When you create content or products and services, you’re doing it for your customers. As the bread and butter of your business, having customers is everything. They bring in revenue and when they’re a fan of your brand, they also spread awareness to their family and friends.
If you fail to provide your target market with the experience they want, you’ll quickly see your conversions drop. Did you know that 55 percent of online consumers tell friends and family about a negative experience they’ve had with a product or company? With so much competition readily available, they’ll be sure to move onto the next brand if you don’t cater to their needs and pique their interest.
To keep your customers happy, it’s important to create a customer satisfaction survey. You can use the feedback you receive to improve what’s lacking and provide a more positive, engaging experience for your audience.
That’s why it’s crucial to reach out and collect data with a customer satisfaction (CSAT) survey.
Before you venture into creating questions for your survey, you need to figure out what you’re trying to accomplish with it. Without first setting goals in place, your questions will lack a clear direction and won’t get to the bottom of what you want to know.
Know what you want to achieve before crafting survey questions. What specifically do you want to know from your customers? Do you want to focus more on your products and services, user experience, etc.? Is there something more specific you want to know about what it’s like to do business with your brand? Keep this in mind before you create your survey so you know you’re asking questions that will lead to growth and conversions.
Here are nine questions you need to ask in your next survey to bring your online store to a new level of success.
Because people don’t want to write long, drawn-out answers for every question, it’s important to include various types. This ensures they won’t abandon your survey halfway through due to impatience or irritation. The higher your form completion rate is, the more useful data you can collect to improve your business operations.
1. How easy was it for us to solve your problem?
- Somewhat easy
- Somewhat difficult
2. Which of the following features are most important to you?
Depending on your products and services, the answers will vary from business to business. Take a look at the most prominent features of your products and add them to the list. As you continue to create new products, you’ll know features your customers can’t do without and which ones don’t do much for your success.
3. How likely are you to purchase with us again?
- Very likely
- Somewhat likely
- Not likely
- Extremely unlikely
Numbered questions tell you exactly where your customers stand in terms of their satisfaction. It’s difficult to misinterpret a number score, so depending on where you stand, it’ll be easy to determine what’s lacking and what you’re doing right.
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