Surveys are a unique way to reach your customers. You are able to directly ask them what kind of user experience they would like to participate in and in doing so you are able to hear the voice of the customer.
Stick to a simple survey. Use fewer questions allowing your participants to provide you with more results faster. A combination of question types also allow the answers to have the most useful information you need. Multiple choice questions help categorize answers and open ended questions allow you to garner a variety of ideas and answers.
When your main goal is to provide a better user experience for your customers, you need to know the right questions to ask. The questions should focus on how you know the participant, if they were able accomplish their mission and if there weren’t able to, why not? These are basic questions that can provide a lot of depth to how you can improve your overall customer experience.
So, what is the proper way to follow up? No matter what type of survey you conduct make sure you follow up in the first few days of the results coming in. The follow up can be via email or with a quick phone call thanking them for their participation. However, the follow up should not just end at a “thank you for participating.”A well constructed survey will provide you with productive results. Put your marketing team to work analyzing the results. Positive feedback can be recycled as testimonials to your product or overall user experience. Negative feedback provide an opportunity for your business to grow and improve.
Take the feedback well and make the necessary changes your customers request. They will notice and thank you for it.
How have you used surveys to improve your customer experience?