Keeping a pulse on the customers to achieve success in business has become the order of the day. However, with the advent of technology, you no longer must wait for ages for your customers to get in touch with you and express their thoughts and feedback. Now, you can just send your customer an online survey form on their email, phone number, or any other platform any time of the year and collect data on their experience with your brand.
MISTAKES TO AVOID WHILE CONDUCTING A SURVEY
Customer satisfaction surveys conducted through an effective CSAT software like offered by piHappiness have become one of the most thorough and hassle-free methods through which you can get to know what your customers think about the products and the services that your brand has on offer.
But, while these surveys are widely used, people still tend to make various mistakes while developing their survey, leading to an overall loss of credibility of the method. Therefore, if you wish to ensure the development of a robust survey that helps you glean useful feedback from your consumers, here are some things that should keep in mind during the entire process:
1. HAVE A CLEAR SURVEY GOAL
You can never approach your target audience if you have no idea what you are approaching them for. It is essential to set objectives first and then create questions keeping those same objectives in focus. This way, you would be able to collect rich and relatable data from your target audience through a survey conducted using a customer satisfaction survey app.
2. AVOID VAGUE QUESTIONS
Specifying your questions would not only help you identify your exact shortcomings and help you improve them but also ensure that your consumers focus on specific aspects of the brand and engage with it better. Here, it would be a good idea to use effective CSAT software like piHappiness that would suggest questions based on your brand that you can include in your survey.
3. NOT BEING CUSTOMER-CENTRIC
One of the most common mistakes that companies make is designing a survey that is not customer centric. Most companies make surveys based on the knowledge they have about their customers. The only way to tackle this issue is by carrying out a qualitative preliminary phase of the study that deals with a wide range of topics. This way you can search for the main vectors and aspects that are based on customer satisfaction.
4. FOLLOWING A FIXED QUESTION PATTERN
Keeping only open-ended or quantitative questions in the survey will limit you from digging deeper into the issues that your customer might be facing. That is why, most people use a customer satisfaction survey app that allows them to efficiently include open-ended and quantitative questions to capture comprehensive insights.
5. NOT MAINTAINING SURVEY LENGTH
Sometimes surveys are short in length to maximize customer reviews without tiring them. Some other times, surveys are made too long to get more information from the customers. Both scenarios can result in poor quality answers or poor participation as the survey fails to grab the attention of the participants. That is why it is important to maintain a neutral length for the survey and make it more creative to get maximum response.
6. ABSENCE OF CUSTOMER DEMOGRAPHIC QUESTIONS
To understand the satisfaction levels of your customer, you need to gather all the important demographic details such as nationality, occupation, gender, and age to have a better knowledge about the respondents and how you can serve them better.
7. CREATING PRESSURE TO FILL THE SURVEY FORM
Treating your customers, the same way that you love to be treated is of utmost importance. Sending them frequently or daily reminders for taking your survey would not only frustrate and irritate them, but it would also leave a negative impact on your brand on them. It is better to inform the targeted audience before sending the survey.
8. NOT EMPATHIZING WITH THE RESPONDENTS
Addressing the customers in an appropriate way is important to make them feel comfortable in taking your survey. For example, language barriers can be a huge limitation that your customer might face if you have a global presence. By using customer satisfaction software, you would be able to make your survey multilingual and thus cater to more respondents.
9. INCORPORATING JARGON
Using unnecessary technical terms and language in your survey might confuse your respondents and increase the drop-out rate. It is better to use a simple voice tone to formulate the questions for achieving better customer engagement.
10. PUBLISHING SURVEYS RIGHT AWAY
Reviewing the surveys before uploading them is important so that you do not accidentally miss out on any questions or forget to incorporate a precise answer choice. A badly formulated survey can tarnish the image of your brand and result in bad user experience.
Customer satisfaction is of the utmost importance in ensuring the success and effectiveness of your business. An effective customer satisfaction survey software like piHappiness can provide you with the opportunity to listen to your customers and take them into account while making informed business decisions.