survey best practices

Understanding Your Survey Results

Survey Tips

You’ve done your due diligence and created a simple, data-rich survey, and the results are pouring in.

Now what?

It’s time to review your survey responses. In this article, we look at understanding your survey results and how to move forward with them.

Display Your Results Visually

The human brain processes visual images 60,000 times faster than it does text.

So, take your data and put it into an image-based format. Think tables and graphs. This makes it easier not only for you, but for the rest of your team, to interpret the results.

Consider tables when looking at precise numbers or when you have just a few comparisons. Use graphs and other imagery when you have more to compare.

Ignore the Outliers

Once you have your survey data in a visually appealing format, you can concentrate on the high points. This means look at the biggest trends and for the initial discussion, ignore the outliers.

At first glance, you’re after the big picture of the data. For example, 15 respondents answered a question the same way, while two people didn’t. Save those outliers for a later discussion because they might even be mistakes.

You don’t want to miss the big picture because you focused on the smallest survey responses. (tweet this)

Use the Data Wisely

Let’s say you conducted a survey, and you wanted 100 responses, but you only got 10.

If your survey was about something as important as a major product change, you might want to send out a few more surveys a respectable time apart to be sure the data is correct.

If you do this, consider revising your survey and asking the question in a new way to elicit more responses.

Once you find your survey data correlates with one another, you can feel safe moving forward with your business change.

Final Thoughts

The best surveys are simple and specific with data that you can take action on. They begin with a well-crafted survey and end with a thorough examination of your survey results.

Finally, before you create your survey, write down its purpose along with what you think you’ll find. Then, you’ll have better results and something to compare them to.

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: Helena Lopes on Unsplash

How To Get Links To Your Survey In Front Of Your Customers

Survey Tips

You want to provide the best customer experience possible, and one of the best ways to do this is to find out how your customers feel about their experience with your company.

A survey is an excellent way to find out if your customer service, products and overall experience are meeting the needs of your customers.

But, what happens when your survey participation rates are low because you aren’t sure how to disseminate your survey?

In this article, we look at how to get links to your survey in front of your customers.

Send an Email

One of the most efficient and commonplace ways to communicate with your customers and get your survey link to them is through your email marketing channel.

Since email is a direct line of communication with your customers, you can easily send them a link to your survey.

Your email lands right in the inner sanctum of their email box, and because you can highly target your email list, you can decide just exactly who to send your surveys to.

For example, you might choose to send a survey to only the people on your list who made a purchase in the last year. Or, perhaps you want to survey customers who haven’t made a purchase in the last year.

You also might segment your lists by demographics. Another option is to survey people who landed on a specific page of your website and not made a purchase.

Finally, perhaps you’d like to survey those on your list who chatted with your customer service staff. The possibilities with email are limitless.

It’s worth noting that your emailed surveys will most likely show the highest response rate because these are people who’ve opted in to your email list and are receptive to communication from you.

As you send your email surveys, here are a few tips to follow for the best results:

  • Use a short and specific headline to grab your customers’ attention.
  • Make the subject line seem like an exclusive, special invitation.
  • Do nothing else in your email other than explain your survey and provide the link to avoid any distractions.
  • Be brief in your description.
  • Offer your thanks and explain the incentive if you’re offering one.
  • Make your call to action button (your link to the survey) big, colorful and visible.
  • Send a follow up reminder if you have a low initial response rate.

Host Your Survey on Your Website

Another way to get links to your survey in front of your customers is by hosting the survey on your website.

By placing your survey on your website, you can invite your website visitors to complete your survey.

This can be beneficial to you because while these people may not be your customers yet, you can still gain valuable information from them.

Even though you gain information about your website visitors through your Google Analytics, you can glean even more information by posing specific questions to the people who visit your website.

How might you do this? Here are a few questions for putting surveys to work for you right on your website:

  • Create surveys for specific pages of your website. For example, you might include surveys on your product pages or your blog.
  • One survey might ask them what brought them to your website or how they learned about you. Another survey might ask them what they think of your brand-new product or what they might think of a proposed product or service.
  • In addition, you could ask them if they found your content useful or enjoyable.
  • You could also use a survey as a means to gain their contact information. Just be sure to tell them that you are doing it. There are many possibilities.

