Do not lead your respondents toward specific survey answers
When developing survey questions, be sure not to inadvertently lead respondents to answer a question in a particular way or in favor of a particular option. It is important to give respondents all available response options, however, the question and it’s options should not be worded in a way that influences a respondents’ answers.
Did you know you can send triggered email alerts from online survey responses?
To measure the progress of results, online surveys are often conducted on a continuous basis rather than administered periodically. Reacting to survey feedback immediately has become the new standard in improving satisfaction on a respondent-by-respondent basis. As with traditional online surveys, survey data is compiled and aggregated for reporting purposes. However, using triggered survey email alerts has changed the dynamic of satisfaction measurement, and has transformed it into a method of intervening to improve satisfaction immediately. Continue reading
Analyzing literal response variables with survey software
Questions that survey respondents can answer with free text (referred to as literal responses or open-ended response) are not always easy to analyze. It is easier to analyze answers in single- or multiple-response questions with simple check-box answers. However, it is possible to set up new variables in Snap Survey Software to categorize literal survey responses.
As an example, we use the following question from a restaurant satisfaction survey. Continue reading
Over the course of the summer, we ran a series of 11 free webinars concentrating on various functionality and features used in Snap Survey Software. If you missed any sessions, you can watch all available webinars now!
What is the difference between Customer Satisfaction and Customer Loyalty?
First, we will define each term. Customer Satisfaction is a measurement of customer attitudes regarding products, services, and brands. Customer Loyalty on the other hand has two definitions. Customer Loyalty consists of loyalty behavior (also referred to as customer retention) which is the act of customers making repeat purchases of current brands, rather than choosing competitor brands. Secondly, Customer Loyalty encompasses loyalty attitudes which are opinions and feelings about products, services, brands, or businesses that are associated with repeat purchases. At times, customers display loyalty behavior without having loyalty attitudes. Vice versa, occasionally customers show loyalty attitudes without exhibiting any loyalty behavior. Continue reading
What is customer loyalty? Customer loyalty is all about attracting the right customers, getting them to purchase, purchase often, purchase in high quantities, and produce more customers – building your overall customer base. If you want to build customer loyalty and retain customers, however, you will want to focus on the following:
- Keep close contact with your customers through email marketing campaigns, regular customer satisfaction surveys, newsletters, social media, etc.
- Treat your employees well, so they will convey that same service to your customers
- Reward and treat your customers with incentives
- Listen to your customers and consistently respond
- Keep track of your customers opinions, including likes and dislikes Continue reading
It’s hard to disagree that administering customer satisfaction surveys is the best way to uncover data about how customers feel about your products, services, customer service, business & marketing programs, events, and how they view your company’s capacity to remain successful in the short- and long-term. Customer satisfaction surveys produce data that can help your company solve current and potential problems before any issues cause you to lose customers. Data gathered can also help confirm your company’s current business and marketing strategies, so that you can be assured that your company is staying on target. Customer satisfaction surveys provide your business with an immense amount of value data.
When a company administers customer satisfaction surveys, they are sending the survey to their current customers. However, one oversight that many companies make in the customer satisfaction survey process is they tend to overlook collecting data from past customers. Continue reading
If a vast range of products or services are being evaluated in a satisfaction survey, the questionnaire may ask the respondent to rank many different products or services in order of preference. These questions are Ranking Scale questions. Continue reading
Many questions in customer satisfaction surveys ask respondents to rank certain aspects of their experience. Ranking questions ask respondents to rank or order a set of options. Continue reading