survey respondents

What to do with Negative Feedback – 5 Proven Steps to Improve It

General

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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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 you company made it for the 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.

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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.

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What is a NPS Score, and Why is it Important?

Survey Tips

For businesses who like to know what their customers think about their company, the NPS Score is an important tool.

But, you may ask, “What is a NPS Score, and why is it important?”

In this article, we look at the NPS Score survey and how it can benefit your business.

What is the NPS Score?

NPS stands for Net Promoter Score. It measures customer satisfaction.

This score comes from the Net Promoter Survey, and it’s a really simple, one question survey.

All you do is ask your customers this question: “How likely are you on a scale of 0-10 to recommend our (name of business/products/services) to your friends, family, or colleagues?”

This is what your answers mean:

  • Those who choose between 0-6 on the scale are called detractors.
  • People who answer with a 7 or 8 are neutral or passive to your business.
  • Respondents who choose a 9 or a 10 are your promoters.

To get your NPS Score, you subtract the percentage of detractors from the percentage of promoters, and you have your answer. You completely ignore those who answer with a seven or eight.

The higher your score, the better you did.

Why is it Important?

Overall, the Net Promoter Score is important to your business because it provides a big-picture look at your customer loyalty. (tweet this)

You can see how this separates you from the competition, and it helps you see where you can improve.

The NPS Score also shows you how specific departments in your company are doing so everyone is getting equally high scores.

Plus, if you use the NPS Score, and you use it as a key indicator of how well your company is doing, you’ll see it helps drive your business growth as you work to improve your score.

For example, if your first score is under eight, and you make a plan for improvement, you can resend the survey six months later and see if your score grows.

The NPS Score Works

We like the NPS for many reasons, one of which is that you can gauge company success by this score.

Those people rated as promoters (score of nine or ten) are much more likely to be repeat customers. You are in essence closing the funnel because you are locking in future business.

So, by aiming for a promoter rating, you are helping ensure your success.

In addition, we like the score because it lets you know if you can count on word of mouth.

Hands down, word of mouth referrals are the most important piece of your marketing strategy. Word of mouth is better than any marketing strategy you can come up with.

In our hyper-digital age, people want to know what others think. They even trust the word of strangers. So, the more promoters you have promoting your business, the better.

Because you value the NPS Score, you can work hard for your nine or ten score, and if you do, you’ll know that the referral is right around the corner.

Best practices are to track your NPS Score on a regular basis, compare the results over time, strategize for improvement and continue to evaluate the data.

Final Thoughts

The business environment is increasingly crowded, and it’s more important than ever before to not only get new customers but retain your current ones.

The best way to increase your business is to keep your customer base so happy that they’ll share how much they like you with friends and family.

The Net Promoter Score is the best gauge of customer satisfaction and one you can use to determine how content your customers are with your products and services.

Bottom line – the NPS helps you understand if your customers would recommend you to others. If your score is under eight, you’ve got some evaluating to do.

A low score means you need to have frank discussions about your products, customer service, and overall processes. Your goal is to get your score to nine or ten.

If your score is already a nine or ten, you still want to have a strategy session to make sure you carry on and provide for your customers, so they continue to sing 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.

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5 Smart Ways to Improve Your NPS Score

Survey Tips

Are you ready to supercharge your Net Promoter Score (NPS)?

As the game-changing survey, you’ll find that the NPS is the single best way to gauge your customers’ loyalty and find out how willing they are to talk positively about you to family and friends.

In this article, we look at five smart ways to improve your NPS score so you can make your customers happier and increase retention. 

#1: Concentrate on Service

In this day and age, your customers expect incredible customer service. Make sure their experience is seamless and easy. Don’t waste their time and make sure your employees keep the customer at the forefront.

In addition, resolve any conflicts quickly. 

#2: Engage Your Staff

Happy employees mean happy customers.

Treat your employees great, and you can be sure they’ll pass on the good service. An employee who is content at a job is more likely to share those good feelings and culture with your customers. (tweet this)

#3: Listen to Phone Calls

You can improve your NPS by listening to customer calls or watching employee/customer interactions at your place of business.

If an employee falls short, it’s time for some extra training.

#4: Provide Ongoing Training

Customer service training should go on all year long and not just once a year or at new hire on-boarding.

Create a culture of service by working on it on a daily basis.

#5: Say Thank You

You should of course say thank you in your NPS survey, but you also want to consider saying thank you after the results come in.

There are several options for thanking your customers for completing a survey. One way is to send a thank you email, but if you really want to impress, and you know your customer’s name, send them a hand-written note through the mail.

Final Thoughts

Surveys have their place for any business, especially when you want to know how your customers feel about your products and your service.

NPS surveys are important, too, as they give you a clear picture of how your customers feel about you. It helps you learn if you’re excelling or falling short. It also lets you know very specifically if you can count on your customers to be brand advocates, which is important to your overall marketing and growth strategy.

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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How to Know If You Have “Good Survey Questions”

Survey Tips

You’ve done your research. You’ve drafted your questions, and you think you’re ready to send your survey.

But, how do you know it’s good enough to elicit the kinds of responses you need?

While online survey tools make it easy to send surveys, you still need to do the legwork and create a survey that actually works. This requires careful planning.

Without it, you may not get the meaningful data you’re looking for.

To help you evaluate your survey, in this article, we look at how to know if you have “good survey questions.”

Take a look at the following and then look at your survey questions. If they meet these qualifications, you have good survey questions.

Have a Goal

Do you have a goal for your survey? It’s best practice to have a goal in mind before you start crafting your survey questions.

