survey tips

How to Achieve Balance in A Survey

Survey Tips

The purpose of a good survey is to dig deep to learn what your customers really think about your products or services and your customer service.

You want to provide a survey to your customers that not only meets their usability needs, but one that meets yours.

The results you are looking for are in-depth and reliable. To do this, you must create a balanced survey that asks the right questions.

In this article, we look at how to achieve balance in a survey.

Watch for Bias

Your first step in achieving balance in a survey is writing open-ended survey questions that avoid bias.

This means staying away from questions that bias respondents towards one answer.

Biased questions ruin your survey’s reliability because the answers you receive aren’t accurate. 

What does a biased question look like? Here’s an example:

We love our new cleaning solution. How wonderful do you think it is?

While this may be an extreme example of bias, you can see how this pressures respondents to come up with a positive answer.

This is not only off-putting to respondents, but it skews your data.

One way to fix this question is to write one like this: How does our new cleaning solution work for you?

This puts the focus on the cleaning solution, and leaves respondents able to answer positively or negatively.

By eliminating any biased wording, you take out your own opinions and leave the answer wide open for respondents.

Your other option would be to re-frame the question, while adding another option so your survey remains balanced. Consider these two questions:

How helpful is our new cleaning solution?

What about our new cleaning solution hasn’t met your needs?

On their own, these questions are biased. When set side-by-side, they provide balance.

Provide a Balanced Scale

Your next step is using a balanced scale when creating your closed-ended survey questions.

When posing questions on a balanced scale, you ask respondents to answer a question based on a balanced ratings system. For example, your question might be:

Rate your experience with our new cleaning solution:

The choices you provide are very dissatisfied, dissatisfied, neither satisfied or dissatisfied, satisfied, very satisfied. 

This is a balanced scale because there are two options on each side of neutral – one moving in the positive direction and one moving in the negative direction.

In a balanced scale, both the negative and positive categories must be equal. If they aren’t, you might end up with survey bias because you are leading respondents to a particular answer.

The mid-point must be between to equal sides to avoid “forcing” respondents to answer in a way they don’t really feel. This can create a sub-conscious bias.

Keep your scale balanced so you don’t get inaccurate results or misleading data that ruins the accuracy of your survey. (tweet this)

How do you know what kind of scale to use? First, more categories aren’t always the best scenario. Give respondents too many choices, and you again run the risk of unreliable data because the choices are so overwhelming, the respondent just picks an answer.

When it comes to balanced scales, less is often better as long as there is enough difference between the choices, and the positives and negatives are balanced.

Your categories need to be distinctive to avoid data problems, but not so far apart that respondents wished there was another choice. 

Final Thoughts

For the most reliable and usable data, keep your survey balanced.

Whether you take all bias out of your questions, or you offer two alternatives, one positive and one negative, you allow your respondents the freedom to answer truthfully about how they really feel.

To achieve balance in a survey, keep all of your own thoughts and opinions out of your questions so you can get true and accurate responses.

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:  Jeremy Thomas on Unsplash

 

9 Tips For Creating An Engaging Survey

Survey Tips

Let’s face it, most surveys are boring, and many aren’t created with the respondent in mind.

Many companies want to learn something quickly, and they don’t often spend the time to create an engaging, thought-provoking survey.

This means higher drop-off rates for the surveyor, and this isn’t a good statistic for the endgame.

To help you make surveys that are attention grabbing, and attention holding, let’s look at five tips for creating an engaging survey.

#1: Be Relevant

What’s relevant to you might not be relevant to your survey audience, so you want to make sure you know exactly who you’re sending your survey to.

For example, if you are crafting a survey about swimming pools, and you want to know why people would or wouldn’t put a pool in their backyard, you don’t want to send the survey to apartment dwellers.

Your relevant audience is homeowners.

Another way to stay relevant in a more upbeat, hip way is to research trending hashtags that have some relation to your business. Then use that information to craft a survey title and/or questions that hook your audience and makes them want to complete your survey.

#2: Be Timely

Your customer purchased from you two months ago, and you wait to send a survey about their checkout experience.

Most busy people aren’t going to remember your checkout process (unless there was something memorable – good or bad) two months afterwards.

Stay in the moment and be timely with your surveys for the best engagement.

#3: Be Visual

The digital, social media age means that visuals matter.

You can bet your respondents are going to drop off if your survey is visually unattractive.

Things to think about include your background color scheme, font colors and font choice and any embedded images. 

#4: Be Mobile Friendly

Mobile usage is significantly higher than desktop usage, and Americans spend nearly 90 hours per month on their smartphones.

This is why the most engaging surveys are mobile-friendly. Make it simple, fast and easy for your respondents to complete your survey from the comfort of their phones.

