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Tips on customer surveys using online survey software

Posted on 8/12/2015 by Elizabeth in category: survey software articles
According to the Advertising Specialty Institute, when using an online survey tool, if you use a simple-to-use format, you will increase your chances of your customers actually responding to your customer survey. Your ability to offer these surveys is expedited through quality online service providers. Therefore, it’s essential that you find one that best suits your needs. Below are some tips on customer surveys that you can use to help engage response.

Keep It Brief

When it comes to online survey software, long questions that are bulky and drawn out might have customers rolling their eyes and clicking away. Therefore, you will want to keep your questions brief and to the point. Keep words to a minimum in your sentences, and ensure you avoid verbose verbiage and corporate-speak.

Ask Questions That Count

Survey software that includes pages of questions tends to get abandoned. If you want to keep your respondents engaged, consider precisely what you are looking for from customers, and base your questions around this. Keep your questions to a bare minimum so that you can focus on obtaining the important knowledge you are seeking.

Keep Your Questions Specific

Keep your questions in a neutral tone, and be specific. Oftentimes, companies are tempted to ask leading questions that will nudge respondents to respond in a certain way. This is called manipulating queries and will actually invalidate the whole customer survey. So what should you do instead? Rather than asking a question like, "How do you feel about the excellent customer service we provide?" ask a more focused question like, "Are we responsive enough to your service expectations?"

Focus on One Question at a Time

Instead of asking customers what they think about your creativity, responsiveness and prices all in one question, put each of those things down in single queries.

Pace Your Questions

The questions with which you start your survey should be simple and engaging. They should be rating or multiple-choice questions, such as, "Rate from 1 through 5 to indicate how strongly you agree" type questions. These are often more effective and less intimidating than open-ended questions for your responders. Group related questions together throughout the survey, as well.

Ask Effective Open-Ended Queries

While you should avoid asking open-ended questions toward the start of a survey, it is a good idea to include them in your survey at some point. These types of questions enable respondents to be more thorough in their feelings about your company. Feedback like this is valuable and will help you determine how you can improve on things and be a better promotional consultant. These types of questions can be added after the multiple-choice questions by asking a rating question and then asking the respondent to elaborate.

Although you can get a snapshot of your customers’ point of view on your company with a single online survey software questionnaire, it’s always a good idea to conduct a number of these surveys over a certain time period. This will allow you to measure results more effectively to help improve customer satisfaction.
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