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5 Ways You Can Make Your Survey Attractive to Your Customers
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5 Ways to Make Your Survey Attractive to Your Customers to Increase Response Rates

What to Do If Your NPS Is Below 0
Survey Tips

What To Do If Your NPS Is Below 0

So, you sent out a Net Promoter Score (NPS) survey, and you got a zero. First, all is not lost. It’s only hopeless if you choose to do nothing about it.

Getting a number that’s at or below zero is a unique situation. It tells you that your customers care enough to complete your survey. At the same time, they’re sending you a very clear message. This message says they want to shop with you, but they’re sending fair warning that you aren’t doing something right.

Ultimately, they have no reason to shop with you or recommend you to anyone, so it’s time to make some changes.

In this article, we look at what to do if your NPS is below zero and look at how you can recover from it.

The Point of the Score

First, the NPS is not a score to hang on your wall. When it’s low, it tells you that something is amiss, and you have a great opportunity for improvement.

Since the Net Promoter Score is the measurement of your customers’ loyalty to your company, a low score tells you they’re unhappy, and they are not going to recommend you to others.

Once you send out your first NPS survey, you can use this initial score as your baseline. If you get a zero, great, you aren’t in the negative numbers, but you do know you have a long way to go to get to 100. If you get below a zero, that’s negative territory, and the climb is longer.

On the positive side, your zero or negative zero may even be well above the competition. But that doesn’t mean you rest there. It’s time for some strategizing to improve your score over time.

Now let’s look at how to improve your Net Promoter Score if it’s below zero.

Get Your Employees on Board

If your score is low, it’s time for a team meeting. It’s important that everyone at your company understands your NPS score is too low, and you must improve.

Your staff should understand that improving your score means making your currently unhappy customers happy. Anyone who has direct contact with your customers needs to understand this. (tweet this)

Converting unhappy customers into your loyal promoters is going to take everyone, not just your marketing team.

Give Your Customers a Hand

Your social media pages come into play here.

Find your happy customers and ask them to share their good experiences on your social media pages. You might ask for good reviews. Or, you can ask them if they’ll do a video testimonial as this really helps legitimize the review.

Don’t get into paid reviews as this can end up causing you problems in the long run.

To encourage customers, make sure they feel appreciated and do what you can to make leaving a good review easy for them.

Be Responsive

Have you gotten complaints in the past and ignored them? Do you have un-responded-to negative (or positive) Google reviews?

One of the most important things you can do with customers is be responsive to them. Communication is key to a great relationship. When customers are angry, respond with empathy and find them a solution.

Always respond to all feedback in a timely manner. By actively engaging with your customers and cultivating relationships, you’ll make great inroads improving your NPS.

Listening to your customers and making effective changes is key to improving your score.

Offer Training

Oftentimes your NPS score is low because of how your customers were treated when working with your staff.

Be sure to offer comprehensive and ongoing training to your team. You also want to ensure they understand their responsibilities when it comes to providing excellent customer service every time.

Final Thoughts

When it comes to your Net Promoter Score, you want to stay on top of it. Make a plan for improving your score and stick to it.

When six months have passed, send another NPS survey, and see if your score improves. If it does, super. Keep up the good work to keep improving.

If it doesn’t, revisit your plan and implement new strategies to increase your score.

The NPS isn’t a once and done. You want to keep making improvements in your customer experience, so you can increase customer loyalty, your NPS score, and ultimately your profits.

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 A Good Net Promoter ScoreWhat Is A Good Net Promoter Score
Survey Tips

What is a Good Net Promoter Score?

The Net Promoter Score is an excellent measuring system for your business. It’s a survey method that helps you determine how loyal and happy your customers are. The purpose of it is to pave the way for continuous improvement. (tweet this)

For example, if your score is low one quarter, you can work in each subsequent quarter to improve it. The bottom line is that regardless of your score, your end goal is to always be working towards increasing the score.

Now, in this article, we look at the question, “What is a good Net Promoter Score?”

Understanding the Net Promoter Score Calculation

Once you send out the survey, you get back individual scores from 0-10. Here’s what they mean.

  • 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.

Once you have your scores, you should learn how to calculate your NPS or cut out the math and use our net promoter score calculator to work out your score.

Understanding the Net Promoter Score

Once you have these numbers, 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.

  • A percentage from -100-0 means you need improvement.
  • A percentage from 0-30 means you’re doing good.
  • If you make it to 30-70 percent, you’re doing great.
  • An excellent percentage is 70-100.

So, the higher your score, the more you can count on your customers to refer your company to others.

To Conclude

So, in the simplest terms, a good Net Promoter Score for your business is the score that’s better than your last one. As long as you’re improving, you’re moving in the right direction.

The single most important thing about your score is that it’s growing. It’s not a set of vanity data. It reflects the health your relationships with your customers.

You want to ensure that your customer is acting on your NPS data, so you continuously work to improve it. Consider surveying your customers every six months to make sure your business is on the right track.

By dedicating your business to improving your Net Promoter Score, you end up with happier customers who increase your business through word of mouth.

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

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

We made a bunch of updates to the look and feel of NPS (Net Promoter Score), CES (Customer Effort Score), CSAT (Customer Satisfaction Score), and Ratings questions and have given you more control to help them match your brand. Our updates have been made to make your customer experience surveys more visually pleasing and customizable. No worries if you haven’t had time to check out all the new features—we’ve pulled them together to show you what we’ve been working on.

A new and improved look of surveys for mobile, desktop, and email experiences

We’ve switched to a more modern look for our survey experiences. This new look is used for mobile, desktop, and email experiences and is a little more pleasing to the eye (or at least we think so). No matter where you’re sending your survey, you can be sure that it will look good and represent your brand well.

New question preview during build mode

Now you can see exactly how your question and style options will look during build mode so you don’t need to switch back and forth between build and preview modes.

Customize colors, shapes, and styles used in NPS, CES, and CSAT surveys

Branding is important. That’s why on top of making some changes to make our surveys look better, we’ve also added a number of options for you to customize your surveys. When building your survey, you have the option to change colors, shapes, styles, and more.

 

Choose your brand color

You can select a specific hex code, which makes it easy to keep your surveys on-brand. This also makes it easier for consultants and agencies to white label the platform and provide better branding options to clients.

Change the button shape and style

You have more options for adjusting the look of the buttons. Select rounded buttons, circle buttons, or square buttons, then choose whether you want your brand color to just be the outline or to be the fill. All of these style options allow you to not only do something that you think looks better but also to create a survey that better matches your brand’s visual aesthetic.

Rating questions can have thumbs, faces, or stars

Who said surveys and customer experience questions can’t be fun? Add the finishing touches to your questions with up and down thumbs, emojis, or stars. To make this feature a little easier to use, we’ve also added the ability to change the number of icons that appear. For the thumbs, you’ll want to choose two under the Steps dropdown. You can also choose to use four stars, three faces, or five boxes—whatever works best for you.

CES and CSAT answers can now be shown as text

In case you have something against numbers, we’ve made it so that you can use text on your CES and CSAT questions. Now you don’t have to worry about whether or not your customers are confused about whether or not 1 or 5 means strongly agree.

As a company that lives and breathes customer feedback, we’re always listening. We’ve been hard at work making changes that will help you build better questions faster so that you can focus more on analyzing the results. We hope you enjoy these new features!

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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