Where you place your survey is of significant importance. While you might place it right on your pages, you could also put your link in a pop-up box as visitors either land on your site or prepare to depart your site.

You can also use a survey on a follow-up page. For example, you might add a survey on your thank-you page after someone downloads something, makes a purchase or signs up for a beta of your services.

Do be sure to use a strong call to action and a very visible button.

Create a Blog

Another way to get a link out is to write a blog article and add the survey to the article.

This allows you to briefly explain why you want to conduct a survey and what you hope to gain by it. You can also return to update the blog post once you have your results.

Your blog allows you the ability to really connect with participants and encourage them to complete your survey.

Again, you want to use a strong call to action as well as a button link to your survey and text links to your survey within the blog text itself. 

Use Social Media

Another premier spot to get your survey links into the hands of your customers is through social media.

While you can link to the blog post that includes your survey link, you can also create posts that share direct links to your survey.

The benefits of social media are many. Namely, social media allows you to start a conversation and encourage feedback in a friendly, low-key manner.

When utilizing social media, include a direct link to your survey. Consider using bitly to shorten the link as a best practice.

You can also use others on social media to share your link as well. Capitalize on your influencers to share your survey link.

You might also add a drawing to your social media link to encourage more survey participation.

Final Thoughts

The value of the survey is quite unsurpassed for finding out what your customers think about your business.

In fact, a survey by the Pew Research Center says that online surveys are one of the most convenient and cost effective ways to collect data from your customers.

Yet, it can be difficult to get responses for your surveys. The best way to combat this is to have an effective plan for distribution, and then to follow up and make sure it’s working.

Use your existing digital channels and brainstorm a few others. Then, promote your survey and distribute it to elicit a higher response rate.

Finally, the most important thing to remember is to make your survey about your customers, not you. You want to learn how they feel, so tailor your questions so your customers know how much you value their opinions.

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:  The Creative Exchange on Unsplash

How to Create A B2B Client Satisfaction Questionnaire

Survey Tips

Is the satisfaction of your clients important to your company?

If so, you want to survey them to make sure you’re doing things satisfactorily. You want actionable insights so you can make sure you’re providing your B2B customers the best service, delivery, management and more. (tweet this)

The business-to-business (B2B) survey is a bit different than the regular customer satisfaction survey. You may have thousands of customers, but you most likely have far fewer business partners.

Additionally, with the B2B questionnaire, you might even consider surveying more than one person at each business because multiple people might interact with your company.

In this article, let’s look at how to create a B2B client satisfaction questionnaire.

Questions to Ask

To help you create your survey, we’ve put together a list of questions for you to choose from.

Pick the ones that most pertain to your business, refine as needed and create your survey. Be sure to keep your survey short and succinct for the most responses.

  1. Are you currently working with us now?
  2. If not, is your work with us complete?
  3. How well did we handle your needs?
  4. Did we stick to your timeline?
  5. Did we meet your expectations?
  6. How likely are you to work with us (use our services) again?
  7. How likely are you to recommend our company to other businesses?
  8. Tell us about your experience with our billing department.
  9. Were you satisfied with our online ordering?

You can even get more specific asking questions about the ease of using your website, their telephone or email communications with your company, delivery issues and how they felt about their customer service representative.

To Conclude

To find out what your B2B customers think, ask them. Find out about their experience with your company and how they felt about your service.

Once you have those answers, you’ll know where you excel and where you have room to improve.

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: Olu Eletu

3 Ways To Use Survey Data To Better Target Customers

Survey Tips

Targeting the right customers at the right time is essential to your company’s marketing plan. (tweet this)

To build an effective marketing strategy, you have to know the best ways to reach your customers as well as the right information to provide them.

When you start putting together your marketing plan, you begin by making decisions on who you think your target customers are, and then you put some time into gathering and analyzing their habits. This begins with the survey.

Using a survey to find out more about your target audience is a cost-effective way to change the game plan and increase your business growth.

In this article, we look at three ways to use survey data to better target customers. First, let’s look at why the survey is a good option.

Why Survey Target Customers?

It’s hard to connect with people if you only think you know what they need. There’s no need to guess any longer. Use a survey to effectively connect with your customers.