Make sure your survey functions just as well on the mobile phone as it does the desktop computer.

Your mobile surveys can help increase engagement and response rate.

#5: Be Thoughtful

When creating your engaging surveys, make them convenient to complete. This means emailing them, posting them and/or embedding them on your Facebook pages, adding them to Twitter and including them on your website.

Making the survey convenient for your respondents shows you are thoughtful and concerned about the usability.

#6: Be Shareable

Once you’ve got your creative, unique and engaging survey, you want to make sure its shareable. (tweet this)

Include social sharing links at the end of the survey so your respondents can share the survey and their results.

Allowing people to share their results on social media means you’ll get even more responses.

#7: Be First

Another tip for creating an engaging survey is to use the first person in your questions. This immediately draws the respondents in and subconsciously keeps them going.

Using the first person creates a psychological response, and makes the survey easier for people to complete because they can immediately imagine themselves in the question. 

#9: Be Logical

Our final tip is to use conditional logic.

To really engage the respondent, tailor subsequent questions from answers to earlier ones.

You can skip questions, add questions based on answers and even route your users to different URLs based on their answers to survey questions. 

Final Thoughts

Whether you’re sending surveys to multiple audiences that might include your customers, target audience, employees or industry leaders, your goal is to get valuable data.

This means you need to create an engaging survey that keeps respondents looking towards the next question.

Try some of our tips today and see if it increases your survey engagement response rate. Test your questions and fine tune as necessary.

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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The Art Of Asking The Right Questions

Survey Tips

Interestingly, to get the answers you seek, you first have to ask the right questions. In fact, this is the goal of effective communicators and data collectors.

To help you get the best survey responses, we look at the art of asking the right questions.

Ask Open-Ended Questions

One of the best ways to ask the right question is to pose an open-ended question to your survey respondents.

If you really want an honest answer to your question, you want to ask a what or a how question. For example:

  • What do you think of product x after you’ve used it for several weeks?
  • How do you feel our team met your service needs?
  • How can we change the product to better meet your needs?
  • What do you think of your interaction with our sales team member?

You don’t want to ask leading questions that prompt a respondent to answer in a specific way. Instead, use the open-ended question to elicit the most honest, thoughtful answers.

Ask Purposeful Questions

Another trick to asking the right questions is to be purposeful in your survey.

Don’t just ask questions for the purpose of asking questions or filling your survey. Sometimes asking one-three questions is enough, especially if you’re asking the right ones.

You should only ask questions that provide you more information and a better understanding of how your products, systems and team are doing.

It’s imperative that you only post questions that you intend to take action on. 

Final Thoughts

To master the art of asking the right question, simplicity is a good rule of thumb.

This helps you communicate effectively and gather the most useful data.

Ask only what you really need to know and explain your question in the most succinct way possible.

This ensures you end up with actionable data so you can use your survey responses to improve your business. 

Surveys help you make the best decisions for your business. Are you ready to get started with your free Survey Town trial? Start with your free account today, and you can upgrade at any time.

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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.

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How To Use Uploads As Part Of Your Surveys And Forms

Survey Tips

You’ll find there are many different types of questions to ask in a survey, and they each serve their purpose.

  • The dichotomous question is generally a “yes/no” question.
  • Users are encouraged to type their own response in the open-ended question.
  • The multiple-choice question allows users to pick from a variety of answers.
  • The rank order and ranking scale questions allow users to rank items.

But, what if you need more information than this?

This is where uploads come in.  You can use uploads as part of your surveys and forms.

How to Use Uploads

When you use uploads, you give respondents the ability to attach data that isn’t usually available through the above standard survey questions. (tweet this)

For example, a customer purchases your product, and you want to see it in action so you ask them to upload a photo. Or, perhaps you want respondents to upload a document like a resume. They could also do this with the file upload.

Even better, they can upload documents and photos through the survey on their phones.

Final Thoughts

With the extra feature of being able to use uploads as part of your surveys and forms, you can now collect additional information from respondents.

You make it easy for them to send you information they have in a digital format. This is especially helpful for respondents because they don’t have to type the information into your survey – they can just upload a file.

This survey question type is particularly beneficial when using mobile surveys. Your respondents can simply upload a photo or document from their mobile device to the survey.

It makes it easier for respondents to provide you with information while engaging them in the process.

You’ll find the files easy to access in Survey Town for your review. You now have access to even more data in your survey results.

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 via Visual Hunt.

3 Net Promoter Score Questions To Ask

Survey Tips

When you use Net Promoter Score questions in your survey, you start the process of identifying loyal customers.

You start to recognize and distinguish your brand ambassadors. These are the people who will help lead new customers straight to your door.

