As a long standing, leading survey software and services solutions provider, the staff at Snap Surveys has years of experience working with, and advising customers on how to get more from their surveys. This blog series provides 5 steps you can use to design and construct better, more effective surveys.
Step 1: Have clear objectives for your survey
“Whilst it is important to get feedback, companies should not bombard customers with surveys every time they use a service as it could get irritating.”
Be sure to have a clear idea of what data you want from the survey and how the data is going to be used. It’s very tempting when planning and creating a survey to ask every question you can think of – but don’t! Ideally, questionnaires should take no longer than 5 – 10 minutes to complete unless you have a particularly engaging topic or interest group. Continue reading
Mistake #1: You start the customer feedback process without clear objectives
A spectrum of sophistication
Experts point to a spectrum of sophistication when it comes to online research tools and that they are horses-for-courses, depending on the scope of your feedback needs.
“The difference between a quick question on Google Surveys and a more refined tool allowing for routing of questions and advanced analytics is like the difference between a ring tone and a live gig,” says Dr Nicola Stanley, director of engagement at agency Silver Dialogue and a former researcher at Unilever. “There’s a need for both, but they are worlds apart.”
Based on the findings from Snap Surveys’ own consumer research, the marketer survey it conducted with BrandRepublic and the opinions of experts, marketers may be prone to committing one or more of the following missteps when commissioning and handling feedback:
Mistake 1: You start the feedback process without clear objectives Continue reading
What do your customers see and experience?
As we continue to recognize National Customer Service Week, we invite you to view an interesting blog post by Sam Fiorella, Chief Strategist at Sensei Marketing. Do you know what your customer doesn’t see? Sam gives us an interesting customer perspective – what they really see and experience.
Your customer does not see how unrealistic their demands are. They see how you respond.
Your customer does not see your profit and loss statement, nor do they care. They see their shrinking wallet and what you plan on doing to help them with that.
Your customer does not see the price of a product. They see the value it gives them.
Your customer does not see the volumes of transactional and demographic data you’re collecting. They see that you’ve offered a product that you’re overstocked on rather than a product they need.
Your customer does not see the 754 unread emails in your inbox. They see your attempt to reach out and just say “hello”. Continue reading