When you survey your current customers as well as members of your target market, you learn what they need and want. You learn how to better present your products and services.

You also learn where you might be lacking and how to improve.

Survey a large group of people, but stick to those you think might have some interest in what you’re offering. You can then use their data to better target new customers.

Once you know more about your target market, you can go about marketing to them.

Let’s look at a few ways to use survey results to help you further target contacts:

  • Integrate survey results with email list management
  • Improve customer retention rates
  • Incorporate results into your CRM

Email List Management

An added benefit of sending your customers surveys is that you let them know you really care about what they want and what they think.

Once you get your survey results back, you can use that data to segment your email list and send the right info to the right people at the right time.

You can also use the survey data to build better email campaigns. You can make them more specific and relevant to the people on your list.

This means people are more likely to open, read and click through your email campaigns.

When you gather vital data through your surveys and segment your lists, you can highly target your messages to subscribers, providing them the information that benefits them the most. In turn, you see a greater return on your investment.

Customer Retention

You can increase your customer retention rates by analyzing your survey data. Survey them to learn what they like and what they wish you’d do differently.

Here are some ideas to get you started. Survey your customers with these questions to learn where to concentrate your customer retention efforts:

Ask them what they link about discounts. Survey them to find out how big they’d like to see the discounts and how often. Ask them if they’d like a perks program that includes coupons or freebies. Find out if a loyalty rewards program would incentivize them to stick with you.

This takes all the guesswork out of your retention program. You may think you know what they want, but you won’t know for sure until you ask.

Ask them what new products or services they’d like to see. Once you know what their needs are, you can provide them just what they require.

This encourages them to stick with your company and lets them know you care what they need.

Ask them what they think of your service. The fastest way to lose a customer is with bad service. In fact, according to one source, 78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience.

Knowing that 12 positive experiences are needed to make up for one unresolved negative experience shows just how important your service is.

You can’t be involved in every transaction, so the only way to know for sure what your customers think is to ask them. Surveys give your customers the opportunity to open up and share their experiences, giving you the chance to improve where needed and increase customer retention rates.

CRM Software Usage

Did you know you can use survey data in tandem with your CRM (Customer Relationship Management)?

How well you use your CRM is completely dependent on how much you know about your customers and your target market.

The more you know, the better the relationships you can create.

Surveys are a great way to maximize the data you use in your CRM to make it really work for your business.

When you combine your survey data with the automated benefits of your CRM, you can use your market research to build sales strategies that work better for your business.

Surveys can help you qualify your leads better because you learn more about what makes your customers tick. You can gather demographic information as well as their interests and needs.

Survey data helps keep your contact information fresh and relevant while helping you further segment your customers for the best in targeted information.

You can also use your survey data to catch any problems before they get worse. You do this by integrating your CRM software with online surveys. This helps you automate feedback to your customers at various touch-points.

Consider surveying them after they purchase, following a customer service call, when they cancel your service or return a product, or when they buy again.

You’ll have a better grasp on your strengths and weaknesses using this survey data to use your CRM better.

You can also send automated replies when customers give you negative survey feedback. Consider an “I’m sorry” message to make your customer feel better.

Final Thoughts

You’ll find there are many ways to use survey data to better target customers.

It can only help jump start your marketing strategy and help fill in the questions you might have about your target audience.

Use your surveys to enhance your email marketing, customer retention efforts and your CRM, and you’ll end up with happier, more engaged customers who truly appreciate 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.

Images: William Iven

8 NPS Survey Best Practices

Survey Tips

A Net Promoter Score survey is one of the best ways to gauge customer loyalty.

It’s a terrific metric that can help you propel your business while learning what you can do to improve your long-term growth.

The Net Promoter Score (NPS) tells you how much your customer values your business because it answers the question, “Are you going to recommend our company to others? And why?”

Sending a NPS survey provides you with the feedback you need to understand where you stand with your customers and how you can improve.

In this article, we look at eight NPS survey best practices so you can use your score to move your business forward.

#1: Don’t Batch and Blast

You want to plan your NPS survey sends. Sending in one big batch isn’t the best idea because it doesn’t account for your customer’s stage in their relationship with your company.