With the Net Promoter Score, you can scientifically measure and then encourage customer loyalty.

To help you, we look at three Net Promoter Score questions to ask in your next survey.

#1: The Net Promoter Question

With this survey, you don’t want to ask numerous questions. Keep it very short and to the point.

In fact, your survey should have no more than three questions.  Include any more than that, and you risk higher survey dropout rates.

Your first Net Promoter Score question should look something like this:

Based on your experience, how likely is it that you would recommend our (product, brand or service) to your friends, family or colleagues?

Your scale should range from 0=not at all likely to 10=extremely likely.

This is where you’ll get your Net Promoter Score.

#2: The Reason Why Question

Your next question invites the respondents to let you know why they feel the way they do.

Provide a text area where your customers can actually write out their comments. You’ll find that you may receive glowing reviews or some negative comments here.

The reason why question should look like this:

Why did you provide these ratings? or What is the reason behind your ratings?

#3: The Follow Up Question

With this last question in your Net Promoter Score survey, you want to know what you can do better.

This is where you find out what your customers really think and how they perceive your shortcomings.

For this question, craft something like this:

What is one thing we could do differently to increase the value of our (product or services) to you?

With this question, you leave it wide open for your respondents to offer their suggestions and hopefully, constructive criticism and comments.

As we mentioned earlier, keep your survey to no more than three questions.

You might even find you can eliminate either question #2 or question #3 and re-word it to encourage the kind of comments you are looking for, especially if your dropout rates are too high.

Final Thoughts

Now that you know the right questions to ask, you’re well on your way to using the Net Promoter Score to gauge your customer loyalty.

In addition, you are well-versed in how willing your customers are to recommend your business, product or service.

You can use your Net Promoter Score to:

  • Segment your customers by their loyalty to you
  • Identify those customers who are unhappy and unwilling to refer you
  • Discover what drives your customer loyalty and how you can improve upon it
  • Benchmark your results against those in your industry

Finally, remember that the power of the Net Promoter Score comes in what you do after the survey and after you have your score.

The power is in the follow up.

Don’t miss this critical part. How you respond to your customers after you receive their feedback is integral to the entire process.

Your follow up may mean the difference between increased customer loyalty or an at-risk customer that walks away.

Follow up is key to your success, and it’s what helps you encourage and gain long-term loyalty.

You earn your customers’ loyalty by creating relationships with them. Using the Net Promoter Score survey, you can start creating valuable and authentic relationships with your customers by showing them you value their feedback, and you are willing to take action on it.

Your Net Promoter Score survey allows you to start a new conversation with your customers – one where they feel valued and important to your business.

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.

Image: VisualHunt

How To Use Surveys To Gauge Customer Loyalty

Survey Tips

Have you heard about the Net Promotor Score (NPS)?

In this article, we look at the NPS and how to use surveys to gauge customer loyalty.

Defining the NPS

This is a tool you can use to gauge the loyalty of your customer relationships. The score is based on the responses to one question: “How likely is it that you would recommend our company/product/service to a friend or colleague?”

The scores lay out like this:

  • Promoters have a score of 9 to 10 (on a 0-10 scale) and are likely to buy more and recommend you to others.
  • Those with a score of 0 to 6 are called Detractors and aren’t considered value-creating customers.
  • People who respond with a 7 or 8 are called Passives, and they fall in the middle.

You calculate the Net Promoter Score by subtracting the Detractors from the Promotors. (Passives count only towards your total of respondents which decreases the percentage of Detractors and Promotors.)

Using a Survey

A customer survey is a great way to measure customer loyalty and your NPS.

When you use a survey, you can quickly tell exactly how your customers view you.

You can then use your results to enhance your business and increase customer loyalty.

Follow these four steps when using surveys to gauge customer loyalty:

  1. Create a survey that asks customers how likely they’d be to recommend your company on a scale of 0-10.
  2. Analyze your data using the NPS scale mentioned above.
  3. Reach back out to the customers who expressed the most loyalty towards you. Continue to nurture them through your marketing channels to increase the likelihood they’ll be your brand advocates.
  4. Follow up with customers who are the least likely to recommend you (or not at all) to find out what you can do differently.

Final Thoughts

Are you currently using the NPS to determine your company’s rate of customer satisfaction? Have you thought about sending a survey to gauge customer loyalty?

Because your relationship with your customers is so important to your growth and retention rates, it’s a good idea to check in and see just what they’re thinking. (tweet this)

Customer loyalty is key to your business growth. Loyal customers shop with you again and again. They are your brand ambassadors.

Measure your company’s customer loyalty through a survey to learn how well you’re doing or where you can improve.  This is a key indicator of potential growth.

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 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.

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