survey response

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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How To Survey Your Customers “Where They Are”

Survey Tips

Many of our customers ask us, “How do I get more responses from my surveys?”

One of our suggestions is to make it as easy as possible for respondents to access and complete your survey.

To help you get more responses, we look at how to survey your customers “where they are.”

First, let’s look at why it’s important to stay in touch with your current customers and their satisfaction levels.

Customer Retention is Vital

In today’s busy, ultra-digital world, it costs at least five times more to acquire a new customer than to retain current ones. For some businesses, the cost of losing a customer amounts to several hundred dollars.

While that doesn’t sound like a lot for one customer, imagine the cost for each five customers you lose – well over $1000.

This is where the customer survey comes in. It allows you to measure customer satisfaction, fix problems in your business, and ultimately retain more customers.

Now let’s look at how to survey your customers where they are by integrating surveys into your daily business activities.

Use Surveys During the Sales Process

We think this is one of the most effective ways to survey your customers and find out more about their interactions with your business.

By integrating customer satisfaction surveys into your sales process, you meet customers right where they are. You can send your survey post-purchase through your email list, or you can even link it from your checkout pages. (tweet this)

It’s advantageous to survey your customers early in their sales cycle during the sales process because it’s fresh in their minds. It also shows your customers that you truly care about customer service.

Early surveys tell your customers their satisfaction is important to you. It pays to let your customers know you are willing to go above and beyond to handle any issues or problems.

Send Surveys Multiple Ways

You know your business best, so you probably know the best avenue for sending surveys. If you don’t know, it’s time to learn where you customers spend their time.

Is it on email, in your app or on their phones? The good news is that you can survey them in any of those places.

Email provides a chance for highly qualitative feedback. Why? This is because the people who respond to email surveys usually care because they are invested in your brand.

These folks are likely to take your survey one step further and even provide answers to your open-ended questions.

Using surveys through your website or mobile app often provide higher response rates, although your responses might not be of the caliber of your email ones.

Customers will usually answer your questions, though, and are less likely to opt out.

When you send surveys out through SMS (text messaging), you’ll find these are an effective and immediate way to interact with your customers.

Text messages beg for a response, and you’ll find your customers more eager to answer short, specific surveys.

Bottom line – it’s not about which method is better. It’s about which channels are the best for your customer base. Where are your customers? Know the answer to this question and meet them where they are.

Review Responses Regularly

We often see businesses who get excited to send surveys, spend a great deal of time crafting questions and putting the survey together, only to shelve their results for “another day.”

Best practice says you should review your customer surveys on a schedule and on an ongoing basis. For example, set aside 30 minutes to review survey data and results at your monthly staff meetings.

By dedicating yourself and your entire team to reviewing customer surveys on a regular business, you create a customer-service oriented culture at your business.

It helps hold everyone accountable, and it gets your team onboard with improving customer service at your business.

In addition, by reviewing survey data at staff meetings, you might find that your team can identify specific customers and elaborate on why they responded the way they did.

For example, if a customer gave you bad rating, or if they left comments, you can discuss this with your team to learn more about any problems and how you can keep them from happening in the future.

You can also use this information to brainstorm on ways to solve problems, and oftentimes respond to customers to try to repair any damage.

Do be careful when sharing survey results with your staff to not make them uncomfortable with the results. Your survey review sessions shouldn’t be “blame games.”

Stay open to listening to your staff members while coaching them to provide better customer service.

Review Surveys with Customers

For businesses who have relationships with their customers and provide a long-term service or product, it can be helpful to meet with them at least once a year to discuss survey results.

This provides you the ability to meet with your customers in person to discuss their survey responses and dig deeper into any issues that may exist.

Go through their answers to learn more and improve your process. You might find that this review process coupled with the initial survey smooths ruffled feathers and may prevent customer loss.

Final Thoughts

You already know that listening to your customers and meeting their needs is key to your success as a business.

Customer surveys are a terrific way to learn more about how your customers feel about you, so you can use the data to improve your company.

But, perhaps you are struggling with how, where and when to survey your customers.

The best way to solve that problem is to survey them where they are. This might be a pop-up survey on your website at the right time in the customer journey, it might be a post-purchase email or a link on the checkout page. Perhaps it’s a text with a link included.

With more options than ever before, you can meet your customers needs and your own by surveying them where they are.

Increasing your response rate gives you a clearer picture for managing and improving your customer service while at the same time improving retention and raising profit levels. 