For example, ask yourself about the objective of your survey. What’s the most important thing you want to know? What else are you looking for?

Once you have your goal, you can craft questions to go with it.

Keep It Simple

We can almost promise you that your customers won’t answer long surveys (unless the reward is overly beneficial).

Because of this, you want to keep your survey as simple as possible. If your survey is simple, and short, you’re more likely to have a larger pool or respondents.

People are busy, and you want to provide them easy access to your survey. Make sure they can complete your survey in under 10 minutes. (tweet this)

If you want to ensure the best results, keep your survey well under five minutes. Show your respondents you care and respect their time, otherwise your abandonment rate will skyrocket. 

Stay Away from Yes/No Questions

Otherwise known as a polar question, the yes/no question in most instances isn’t going to provide you much data.

With this question there are only two possible answers, and that is all you’re going to get.

You leave your respondents without a voice. They can’t tell you what they think, and they have no other choice by yes or no. It may be they are somewhere in between.

What’s more, this question is leading. If your respondent isn’t squarely in the yes or no corner, they are forced to pick one of those answers, creating bias.

You’re after real, authentic data, and the polar question isn’t the way to get it.

If you are really set on a closed-ended type of question like this, at least give your respondents multiple items to choose from. The multiple choice question is certainly a better option because you are giving them more choices.

In addition, you may also want to include a line for “other,” so they can add their own answer. After all, you may not have thought of all possible answers. 

Use the Right Type of Question

When working with surveys, you’ll note there are many different types of questions.

In order to get the best data, you want to use the right type of question.

Qualitative questions are open-ended. Use these types of questions when you want a written answer.

Quantitative questions are closed-ended, and you offer options for respondents. These may include:

  • Check boxes
  • Drop down menus
  • Radio buttons
  • Rating scales
  • Ranking scales

Often, you’ll find that a mix of questions is ideal for your needs. You might even follow up with an open-ended question after a respondent answers a closed-ended question in a particular way.

Use Open-Ended Questions

This type of question can be very valuable because your respondents provide a comment. It can be one sentence or many and often gives you insight into how your survey respondents really feel about your business or your products.

The open-ended question allows you to really dig deep for data.

As we just mentioned, not all of your questions have to be open-ended nor should they be. Consider one or two open-ended questions so as not to overly tax your respondents. 

Do be careful when wording this question. You want to ensure you aren’t leading respondents to a particular answer. 

Ask One Thing in Each Question

This is a problem that derails many survey writers.

It happens when someone writes a question that actually includes more than one question. For example:

  • Do you like product x? What is your favorite thing about it? How is it beneficial?

Not only are you asking too many similar questions, but you’re confusing your respondents.

If it was open-ended, you might expect to only get one of your questions answered.  If it was closed-ended, your respondents wouldn’t know what to answer, so your data will be skewed.

Each question should pose only one thing. Don’t make it hard for respondents to answer you accurately and precisely.

You might reword the above example like this: “What do you find most beneficial about product x?”

Don’t Use Leading Words

Great writers know that words can have very different meanings depending on their context.

Good survey writers are aware of the same nuances.

In order to get the most precise data from your survey, be very careful with your wording. Make sure your questions aren’t leading and that they say exactly what you mean.

Have others look over your questions to see if they interpret them differently than you meant them.

Avoid Double-Barreled Questions

Similar to the leading question, this one shows great bias.

For example, if you own a hotel, a double-barreled question might look like this: “Is our hotel your favorite place to stay?” Or, “What is the most economical hotel for you to stay at?”

Not only are these questions leading, but in the case of the last question, one person’s economical isn’t always the same as another. 

Final Thoughts

Some sources attribute the following to Albert Einstein, “If I had an hour to solve a problem, and my life depended on the solution, I would spend the first 55 minutes determining the proper question to ask… for once I know the proper question, I could solve the problem in less than five minutes.”

As you craft your survey and look for good survey questions that produce the best data, consider this quote.

If you ask the right questions and in the right manner, you’re sure to get the data you’re looking for to meet your overall goals. 

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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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.

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How To Filter Survey Reports

Survey Tips

When you conduct a survey, you may want to look at your survey from several different angles. Filtering your results can help you do this.

In this article, we look at how to filter survey reports into your report so you can segment your respondents according to how they answered your questions.

Slice and Dice the Data

Using filters in SurveyTown, you can get multiple views of your data by going to the Reporting Tab and using “Filter Results.”

This allows you to compare results based on different groups of respondents. By clicking on “Filter Results,” you can view various data. Simply go step-by-step and choose various data points to filter your responses.

Not only can you filter data by responses, but you can filter it by age, demographic, gender, ratings and more. You will have had to ask for this information in your survey, though, to be able to filter it.

It’s often helpful to explore the similarities and the differences between subgroups in your audience. This helps you identify your strengths, weaknesses and even opportunities. (tweet this) For example, you may find audience members of a certain age rated you five stars when you only expected three of this particular group.

Finally, here are a few suggestions for filtering your survey results. You can filter by:

  • Survey status
  • Response date
  • Question Answers
  • Age and/or Demographics
  • Survey Link – where they accessed your survey

Final Thoughts

You’ll find filtering your survey results beneficial for several reasons.

First, it provides you with more in-depth data and reports on how certain parts of your target populations answered specific questions. Second, filtering your results let you segment your respondents for further communication.

For example, you might filter all the people who answered question number three negatively and send them a follow-up email to try and make things right. Or, if you asked a question pertaining to a potential new product, you could filter out the responses that indicated they’d like to learn more.

Ready to get started filtering your survey results? Head on over to SurveyTown.

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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