integrating your survey results into your CRM, you have smart data to make even smarter decisions.

Your feedback and your marketing opportunities come full circle because you have all of your information in one system.

You know the value and potential value of a wide range of customer types based on their survey data.

Above all, survey and CRM integration helps you connect the dots for the most informative picture of current and potential customers. (tweet this)

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:  Domenico Loia on Unsplash

 

 

 

 

Getting to your survey response data
Integrations, Product Information

Getting to your survey response data

Once you start a survey, it will collect responses for you.  We collect your response data and then give it back to you several different ways.  Here is a breakdown of the different ways you can collect the data from your responses.

Aggregate data in graphs

We collect your responses and show you the response data in aggregate in our reporting page.  Using filters, you can also slice and dice your survey data, re-arranging your view of your data using answers to previous questions.  So for example if you asked your respondents their gender, you could then filter you results just to see graphs of the responses from men or women.

View in PowerPoint

Many customers want to present their survey finding into PowerPoint presentations that they can then show to their collegues.  We make this process easy with our feature to Export to Powerpoint by clicking the “Export to PPT” button at the top of the Reporting section of the survey.

 

View individual responses

If you are interested in seeing any particular response we give you a “grayed-out” view of individual responses.  First look at your list of responses and then click the “View” icon.

 

 

Download Comma-separated values (CSV) file

If you want to manipulate your data in Excel or Google Sheets, you can export all your response data into a CSV and then from there you can import into different systems to create your own reports.

 

 

Receive via Webhook

Survey webhooks are notifications that we can send to a listener of your choice via an HTTP POST when someone takes certain actions in their survey account.  A listener is simply a script that lives at a URL that stands ready to do something with the information we send it. Then when a respondent completes a survey we notify the listener with answers to the questions.  That listener can then “do something” with the data immediately, like add it to a CRM database.  Webhooks are the best way for programs to stay in sync with each other in real-time.

Retrieve via API

Unlike Webhooks which push information to you, our survey API allows you to retrieve you survey data “on-demand”.  Get an API key from your account and connect to our service at https://api.surveytown.com/2/REST/ to retrieve your data in JSON format.

 

In sum, once your respondents start taking your survey, you can retrieve you data in a many ways.  We strive to help you access your data in a way that is most useful to you at the time you want to get access to it.

 

How to Share Survey Reports Across Your Organization
Survey Tips

How to Share Survey Reports Across Your Organization

You’ve done the hard work – you created, revised, tested and sent a terrific survey.

The results came in quickly and in great numbers.

You put together the data, looked at it and found that it’s high-quality, insightful and actionable.

The key word here is actionable because now that you’ve got the data, it’s time to do something with it. In this article, we look at how to share survey reports across your organization, so you can turn your data into action.

Allow Survey Access

For many businesses, it’s advantageous to have multiple users in your survey platform.

For example, Survey Town collects your survey responses and provides you with graphs and reports of your data.

Not only can you see the number of responses and view the aggregated statistics in charts, but your team can view them as well.

Allowing multi-users makes it easy for your team to manage and analyze your survey results, ultimately collaborating and deciding on action.

The bonus in Survey Town is that you can assign permissions on a per user basis. This means your team may have access to one survey but not another.

Share a Web Link

One of the easiest, most straightforward ways to share your survey results is to share a web link throughout your organization.

For example, you might send an email with a summary of your survey results exported into a spreadsheet and include a link to the data export of your survey.

This allows your employees access to the survey results and your analysis of it without giving them backend access to your survey.

Create a Presentation

Another way to share survey reports across your organization is through a presentation that you do in-person.

You can export your survey results into a presentation-ready format for presenting to your core team.

By creating an offline copy of your data, you can insert it into a PowerPoint or Keynote presentation, so you can share the results to your team members.

This allows you to meet together, discuss the results in person and then brainstorm ways to take action on the data. When you provide data that is easy to read, it’s a great way to start the conversation with your employees and strategize using the data.

Now that you know how to share survey results, let’s look at why you should.

Why Share Survey Results?

One of the most important reasons you should share your survey results is because it makes you and your staff accountable to the data. It begins the conversation and encourages your staff to take action.

Another reason to share your results is education. With the data in front of them, your staff can begin an open and honest evaluation of your processes and how they affect your customers.

You and your staff can look at customer engagement and really understand how your customers view your company.

When you make the results available to your staff, you help them see the overall big picture. Everyone can begin to see and understand where your company excels and where there’s an opportunity for exploration and change.

Sharing survey results ultimately enlists buy-in from your employees and gives them a reason to improve. Your staff will feel more loyal to your brand as they all work together to change for the better.

It’s a good idea to share survey results because it opens up an avenue for a culture of continued improvement as your staff works to improve their survey data.

Final Thoughts

With several avenues available to you, you’re sure to find a way to share survey results across your organization that spurs conversation and change.

Find the way that works best for you and your team and move forward. You may even find that multiple ways are best for getting the data out to your staff. 

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:  rawpixel.com on Unsplash