A customer feedback survey can transform all the departments of your business provided that it is done the right way. From the product team to the marketing team to the customer support team, everything can be improvised so as to boost your brand’s success. However, if you fail to survey the customers appropriately, all your surveying efforts are rendered futile.
Wondering what all may be wrong with your customer feedback survey form? Read on to know.
The absence of branding:
The biggest mistake that a business can make when surveying its customers is sending out an anonymous feedback form. What’s the point sending out a feedback form that gives no hint about the organization asking for the feedback? So, ensure that you let your customers know clearly about what or about who it is that they are speaking. Do not forget to include the company’s brand name, logo and other necessary details into the questionnaire.
A poor user experience:
An easy navigation is important, not only for your website but also for your customer feedback survey form. So, if your think clustering your survey page with images will impress your customers, you are wrong! Lots of images, elaborate fonts, lack of white space and a messy crawl are only going to make your survey difficult to read. This would further result in a poor user experience and customers exiting your survey shortly after they open it up. In order to avoid this, just stick to the relevant images, appropriate font, and an easy navigation.
Compulsory questions:
Firstly, you need your customers to fill that customer feedback survey form. Secondly, you want them to fill it up from the very starting till the end. However, most of your customers would probably not be in a mood of filling it out and if for once, they change their minds and find that almost all the questions in your survey are marked as important, they would abandon it right away! So, make sure that your survey is short and has a minimum or no compulsory questions.
Grammatical errors:
Even if it is an infinitesimal error, it’s toxic for your brand’s reputation. It not only makes you seem unprofessional but also lowers the credibility of your business. And do you know what’s the ultimate consequence? Your customers would not even take you seriously and ignore your customer feedback survey form. So, it’s advisable that you keep your text error-free. Make sure that you check and re-check for errors, once you’ve created it.
No progress indicator:
Since the customers today have a childlike patience level, so, a visual progress bar keeps them going while they fill your customer feedback survey form. When your respondents know how far into the survey tool they are, they are more likely to finish the survey. However, if a progress indicator is absent, they may simply drop out before they actually reach the end of the survey.
The timing disbalance:
For your surveys to have the best response rates, you need to know the correct frequency of sending it out to your customers. Neither should it be too less as it may make your customers forget you, nor too much as it may be quite bothersome to all of them. So, it’s advisable to find the right balance! Make sure that none of your customers receives more than one survey per quarter or else you are most likely to be tagged as a spammer.
No data analysis after customer feedback collection:
All the customer feedback forms that reach back, full of meaningful data, are not just meant to rest there in your mail. Leverage this information to benefit your product team, marketing team and the customer support team. For this, make sure that when the survey results come, some data analysis is done so as to identify customers’ pain points and the areas of improvement in your business and hence make the necessary improvements.
Keep these tips in mind and you are all set to make the most out of your surveys!