The Basics of Composing Proper Survey Questions

When designing surveys, there are basic elements to consider when composing properly designed survey questions

survey-designAs you begin to plan and develop your survey, you must first determine what information you want to collect, which then guides you through choosing which questions to ask, how to ask them, and of whom. Be precise. you should be creating questions that are as precise as possible.  Precision questions have the highest degree of accuracy as a result of the participants’ ability to recall events with ease. When asking questions about events, activities, and behaviors, the following components contribute to improving the precision of your survey questions.  Continue reading

Do You Know the Value of Customer Retention?

Before you develop a plan for customer retention, you need to understand the value of customer retention

customer-retentionAny good business knows that customer retention is extremely important. Managers and leaders recognize that losing loyal customers is not good for the company’s long term revenue goals and overall success. Even though this is understood on a basic level, few businesses – especially those businesses that provide a service – understand what losing a customer can mean to their company.

Let’s take a look at an example.  Continue reading

What Do Your Prospects Want? Ask! 7 Strategies to Help.

 7 strategies to help you determine what your prospects are looking to purchase

Do you know exactly what products and services your prospects want to purchase? Wouldn’t it make sales and marketing much easier if you knew exactly what they want?  Although there is no one straight answer to this question, there are several strategies you can use to gather information on what your target market is looking for in terms of products and services.

Here are 7 strategies you can use to determine what your prospects are looking to purchase.

  1. Ask your current customers for ideas about new products and services. This is an obvious method, but it’s also one of the most effective means for gathering ideas. You can also make use of your current email subscribers and social media followers by asking them if they have any suggestions for new products or services.customer-sat
  2. Ask your current customers for feedback on products and services they currently use, not including your company’s.  When you survey your current customers, don’t just focus on gathering feedback about your products or services. Ask them what they have purchased from other businesses, and how satisfied they are with those products and services, and what features stood out that made them purchase those products or services. This will give you a clearer understanding of what your customers purchasing habits, and how you can effectively market to them and persuade them to buy from your company. Continue reading

Download Free Report: 7 Most Common Mistakes in Customer Feedback

Download our free report now! Report: The 7 Most Common Mistakes in Gathering Customer Feedback

7-mistakes-customer-feedbackFeedback is a powerful tool, but in an era when feedback channels are proliferating, this report looks at some of the common pitfalls in customer feedback and how you can avoid them.

Snap Surveys partnered with Brand Republic, the UK’s leading online destination for people working in the marketing and communications industries, to explore how brands are capturing customer feedback and what they do with the findings. At the same time, our own Snap Surveys UK consumer panel was asked how they felt about being on the receiving end of such approaches. 


 

Free Report: The 7 Most Common Mistakes in Gathering Customer Feedback

Download our free report: The 7 Most Common Mistakes in Gathering Customer Feedback

7 Common Customer Feedback Mistakes Report

Throughout our 7 part blog series, we discussed the 7 most common mistakes in gathering customer feedback and what you can do to avoid them. All blog posts in this series are easily accessible and include: Continue reading

7 Most Common Mistakes in Customer Feedback, #1 No Clear Objective

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.set-clear-customer-feedback-objectives

“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

Blog Series Intro: 7 Most Common Mistakes in Gathering Customer Feedback

Introduction: Blog Series: 7 most common mistakes in gathering customer feedback – and how to avoid them 

We at Snap Surveys, a leading survey software and service solutions provider, partnered with Brand Republic, the UK’s leading online destination for people working in the marketing and communications industries, to explore how brands are capturing customer feedback and what they do with the findings.

Feedback is a powerful tool, but it needs to be collected and used correctly

When it comes to gathering customer feedback, marketers these days have an embarrassment of riches, thanks to the internet and that 24/7 global chat room called social media. In fact, there is now a bewildering array of feedback tools that marketers have at their disposal, regardless of whether it is even appropriate to solicit consumer opinion in the first place. Continue reading

How Long is a Customer Satisfaction Survey?

How long do you expect a customer satisfaction survey to be?

customer-satisfaction-surveysThe primary reasons for assessing customer satisfaction are to maximize customer retention, and to gain and retain customer loyalty. Customer satisfaction is essential to the survival of any business. How do we find out whether our customers are satisfied? We ask them. Customer satisfaction surveys are an important tool used to gather feedback from customers about their satisfaction levels, and for developing strategies for improvement.

In the development process, how long do you make a customer satisfaction survey? As with any survey, the answer is always “it depends.” It depends on many factors, in particular, the main objectives set for the research. If comprehensive and realistic objectives are not set, the survey will have little to no value. Before you begin the process of designing a customer satisfaction survey, ask yourself why you are conducting the survey and what you want to learn from it. Continue reading

Free Webinar Tomorrow: Design Hints & Tips

We welcome you to join us for a free webinar on questionnaire design hints and tips

Please join us, tomorrow, Thursday, March 20th as UK Training Consultant Marc Ellison will run one of our popular free hints and tips webinars.

survey-software-webinarWebinar title: Questionnaire design in Snap: hints and tips

When: Thursday, March 20th, 2014

Time: 15:00 GMT UK | 16:00 Europe | 11:00 AM US EDT | 10:00 AM US CDT | 9:00 AM US MDT | 8:00 AM US PDT

Marc will be covering design questions that surfaced during our recent customer satisfaction survey. Marc will also demonstrate some of the clever design techniques that we used in our recent “Big Quiz” plus more.

If you’d like to see a particular aspect of questionnaire design covered in this webinar, we welcome you to email us and we’ll do our best to fit in your topic.

» Register for this free webinar

Customer Satisfaction – How Are We Doing?

Thank you for completing the Snap Surveys Customer Satisfaction Survey

customer-satisfaction-surveyThank you to our customers for completing our recent customer satisfaction survey.  It is your feedback that helps us continue to provide quality products and services to our customers.

As a result of the customer satisfaction survey:

  • Satisfaction with Snap Survey Software increased from 86% in 2012 to 91% in 2013, in large part due to a very favorable response to Snap 11 Survey Software released last summer.
  • Satisfaction scores for HelpDesk Technical Support, Training, and Research Services are all 90% or above.

We appreciate all of your feedback and suggestions. Be on the lookout for new survey software features releasing over the next few months.

Want to administer your own customer satisfaction survey? Use the information for customer satisfaction surveys to make informed decisions, modify your products and services to meet customer requirements, and ultimately increase the profitability of your organization. Learn more.