In This Lesson You Will Learn
How to Create a Customer Satisfaction Survey with Your Sleeknote Campaign
The competition online is really high as the person searching for a product or a service has so many options to choose from. Therefore, customer experience is extremely important.
How can you make sure that you give your visitors the most optimal experience? Simply by asking them about their opinions with a survey. So let’s take a closer look at how those work!
Customer Satisfaction Surveys
The very first step in your customer satisfaction survey should be to set a goal. You can get feedback on many different trends. Your goal can, for example, be to increase sales, reduce churn, improve the user experience on your website or something similar.
The Different Types of Questions
- Multiple Choice Questions
- Scale Questions
- And Open-ended Questions
The most basic multiple choice questions are the ones that can be answered with a simple yes or no. They are useful if you need quick data that can be easily generalized. More complex multiple choice questions offer a range of options for your visitors to choose from. This can, for example, be to make them choose from a couple of different possibilities, regarding the reason why they have entered your website today.
Scale questions allow you to aggregate scores to see how satisfied your customers are with a certain trend. You could, for example, ask how likely your visitors are to recommend your organization to a friend on a scale from 1 to 10.
Finally, open-ended questions give visitors the freedom to express their opinions without a set frame. You can ask for suggestions, improvements or anything else you find is relevant.
The Surveys in Practice
So let’s look at a couple of examples of how your campaigns can be turned into surveys. Bang and Olufsen are promoting a new product. They are interested in knowing which color of the product do the visitors like the best.
The second example we will go through today is Living Shop. They would like to improve the user experience on their website. A multiple choice question is used for evaluating the experience, however, they go one step further by adding an open-ended question.
What you should keep in mind is that if it is too time-consuming, the visitors may need to be a little nudged to invest their time in your survey. A great way to do that is by offering an incentive for their time spent answering your questions. This can be in the form of discounts, free samples, vouchers or any other relevant benefit.
To wrap up let’s go through the best practices for customer satisfaction surveys again.
- First, decide on what your goal is
- Ask the right questions
- Make the design customer friendly and appealing
- Incentives can help to increase the response rate
And remember to always thank your customers for the time they spent on filling out your survey!