You probably already know the power of surveying your customers.
With the right feedback, you can improve your product or service, measure customer satisfaction and gain valuable insight into their goals and challenges.
While surveying is common in email marketing, it’s not always the most effective way to target users.
The truth is the best time to survey users is when they’re considering making a purchase.
And that’s exactly why many companies are using Sleeknote to survey their visitors.
In this article, you’ll learn how one e-commerce company used on-site surveys to improve their conversions, and how to create a sleeknote survey so you can do the same for your business.
If you want a quick introduction to the benefits of using sleeknotes for surveys, take a look at this video before you read on:
How Livingshop increased their conversion rate
Before diving into how to create a sleeknote survey, let’s look at how Livingshop, a Danish shop selling designer furniture, used Sleeknote to improve the user experience (UX) on their site.
To do that, though, they needed to find out what their visitors thought of their site and what could be improved, so they had an idea…
…“Why not use a sleeknote as a survey on our confirmation page?”
Sleeknote wasn’t made for doing surveys, but Livingshop “hacked the system,” so to speak, and found an innovative and creative way of using their sleeknotes.
The result was this survey:
More than one-third of visitors that saw the sleeknote answered the survey.
So far, this has given Livingshop 3675 responses—and they keep coming:
Thanks to this survey, Livingshop is continuously gaining valuable knowledge about the user experience on their site.
Based on this knowledge, they’ve been able to improve the user experience significantly which has resulted in a higher overall conversion rate.
Now that we’ve covered Livingshop’s experience, let’s look at how to create a sleeknote survey of your own.
How to create a sleeknote survey in 4 simple steps
Step 1. Decide what your goal is
Before creating a survey, you need to determine your goal.
What are you currently struggling with? Where could you use more insight?
Do you have an unusually high bounce rate? Are users exiting before checking out? Is your conversation rate going down each month?
Having a clear goal in mind is important because your goal determines each choice you make when creating your sleeknote survey.
For instance, which page(s) the sleeknote should appear on, where the sleeknote should be positioned and which questions you need to ask in the survey will vary depending on what you want to achieve.
Once you’ve decided your goal, you can begin creating your sleeknote survey.
Step 2. Choose a template and position for your sleeknote
First, go to dashboard.sleeknote.com and log in.
Then, click “Create Sleeknote”:
When in the editor, choose the “Contact” template for your sleeknote.
Then, pick a position for your sleeknote:
This can either be in the center of the screen if you want to catch abandoning visitors or in the bottom of the screen as a slide-in if you want it to be less intrusive.
Step 3. Design your sleeknote
Start by adding radio buttons and/or a feedback field to your sleeknote:
You can choose whether the elements of your sleeknote are required or not…
…and whether a radio button should be checked by default when a visitor sees the sleeknote:
You should now have the form for your sleeknote survey ready and you can begin writing copy for it.
When writing copy for a sleeknote survey, it’s important to focus on your goal with the survey as well as on the benefit for the visitor. Why should they spend time answering your survey?
As a minimum, the copy should make it clear to the visitor what the survey is about right away. Otherwise, the visitor will quickly dismiss the survey without completing it.
The end result could look like this:
In this case, the focus is on feedback to improve the visitor’s experience.
You should always remember to thank your visitors for their feedback when they’ve completed your survey, too (everyone likes to feel appreciated).
This is what the “Success” step in the editor is for. Your success sleeknote might look like this:
Step 4. Choose the right settings for your survey sleeknote
Finally, you need to choose the settings for your sleeknote.
Start by choosing a trigger for your sleeknote that matches the goal for your survey.
For instance, if you want to ask abandoning visitors about their experience, choose the exit-intent trigger:
Next, consider whether to add the “Specific URL” condition.
This is important if you want your survey to trigger on a specific page.
For example, you might want to know what your visitors think about a specific product. In that case, you could choose that specific product page as the specific URL for the sleeknote to be shown on.
Or, maybe you want to do what Livingshop does and only ask customers who have just completed a purchase. In that case, you would add the success page for your e-commerce store as the specific URL.
