When designing surveys, there are basic elements to consider when composing properly designed survey questions
As 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
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
Thank you for completing the Snap Surveys Customer Satisfaction Survey
Thank 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.
Customer Loyalty Survey Mistakes
As we previously discussed in our blog post, Do You Know the Difference Between Customer Satisfaction and Customer Loyalty?, customer loyalty consists of two main factors, including: loyalty behavior and loyalty attitudes. Loyalty behavior is when customers make repeat purchases of current brands, rather than buy from competitor brands (customer retention). And, loyalty attitudes are opinions and feelings about products, services, brands, or businesses that are associated with repeat purchases.
Customer loyalty is a critical component of maintaining a successful, long-term business. Customers that are frequent users of your products or services are more likely to be repeat customers and recommend your business to others – keeping the business relationship alive and away from your competition.
What is the difference between Customer Satisfaction and Customer Loyalty?
Customer Satisfaction is a measurement of customer attitudes toward products, services, and brands. Customer Loyalty on the other hand has two definitions. Customer Loyalty consists of loyalty behavior (i.e. 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. Conversely, at times, customers show loyalty attitudes without exhibiting any loyalty behavior.
Understand the value of customer retention
Many companies realize that customer retention
is extremely important. They recognize that losing valued, loyal customers is bad for the company’s long term revenue potential and overall success. Even though this is understood on a basic level, few companies – especially those companies providing a service
– seem to misunderstand what losing a single customer can mean to their business.
Example: Sandra took her car to an auto maintenance facility for trouble with her oil gauge. Sandra knows very little about cars, so she decided it would be wise to have her car towed to the closest auto maintenance facility to be serviced. The mechanic on duty treated Sandra with absolute condescension. He acted as if Sandra should know much more about cars and how to check her own oil. Upon completion of service, the mechanic charged Sandra for 2 hours of service even though Sandra had only waited an hour for her oil to be checked and changed. It was obviously a bad experience for Sandra, and she had no intention of returning to that auto maintenance facility for future services, nor would she recommend their services to friends and family.
Take customer satisfaction into consideration when developing strategic business decisions.
The most efficient way to measure customer satisfaction is to develop customer satisfaction surveys with the help of a good survey software solution. An advanced survey software solution can manage multi-mode survey research methods – produce the same survey in different formats; including online surveys, mobile surveys, paper surveys, and more – depending on the best method to reach your target customer base. Customer satisfaction surveys are designed to give you anonymous and unambiguous insight into your customers’ thoughts and perceptions pertaining to your products, services, programs, and your organization as a whole. They can also provide valuable information leading to what needs to be changed in order to retain lasting customer relationships.
Customer segmentation will allow you to target specific groups of customers effectively
When it comes to interacting with customer service, your customers will choose the channels with which they are most comfortable and provides them with the best customer experience. Some customers choose to purchase products at a store, and when it comes time to engage with customer service, they may choose to inquire in-person, make a phone call, or even <gasp!> write a letter. Yes, people still write letters. Others may choose to purchase products online, keeping the interaction with customer service all digital and inquire with question via email, live chat, Twitter, or Facebook. There are even those customers that choose to purchase a product online, but prefer the interaction of a phone call with a live customer service representative, or there are those customers that purchase in a store, but prefer to interact with customer service online. Your customers’ customer service needs are diverse, so you need to accommodate.
Use online customer surveys to gather information to create effective marketing plans
The key to effectively marketing to customers is to know your customers. Your customers are your target audience and knowing your target audience inside and out gives you insight into their needs and wants. If you know what they need and want, you can develop marketing strategies that clearly communicate your important marketing messages. It seems like pretty simple, basic stuss, right? But the hard part is figuring out exactly what your customers want and expect from your products and services. How do you gather that information? Continue reading
Avoid over-surveying your customers with these strategies
Surveying your customers is a great way to learn more about customer satisfaction, areas where your products, services, or overall organization needs improvement, perceptions about your brand, and many more. However, over-surveying your customer base can cause a decline in response rates and may also weaken the value of your surveys.
Your customers are flooded with requests for feedback through online and email surveys, mobile devices, and through many social media outlets. Don’t be that organization that inundates their customers with incessant requests for feedback.
Here are six strategies to tactfully gather feedback from customers while at the same time ensuring that you are not overwhelming your customers, or worse, damaging the customer relationship. Continue reading