Survey Tips

Why the Survey Channel Impacts Your NPS Score

Survey Tips

The Pew Research Center says that sending online surveys is one of the cheapest, most convenient means of data collection for businesses today.

Not only can you send product and customer service surveys, but you can send Net Promoter Score surveys and more with a full-service online survey software.

While sending surveys is the easy part, getting responses can be a bit more challenging. One way to get more responses is to have an effective plan for the distribution of your surveys.

In this article, we look at why the survey channel impacts your NPS score.

Texting Your Survey

If you use SMS (text messaging) to send your NPS survey, you’ll find it’s an easy way to send a survey. Simply craft a text, insert a link to your survey, and send it.

Although, with this channel, you have to have an SMS service for your business, and there are legal limitations. For example, your customers have to opt-in to receive your messages.

Because you have less likelihood to reach all respondents, text messaging should be a supplementary channel for your NPS surveys.

Emailing Your Survey

This is the single best channel for sending your surveys, and it impacts your NPS score because you’re more likely to see a higher response rate.

If you look at your customer database, you’ll find that you have an email for nearly all of your customers, while you may not have opt-ins for all of them when it comes to text messaging.

Emailing your survey is the best way to distribute your survey online. You can target customers for the most accurate data.

Because you’re sending an email to your customers who have already opted in and want what you have to offer, you have a better chance of getting high-quality responses.

Final Thoughts

The survey channel does impact your NPS score, so choose wisely.

In addition to email and texting options, consider sharing your survey through social media, putting it on your website, and including it in blog posts.

Ultimately, the more ways you get it out there, the more responses you’ll get.

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 on Unsplash

What To Do If Your NPS Is Below 0

Survey Tips

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 a 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 to respond quickly. 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.

Image: rawpixel on Unsplash

What is a Good Net Promoter Score?

Survey Tips

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.

Image: rawpixel on Unsplash

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

Survey Tips

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.

Image: rawpixel and rawpixel on Unsplash

What is CSAT and How Does it Work?

Survey Tips

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.

Image: rawpixel on Unsplash

Decoding the Customer Effort Score (CES)

Survey Tips

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 your company made it for 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.

Image: rawpixel on Unsplash

5 Reasons to Integrate Survey Results into Your CRM

Survey Tips

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.

Image: rawpixel on Unsplash