October 20, 2015
With competition at an all-time high, and from all corners of the world, even small businesses must be able to have a keen understanding of their customers. There are several ways online survey software can help your business obtain that information.Getting consumers to leave information with you can give you an important advantage in the marketing world. Even if a customer visits your website without making a purchase, surveys can help you understand their needs.
Without surveys, your visitors may leave your website and you’ll never know why. When a consumer does make a purchase, do you know if they are happy with it, and the service you provided? If not, you may never see them again, and won’t be able to make the changes that will keep other consumers from going to the competition for their products.
Here's how to best use online survey software to enhance customer experience:
Value Your Customers and Their Time
No one wants to spend an hour to giving information to make your business better. Even when a customer is thrilled with your product or service, they are more apt to click off of a survey that will take them forever to complete. When you create survey forms, take the time to choose the ones that will give you vital information and are easy to answer. Avoid asking for descriptions or typed responses. Find out simply if they are happy with their transactions or not. If not, it is useful to ask them to let you know why in a short description box.
The one time a consumer will likely be happy to take the time to write out a response is if they are unhappy with your service.
Don’t Be Offended
This isn’t the time to get your feelings hurt. An unhappy customer is one that will not return, but you can use the knowledge they left behind for you to make sure it doesn’t happen again. When you have a customer leave an unfavorable comment, use that information provided by your survey software to find the cause of the problem and take the steps to fix it.
If that consumer left an email address to contact them, follow through. Write to them and thank them for letting you know about a problem. If you have addressed the situation, let them know that their help has allowed you to fix the problem area. Online survey software can help you create a stronger, better customer service situation, and may even bring that unhappy customer back to you in the future.
The Best Online Survey Software
Choose a system that is easy to use and has plenty of analytical tools. The hardest part of using surveys is figuring out what all of the information means in the end. Good survey software will give you easy to read graphs and charts that pinpoint areas of trouble.
Make sure the survey software you use provides adequate support. Don’t forget that they are a business too, and they should be in the business of making you happy. Customer service should be easily accessible in a number of ways. Look for a thorough FAQ section that addresses the most common questions so you do not have to waste your time on the phone or waiting for an email response for simple information.
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