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 Interpret Negative Feedback On A Survey

Survey Tips

No business likes to receive negative feedback. It certainly doesn’t feel good.

But, instead of getting defensive and angry, you can turn it into an opportunity for growth and change.

In this article, we look at how to interpret negative feedback on a survey so you can use it to improve your business.

First, let’s look at some steps you can take to evaluate your data.

Interpret the Data

First, you want to read through all of your survey data. Don’t make immediate conclusions because that comes later.

After the initial reading, you can begin organizing the results.

Next, you want to look for patterns in your data. Your online software can help you do this. See which responses were the most popular and note the outliers.

You should start to see a pattern. For example, perhaps more respondents were happy with one of your products, but not another. This is where you’d find what you needed to fix.

For some people, it helps to view the data in a visual format like graphs or charts. Make sure you’re looking at the data in the way that best helps you understand it.

Finally, decide what responses necessitate action from you and make a plan for taking care of the issues.

Really Listen

Your first step in interpreting any negative feedback is to really listen to what your customers are saying. It’s hard to do this right after you read the feedback.

So, take a step back, breathe and return to review it after you’ve calmed down.

Read the response carefully to make sure you understand exactly what your customer is telling you.

Respond to the Customer

If you know the name of the customer who responded negatively, you should contact the respondent within 24 hours.

It’s usually best to respond with a phone call, but if you don’t know the number, you can send an email.

It will mean a lot to your customer that you took the time to call and make things right.

Your goal is to do everything you can to remedy the situation with your customer. This isn’t the time to be defensive or angry. You want to turn an angry customer into a loyal one by the service you provide.

Make sure your customer knows how much you appreciate his/her taking your survey and providing you with feedback. Ask him to give you more information, then apologize and provide solutions.

Make Changes

Once you’ve analyzed your survey data and compiled both your positive and your negative feedback, you are well-poised to make some changes.

Take the negative feedback and discuss it with your team. Brainstorm ways you can prevent this type of feedback in the future while providing the best customer service possible.

You can also take this one step further and craft an email to your survey respondents, thanking them for completing the survey. Then, you want to let them know what steps you are taking to remedy their issues.

This lets all of your customers know you are serious about the survey and truly value their thoughts and opinions. 

Final Thoughts

Perhaps the most important thing about your survey is that you do something with the results, both negative and positive.

It does you no good to send out a survey and ignore the data.

If things are going great, congratulations. But, don’t stop there. Ask yourself how you can make things even better.

When you get negative feedback, you must respond and take action. This shows your customers that you value their comments. It lets them know that as a business, you intend to improve your service and products.

Once you’ve taken the steps necessary to correct your mistakes, consider sending a second survey.

You can ask your customers specific questions that focus on the negative feedback you received from the first survey to find out if you’ve improved.

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 More Questions To Ask In A Customer Satisfaction Survey

Survey Tips

You’ll find that when crafting your survey, you have several options.

First, you can ask open-ended questions. These questions don’t necessarily have an expected response, and they allow the respondent to craft their own answers.

Another type of question is the matrix, or closed-ended question. This type of question allows you to collect stats and come up with uniform data.

In this article, we look at five more questions to ask in a customer satisfaction survey, and we’re going to look at the matrix question. Let’s define it now.

The Matrix Question

Matrix questions allow you to aggregate stats because they ask respondents to evaluate one or more rows of items using the exact same column choices.

Using the matrix question, you can also use a rating scale, which is a variation of the Matrix question. This allows you to assign weights to each answer.

Now let’s look at five more questions to ask in a customer satisfaction survey using the Matrix question.

We look at how to phrase the questions and set up the rankings for the best results and which questions are ideal for your product or service.

#1:  Matrix with Choices

You can compose a Matrix question that allows respondents to pick one answer per row.

For example, let’s say you just bought a car, and the dealer sends you a survey. One of your Matrix questions might look something like this:

The following qualities were important in my sales manager:

The list would include qualities like approachable, qualified, honest and believable, while the radio button options for each of the qualities would include options to check that include extremely important, very important, somewhat important, slightly important and not at all important.

By keeping your options short and specific, you’re more likely to get accurate responses.

#2:  Matrix with Multiple Answers

In this question, your respondents can provide you with multiple answers.

Using the above example, you might revise the question. It would state, The following qualities are important in my: (select all that apply):

Then, for the options, survey takers are presented with sales manager, finance manager and general manager. For each of those rows, respondents can choose from approachable, qualified, honest and believable.

