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Now more than ever, modern-day retail businesses have the need to utilize customer feedback surveys both to gauge and to improve the experience of their customer base. Although the public is saturated by these surveys, rolling out questionnaires that ask the right questions is imperative to the good-functioning of your e-commerce store.
Reports from The Wall Street Journal indicate that contemporary U.S. shoppers now make most of their purchases online rather than in brick and mortar stores. With this in mind, connecting with your customer base makes for brand loyalty. It stands to reason that a business that cares for their clients makes for higher levels of customer engagement than with ones that don’t.
Advantages of Online Surveys
There are some real advantages of offering online survey software to your customers. These include:
Quickness
Your clients can complete an online or mobile survey in a fraction of the time it takes to use other more traditional methods. Furthermore, they can fill in an internet survey in their own time and provide instant responses. Paper and phone surveys take precious time that many people just don’t have these days.
Cheapness
Using an online survey tool reduces your research costs. Postage costs are saved. Furthermore, you don’t need to allocate resources and time to enter the findings into a database. Using survey software, responses are processed automatically, with the results being easily accessible.
Ease of Use
Participants find online surveys easy to use as they can access these at any time of the day or night and from any piece of technology. Irrelevant questions can be skipped automatically and the surveys can be completed whenever a client has time.
Key Questions to Ask Your Customers
To remain competitive and to improve business practices in a fast-changing economic climate, there are some key question you should be asking in your e-commerce survey. For example:
- Were you satisfied with the product quality?
- Was your purchase or inquiry dealt with accurately and quickly?
- Was the product selection good?
- Was it easy to find what you were looking for?
- Were the store prices fair?
- Was the returns policy fair?
- Would you recommend the store to friends and family?
- How would you rate the service overall?
- Why did you choose this store to shop at over others?
- What did you like most about the store?
- What, if anything, would you like to change about your shopping experience?
Online surveys are the perfect option for your organization if you’d like to conduct your own research and to ask questions pertinent to your ensuring your business is a success.
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