Consider your NPS surveys like your automated email workflow. Send them at particular stages and according to specific triggers. For example, you might send one after a purchase, two purchases, etc.

You’ll experience better insights by sending surveys based on specific triggers and at unique times in your customers’ life-cycle.

#2: Send at the Right Time

You also don’t want to send your surveys too early in your customers’ life-cycle.

They need a chance to experience your products or services before they can offer an opinion on your business.

If they haven’t spent much time with you, they may not be able to verbalize if and why they might recommend you.

#3: Measure Regularly

To be effective, you want to measure your Net Promoter Score on a regular basis.

You might find that the first time you survey your customer isn’t as effective as the second time. Their opinions may have more time to form, and they might even have a chance to change their minds.

We suggest you measure NPS regularly so you can engage customers at different times during their life-cycle with your business.

#4: Use the Feedback

The worst thing you can do is measure your Net Promoter Score without sharing and using the feedback.

Make sure you take action on the feedback, and your first step is sharing it with your staff members.

You want to get buy-in from your employees because they are the front line and providers of the customer service.

Discuss your NPS regularly at team meetings and strategize ways to increase retention and overall company growth. You also want to look at ways to reduce your customer churn rate (the rate at which customers leave your business).

#5: Send Follow-Up Emails

First, you sent your NPS survey to your customers through email. If you followed step one, then you also sent it at the right time – perhaps after a purchase.

Once your customers have completed your survey, you want to send them a follow-up email based on their score.

This is a great way to follow-up with your customers and let them know you value their opinions and will use their feedback to improve your business.

By following up, you let them know you appreciate their involvement. It also lets them know you are actively paying attention.

Your follow-up email after the NPS survey can include the following:

  • Thank-you note
  • Acknowledgement of their score
  • If they left a positive score, ask them to leave you a Google review
  • Offer them something free – a discount, whitepaper, video or other download

Remember that negative comments aren’t something to ignore. Your customers who complain really might be the ones who care because they are looking for something more. If you provide it to them, you might find that their next NPS is higher.

#6: Ditch your Pride

It can be hard to look at your NPS and know you have to change.

Your gut instinct may be to ignore negative comments or disregard them, but that isn’t going to help you better your customer service and relationships.

You want to concentrate on how you can improve, not on how you can change your customer’s mind.

#7: Use the NPS as a Tool

Another first instinct is to think of your NPS as market research. It’s not that at all. It’s a tool to use to change the way you do business.

It’s something you can use to change your way of operating.

Your Net Promoter Score helps you understand and improve your businesses’ operations. It helps you improve the entire customer experience.

Again, you want to involve your entire staff and make sure everyone is on board with improving the customer experience.

Help your staff see the importance of your “promoters.” Help them understand what they need to do to keep these customers so they can help your business grow.

You also want to help your employees understand your “detractors” and how they can help move them from the negative side to the positive promoter side.

To do this, everyone has to work to improve the entire customer experience.

#8: Improve Employee Engagement

How do you get your employees to buy in to improving your Net Promoter Score?

The best thing you can do is make sure your employees are engaged and fulfilled in their job.

If your employees aren’t engaged, they can’t, and won’t, satisfy the needs of your customers.

Consider asking your employees the Net Promoter questions. If they are detractors and not promoters, do what you can to improve their experience so they can improve that of your customers’.

Final Thoughts

Knowing your Net Promoter Score is important, but what you do with it is what sets your business apart from the competition.

So, once you get your survey results, you want to make sure you act on them quickly.

To increase your growth and propel your business, you want to focus on your customers and doing what you can to improve the Net Promoter Score.

Your business is about more than selling a product or service. It’s about creating happy, long-term customers who are glad to be your brand ambassadors.

Concentrate on the customer experience and just watch your business grow.

Are you ready to get started with your free Survey Town trial and try your hand at Net Promoter Score surveys? Start with your free account today, and you can upgrade at any time.

Images: Tim Gauw

5 Customer Satisfaction Survey Best Practices

Survey Tips

Do you know what your customers think about your business, your products and services or your staff?

Have you ever asked them?

A customer satisfaction survey is a great way to find out how your customers perceive you and to gain feedback so you can improve your products and systems.