With just some slight re-working, you can find out how each member of your team performed during the sale of the car.

#3: Matrix with Drop-down Choices

Another option is to include a drop-down menu for respondents.

The question from the above examples could again be re-worked to look like this:

Select the team member you worked with, along with their name and let us know if they were helpful.

To accomplish this, you’d list each of the team members (sales manager, finance manager, general manager) vertically.

Then, in each of their corresponding rows, you provide drop downs for respondents to check the team member’s name and another one to click whether they were helpful.

#4: Matrix with Ratings Scale

The Likert Scale allows survey takers to give a rating for the question on a scale from 0 to 10.

You would mark your scale by two endpoints from lowest to highest.

This type of question is especially helpful when evaluating products.

#5: Contingency Question

Finally, another option is the contingency question. You would ask this in a customer satisfaction survey to weed out people you don’t want responding to your survey.

For example, before sending respondents through to your Matrix question(s), you might ask them questions to find out if your survey still applies to them.

Final Thoughts

Matrix questions are a quick and easy way to build your survey. They are efficient and allow you to collect a lot of data in one question.

You do need to be careful when using them, though.

A table of Matrix questions can be overwhelming on a mobile phone.

So, let’s say you have six rows across, and respondents can choose from five answers. You can break each row up into its own question. You then end up with six separate questions that all have the same five possible answers.

This makes it easy for mobile phone users.

You also want to keep your Matrix questions short. In any given group, stick to five or less options. This helps ensure your respondents answer each row accurately, and that they don’t select the same answer for each question.

Matrix questions are overall a great way to get and interpret your survey questions. Just be careful to keep them short and simple to encourage accurate answers. (tweet this)

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 Makes Your Survey Statistically Significant?

Survey Tips

What is statistical significance? For some, the term can be misleading. So, before we answer the question, “What makes your survey statistically significant,” let’s determine just what we mean by the term. Let’s break it down:

  • The word significant to most of us means something is important.
  • For statisticians, significant means something is probably true, and it leaves nothing to chance.

Bottom line – in surveys, something that is significant is most likely probably true, but it doesn’t always have to be important. So, the “trueness” of your survey is what’s important.

According to one source, your survey is statistically significant when it is large enough to accurately represent the population sample being surveyed.

This brings us to the topic of this article. We’re going to look at how many people you need to respond to your survey for it to be statistically significant. In other words, how many respondents do you need to trust your survey results?

You’ll find there are a few things to take into consideration when considering if your survey is statistically significant.

Population Size

When we talk about population, this is the group of people to be surveyed. As your population grows, you can usually get a better response.

Sampling Error Tolerance

Ask yourself how accurate your results should be. If you are surveying your population with soft questions, your results don’t necessarily have to be spot on.

If you’re making major business and financial decisions, you have little tolerance for sampling errors.

Response Variance

Consider your survey as a moving object. If you begin your survey, and the responses are all very similar, then perhaps you don’t need to continue the survey.

If the answers are vastly different, you might continue with the survey, polling more and more of your population.

If the variance is large, you would continue to survey for more statistical significance.

Final Thoughts

Now that you know what makes your survey statistically significant, you want to know how many people to invite to your survey.

If you know your expected response rate, you can decide how big of a population to survey.

For example, if you want 100 responses, and you expect that 25% of the people will respond to you, you should invite 400 people to take the survey.

The math is straightforward: 25% of 400 people is 100 responses. Here’s another example:

If you want 1000 responses, and you expect that 30% of the population will respond, you should invite 3,333 people to your survey.

The formula is n (respondents needed) divided by the response rate percentage equals the number of surveys to send.

In the long run, it’s always better to invite more people then less, especially if you don’t know how many people will respond. (tweet this)

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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Getting The Right Feedback – The Impact Of Employee Engagement Programs

Survey Tips

According to a Gallup poll, employee engagement has been basically flat since 2000, and the number of engaged employees in the United States sits at just 32%.

Those are pretty discouraging numbers for many companies.

To help you increase your business’ employee engagement, we’re going to look at getting the right feedback – the impact of employee engagement programs.

First, let’s define it.

The Definition of Employee Engagement

Engaged employees care about your business, and they are committed to their work. In addition, they are even enthusiastic about their jobs and enjoy coming to work.

