Having an eCommerce store is different than having a brick-and-mortar location.
First, the competition is overwhelming. Second, you aren’t interacting with your customers in person. Everything on your website has to work together to convince people to purchase from you without human interaction.
These things pose a conundrum for eCommerce businesses. You want to provide excellent customer service. And you want to know what your customers think about how you’re doing and the products and services you’re providing them. You need data and customer feedback to drive results and grow your business.
Enter the survey. To help you maximize your profits and beat out the competition, you want to look to surveys to help. In this article, we look at how your eCommerce business can be using surveys to drive results.
eCommerce Surveys Help with Market Research
As an eCommerce business, you need to know where your market stands. You want to use surveys to reach out to your target audience to find out what they think about your products. (tweet this)
Using surveys, you can conduct market research. Through this research, you learn more about the competition as well as the needs and desires of your target market.
You can learn about consumer behavior. You can gain valuable data on their buying habits and what they’re looking for in the marketplace.
Using your survey data, you can not only customize your products and your services, but you can customize your marketing to attract the right people who will purchase from your business.
You can also use market research to learn how your products are performing and if they need an update. Along with this, your surveys can help you learn if your target audience is open for a new product.
So, you gain valuable information on products you might want to introduce into the marketplace. You learn what your market is looking for, what they want, and if they are interested in purchasing any number of new products.
eCommerce Surveys Gauge Customer Loyalty
Your ecommerce business can also use surveys to drive results by learning whether or not your customers are loyal to you.
Whether you use the Net Promoter Score (NPS), the Customer Satisfaction Score, or the Customer Effort Score (CES) survey, you can learn many things about your customer base.
- With the NPS survey, you can learn if your customers are satisfied with your business, if they’re loyal to your company, and if they’re likely to recommend your business to others. An NPS survey question looks like this: “How likely are you to recommend our company to friends, family members, or co-workers on a scale from 0 to 10?”
- With the CSAT survey, you can measure customer satisfaction. You would send this survey to see how happy your customers are after an interaction with your business.
- When you use the CES survey, you also measure customer satisfaction, but this score focuses on the effort your customers make to interact with your products and your services.
You can see that by sending any one of these surveys, you learn more about customer satisfaction and customer loyalty. Once you have this data, you can fine tune your products, your services, and your marketing.
This information also helps you conquer the competition and drive results for your business.
With any of these surveys, you want to learn more about how easy it is to use your products and your services. You want to learn how your customer services team handles issues. You also can learn how easy or difficult it is to work with your company and purchase from you.
All of this data helps you increase your overall customer service and grow your business.
eCommerce Surveys Drive Pre-Purchase Data
People visit your eCommerce website every day. Some of them purchase, and some of them don’t. You may find, in fact, that many of your potential customers browse your website, and then they bounce off.
Do you wonder why they leave without making a purchase? You can use surveys to uncover why they’re leaving and learn how you can convince them to stay.
You want to know more about your customer’s expectations, and why they left your website.
In addition, if customers leave and return again several days later to make a purchase, it’s important that you learn more about this as well. You can use eCommerce surveys to learn more about this data and increase your revenues.
Consider asking them any of the following questions:
- How easy was it to use our website?
- What were you looking for?
- Did you find what you were looking for?
- If you didn’t purchase, why not?
- What can we do to make your experience better?
These are just some of the pre-purchase questions you can ask website visitors. This gives you a chance to learn more about what people are looking for so you can ultimately close more sales.
After Sale eCommerce Surveys Drive Future Purchases
Another way to utilize surveys is after a customer purchases from you. You want customer feedback after the purchase interaction to learn more about their overall experience.
This transactional survey helps you gain feedback about your products, your services, your check out and payment options, and the user experience on your website.
You’ll learn more about how to capitalize on your strengths and improve your weaknesses.
Utilize these surveys at different times in the customer journey. Consider sending surveys post purchase, post interaction with your customer service team, post-delivery, and several weeks after customers have had a chance to use your product.
Final Thoughts
eCommerce businesses can harness the power of surveys to drive results.
The more you know about current and potential customers, the better you’ll be at meeting everyone’s needs.
By using the power of data, you gain valuable information to enhance your products and services as well as your overall marketing strategy. You can learn where you need to change and improve and where you can highlight successful products and services.
Use the powerful data you get from your surveys to improve your eCommerce businesses’ results.
Surveys sent via email can help you get valuable data about how your eCommerce business can improve your products and your services and drive results. With clear goals, you can then use the feedback to improve your business and your relationships with your customers. Are you ready to get started with your Survey Town account? Start with your account today.
Image: Laura Chouette on Unsplash