Here’s how to use the Specific URL condition:
If you want to make sure your visitors aren’t overexposed to your sleeknote, add the “Show count” condition and pick the maximum number of times you want your visitors to see the survey:
Pro tip: On the bottom of the Settings page, you can add your email to get notified every time a visitor responds to your survey. That way, you’ll be sure not to miss urgent feedback that needs to be addressed immediately:
Lastly, save and activate your sleeknote.
Soon you’ll know more about your visitors’ likes and dislikes and be able to incorporate their feedback in your business.
How to get the results of your Sleeknote survey
When you’re collecting data other than names and emails with your sleeknotes, the data doesn’t go into any system. This means you only have this data in your CSV file.
To export the CSV file for a sleeknote, click “Options” and select “Generate CSV”:
Then, go to “Account” and you’ll find your newly generated CSV file in the bottom of the page:
When you’ve downloaded your file, open it in Excel to see the survey answers.
How Livingshop used feedback to improve their UX
Now that you know how to create a survey with sleeknote, let’s dig a little deeper into Livingshop. I’ll also show you some other examples of survey sleeknotes.
But first, back to Livingshop.
Their survey has given them valuable feedback which they’ve been able to evaluate and implement on their website.
For example, some customers found it difficult to see their shipping cost:
(Translation: It’s difficult to see the shipping prices from your phone (iPhone). It would be nice if there were a category where the prices were described. I couldn’t find information about it in the terms and conditions and I didn’t notice that you need to find the shipping price under each product.)
Livingshop understood some visitors could view this as a barrier so they decided to make their shipping prices more visible on their site.
Now there’s a link to the shipping costs under every product (“Se fragtpriser”):
When you click the text, this window with information pops up:
They also added a small information box in the top of their site to make sure visitors can always see the shipping costs:
(Translation: “Fast delivery 1-3 working days. 30 days right of return. Free shipping over DKK 399,-“)
This change alone increased their conversion rate by 6.5%.
Some months after the above feedback and changes, Livingshop received this response through their sleeknote survey:
(Translation: It’s super useful that you can see the shipping costs directly from the product when you’re considering adding it to your cart.)
As you can see, Livingshop can also use the survey answers to evaluate the changes they’ve made based on previous feedback. Judging from the above survey response, these changes were successful and a vast improvement of the user experience of their site.
Another customer was dissatisfied with their site’s navigation. Specifically, when you clicked on a product on a product page and clicked back, you returned to the top of the page and not to the product you were looking at:
(Translation: I find it very annoying that EVERY time (when you’ve added something to your cart and want to keep shopping), you’re sent back to the top of the site you came from. And then you have to scroll all the way down to the product you added to your cart. You should be sent to the same product you clicked on in the first place.)
Livingshop agreed with the feedback and made improvements as you can see below:
Livingshop has been able to improve the user experience on their site greatly based on the feedback they’ve received through their survey.
Further, with the use of radio buttons, Livingshop have made it easy for users to quickly answer their survey and left it up to the customer to choose whether to elaborate on their answer or not in the text area. This was to get as many answers as possible.
This has resulted in a response rate of 34.9%.
Another company who has made use of a survey sleeknote is B&O Play.
They asked visitors which color they preferred while promoting their new product:
Falck, an international rescue company, also used their sleeknote as a survey. They chose to ask abandoning visitors why they were leaving the site:
With this survey, Falck gained more insight into why visitors chose to leave their site and. like Livingshop, they used this information to improve their site.
Over to you
As you can see, on-site surveys are a valuable way of improving the user experience.
After all, the best way to discover your customers’ preferences is to ask them.
I hope this blog post has shown you the value of sleeknote surveys and how easily you can set up your own.
However, if you need any help setting up your survey sleeknote (or anything else), just contact us—we’ll be more than happy to help you.
Have you made a sleeknote survey yet? What was your goal with it and what did you learn? Leave a comment below and tell us about your experience.