If you are looking to improve a websites user experience one step more then you find that is possible with analytics data it might be time to incorporate a brief survey that will help to determine weak areas that need improvement. As I already mentioned you should make this a brief questionnaire, and I would also highly recommend that you make taking this optional process (more on this in a minute).
Easily measure customer satisfaction
Creating a customer service survey will help you to quickly and easily measure your customers over all feelings about shopping on your website. Insights from quality and value, to the ease of access to your products and product information, innovation and much more.
When to ask them to take the survey
I mentioned above that you should make taking this survey optional, but what is the best way to deliver it? There are a number of methods you could use, one of them being at the end of the checkout process meaning that after the customer has completed a purchase you can redirect them or provide a popup asking them to complete a short survey in order to help improve their next experience on your site. You may also chose to send the survey to them in an email, stating that they have recently purchased an item from your site and you would like them to complete a short survey about the experience.
Getting the maximum amount of response
You may find that you are not getting as much response to the survey as you expected or would have liked to receive. Response to these tends not to be as great as one would expect as people lead busy life’s and typically don’t want to waste their time on such things. However there are a few measures you can take to improve the number of responses your survey receives, you could offer them a free gift or enter them in a drawing for a gift certificate for your store or some other such prize. By provided your customers some added incentive for filling out the survey will help a lot when it comes to the responses you get. Don’t worry providing some small prizes in order to get this valuable advice will more then pay for itself when it comes to the knowledge you will gain and the improvements you will be able to make.
Some basic must include questions
You may be thinking well this sounds great but what kind of questions should I ask my customers? Well I am glad you asked, as there are a few basic questions that you could/should use in your survey. You can change them around a bit so that they fit your needs, or so that they provoke more or less thought from your customers which ever you prefer. Below you will find a list of these basic questions to include:
- How likely is it that you would recommend us to a friend or colleague?
Answers should be on a scale from 0 to 10. - What other products or services should we offer?
Your customers can be a great source of ideas for new products or services. - How would you describe us to a friend?
This will help you uncover why your customers like you. - Do you use us for all your [ProductType] or do you also use alternative companies?
and
If so, why?
This will help you to determine how loyal your customers are. - What would persuade you to use us more often?
Easily find out how to try your customers into repeat buyers.
There is a possibility of many other questions but these are some very good seemingly simply questions, but they will help to provide you a great deal of insight into what your customers think about you and how you can gain more customer plus retain the old, etc. etc.
I hope this post provides you with some good information and insight into creating surveys and how you can use the information provided from them to improve your website. If you have something you would like to add are discus please feel free to leave it in the comments below.