When you send a survey to your customers, you’ll gain valuable data that you can analyze and then turn into action. (tweet this) This in turn helps you increase your strengths, work on your weaknesses and grow your business.

In this article, we look at five customer satisfaction survey best practices to help you send accurate, relevant surveys to your customer base.

#1: Have One Objective

Are you already saying to yourself, “But, wait, I have so many questions to ask?” That may be. So, in that instance we’d suggest sending several surveys spaced apart during the year.

The best practice when it comes to surveys is sending one survey with one very well-crafted objective.

Sit down with your team and find out what feedback you really want.

  • Do you want to know how your customers perceive a specific product or service?
  • Are you after their perceptions of your customer service?
  • Maybe you’d like to find out what they think about a new product you have in mind.

The possibilities are endless, and you do want to make sure that the objective of your survey is something you’re actually willing to take action on.

For example, if you ask several questions about your customer service, be sure you’re willing to do what it takes to help your staff improve.

When designing your survey, narrow down your survey goal. Once you have your goal, you can compose your questions. Be sure you stick to only the questions that apply to your one survey objective.

By doing this, you keep your survey focused. You also end up with better response rates because you won’t frustrate your respondents by bouncing all over with your questions and topics.

#2: Be Succinct

Now that you’ve narrowed down your objective, it’s time to come up with the questions. Brain storm questions so you have a pool to choose from.

The best surveys are short with very specific questions.

A general rule of thumb and best practice is to keep your survey under 10 questions. Better yet, make sure your customers can complete the survey in less than five minutes.

According to one study, adults lose their focus after just eight seconds. That means you have less than 30 seconds to grab their attention, convince them to take your survey and keep them interested.

Bottom line – the shorter the survey, the better chance you’ll have for a high response rate.

#3: Don’t Double Up

Make sure that you only ask one question per question as well. Sometimes survey writers are tempted to ask two questions in one. This isn’t a good idea. Make it easy on your customers so they don’t have to think too much to answer your questions.

For example, let’s say you want to know about customer service, and you ask this question, “Did you like the service you received in the deli department and the checkout lane?”

You aren’t going to get an accurate answer for either of these because while they seem related, they aren’t.

Don’t fall into the trap of asking two things in one question. Break your questions apart so your customers are very clear what you’re asking.

In the above example, they may have had a terrible experience at the deli counter and a lovely one at your checkout lane.

When offering check-boxes, don’t forget to also give respondents the chance to answer your question by selecting other or not applicable. Then, give them a text box for their answer.

This also helps ensure you get relevant answers.

#4: Test Your Survey

As with all things marketing, it’s a best practice to test your survey. Send it to your employees, a few friends or trusted advisors.

Ask them if it makes sense. Find out how long it took each one to complete the survey. Visit with them to learn if the whole survey made sense, and if they found it interesting to complete.

If you get positive feedback, that’s great, and you’re ready to send. If not, go back and revise what you need to so you can get the most valuable, relevant data from your customer satisfaction survey.

#5: Take Action

It’s a common problem – businesses send out surveys, compile the information, analyze the results, and then it sits on someone’s desk for months.

If you want to show your customers that you care about their feedback, you must take action on your results and share it with your customers.

Tell your customers what you learned. Then, explain to them what you’re going to do as a result of their feedback.

When you follow up with your customers, you show them that you value them, their feedback and their time. You increase their loyalty with your company and show them their opinions do matter.

What’s more, they’ll be happy to complete any other surveys you send them because they’ll feel like they have a voice and a say in your company’s products and surveys. This in turn confirms their reason for doing business with you.

Final Thoughts

While it may seem hard to craft your survey, it can be even harder convincing your customers to complete your customer satisfaction survey.

Your customers are busy, and as you build your survey, there are a few things to remember for the best responses. Make sure the following is in place before you send your survey:

  • A reason for them to complete the survey should be clear. For example, they are current customers with a connection to your business.
  • They believe they’re making a difference by completing the survey.
  • The survey is incredibly easy to complete.
  • There is a reward at the end. Consider offering something like a drawing or extra loyalty points for their efforts.

Now that you have five customer satisfaction survey best practices, you’re ready to begin building your survey so you can make the best decisions about your business, increasing customer loyalty in the process.

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: Clem Onojeghuo