We talk about great survey design a lot, but besides being modern and mobile-friendly, what else can you do to keep respondents tuned in? Here are 5 survey tips that help improve response rates.
Survey Tip #1: Embed questions into emails.
Distributing surveys via email is a highly effective way to collect feedback. Companies usually just include a link to their survey in the body of an email, but there’s a better way to grab people’s attention. With one-touch email surveys, you can skip the link and embed the survey question directly into an email. This simple tweak offers a far better user experience, because respondents can answer the first question without leaving their inboxes. In fact, when we tested a link vs an embedded question, the embedded question got a 210% higher response rate.
Survey Tip #2: Add interactive surveys to your website.
Are you gathering enough data from website visitors to make calculated decisions? Adding a website survey to key landing pages can help you gather key input from prospects and customers, plus a lot more. You can route visitors to relevant content, automatically create support tickets, and show your customers you’re there for them at all times. Moreover, website surveys are flexible and customizable. You can add a small icon in the corner of a webpage, present a visible survey at the bottom of each page, or prompt a lightbox. Check out how we use website surveys on our blog.
Survey Tip #3: Embed surveys into knowledge base articles.
A great way to minimize support tickets is with 5-star knowledge base content. But how can you be sure your help articles are answer questions effectively? Knowledge base surveys are a great tool for measuring content effectiveness. Your company can see which resources are helpful and which need improvement. In turn, this helps reduce support tickets and improve the self-service experience.
Survey Tip #4: Personalize your survey.
Modern customers demand personalized services from brands they purchase from. Asking for feedback is not exempt from this. View your customers as individuals and send them surveys that are relevant to them. With survey logic and merge fields, personalization has never been easier. You can pull in relevant details about your survey respondents, like their name, the item they purchased, or the name of the agent who helped them. And with GetFeedback for Salesforce, you can go even further, asking questions based on key customer data.
Survey Tip #5: Measure Customer Effort Score.
When customers are having issues with your product, they’re going to want a quick and easy fix. Whether they utilize your knowledge base or contact support, they’re looking for a resolution with the least amount of effort. Spotting inefficiencies can be tricky though. This is where measuring customer effort score can help. It can give you the customer insight to determine where improvements are can be made and how to address it. Don’t send your customers on a wild goose chase for answers. They’ll appreciate a quick, straight to the point fix.
You can then add a follow-up question and ask why they gave that rating.
The Customer Effort Score question allows you to measure and understand the customer service experience more accurately.
Surveys can be utilized in a variety of ways. Whether you’re looking to improve your knowledge base, website content or customer service experience, there’s a survey available to gather the data you need. In conjunction to collecting customer insight, keep in mind on how you ask for feedback and what you do with it to propel your business forward. Remember to cater to your customers as individuals and personalize your requests.
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