Your level of employee engagement has a direct correlation to the outcomes of your business and your overall financial success. (tweet this)

Your engaged employees are important for your bottom line because they wholeheartedly support your company, your mission and your vision.

Bottom line, employee engagement is the emotional commitment your staff has to your company and your goals.

When your employees are engaged, they work extra hours without being asked. They clean the bathrooms even if you don’t know they’re doing it. Engaged employees let that last customer in the door even though you’re already closed.

So, how do you know if your employees are engaged? You survey them.

The Employee Engagement Survey

Have you ever conducted an employee survey? They’re quite common for employees separating from a company, but many businesses don’t take the time to survey their current employees.

We advise you to conduct an employee engagement survey. It will show you how happy, or unhappy, your employees are, how invested they feel in your company, how they feel about morale, and if they are dedicated to your goals.

Here are a few more reasons to conduct an employee engagement survey:

  • Surveys give your employees a chance to voice their opinion. Surveys let your employees talk without fear of reprisal, and they get them involved in the inner workings of your company.
  • Surveys measure how engaged your employees are. You want to know how your staff feels about their pay, benefits, advancement opportunities, recognition systems, training opportunities and their overall work environment.
  • Surveys help you put together a strategy for improving overall employee engagement. You’ll most likely find a pattern in the survey responses so you can find ways to improve.
  • You’ll learn where you need to address leadership problems, office troubles and the general feelings about the office.
  • You can survey your employees several times during the year to see if you’ve improved from the first survey.

Essential Employee Engagement Survey Questions

To help you begin crafting your employee engagement survey, here are some questions you can consider asking in your first survey.

  • Ask employees if they know your strategic goals. Then ask them if they understand them.
  • Ask them if they know how the company is going about meeting its goals and objectives. Then, pose a question asking them what their role is.
  • You want to know if your employees see a clear link between their work and your business’ goals and objectives, so ask them.
  • Find out if they are proud to work at your company.
  • Ask them what they like best about their work.
  • Ask them what they like least about their work.
  • Craft a question to find out how they feel about their team and their team leader.
  • Ask them what inspires them to come to work every day.
  • Find out if they understand your company’s internal processes.
  • Ask them if they have enough information to get their work done each day.

Final Thoughts

Don’t underestimate the impact of employee engagement on not only performance, but your business.

The foundation of every successful business is firmly planted on the shoulders of engaged employees.

These are staff members who are dedicated to your mission, vision and goals. They are team members who’ll go above and beyond the call of duty even if no one is watching.

They are employees who are more productive, work harder and feel successful at their jobs. They enjoy coming to work each day.

Engaged employees care about the success of your business just as much as you do.

In today’s competitive work environment, isn’t it time you found out just how engaged your employees are?

Ready to get started with your free trial? Start with your free account today, and you can upgrade at any time.

Images: Crew


Have You Used Allocation Questions In Surveys?

Survey Tips

Choosing the right types of survey questions is critical to the design of your survey. The type of question you ask determines not only the type of data you generate, but the quality of it.

Have you used allocation questions in surveys? If not, or if you’d like some more information on them, we’re going to look at allocation questions and their usefulness in your survey.

What is an Allocation Question?

Allocate means to distribute something for a particular purpose or reason.

When it comes to your survey, you’re looking for respondents to tell you how much they’ll allocate.

For example, you might ask this question, “You have $100 to spend on three areas – marketing, operations and software. How do you allocate the $100?”

Allocation questions allow respondents to tell you things like how much time or money they’ll give to something.

You can pose questions across multiple categories. Consider this question, “How much time in a 24-hour day do you allocate to family fun, work, eating, sleep and chores?”

Again, you’re asking respondents to allocate something.

Good Allocation Surveys

When creating a survey with allocation questions, you’ll want to follow this basic design:

  • Limit your categories to three-five. After this, your data won’t be as reliable because you are asking respondents to think too much.
  • Your categories must be completely independent of one another. In other words, you don’t want to overlap them as this skews your data.

Final Thoughts

Online surveys open a wide world of actionable data. It’s always important to develop a survey that meets your needs as well as those of your respondents.

It’s your goal to ask the right types of questions at the right time to keep respondents engaged. (tweet this)

When you use allocation questions in a survey, you give your respondents freedom to choose and allocate their responses. The only requirement is that their answers add up to the number you specified – for example, $100 or 100 points.

Respondents will appreciate the freedom and flexibility to allocate their answers, while you’ll find your data is easily summarized and interpreted.

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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