How to Create Effective Customer Surveys?

Zonka Feedback

Do you often create surveys and wonder how to make them effective? Do you want to have a good response rate on your surveys to get real customer insights and improve your business accordingly?

Guest Post: Are Customer Surveys the Best Way to Receive Feedback About Your Brand?

Shep Hyken

He shares the challenges and limitations of using surveys to gather feedback about customer experience. Surveys will always be a critical component of a brand’s customer engagement strategy. However, surveys are not the end all be all of improving your customer experience.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

What are Voice of Customer Surveys?

Zonka Feedback

In a world where business success is primarily associated with excellent customer experiences, the term Voice of Customer isn’t new anymore. And the bridge between customers’ expectations and excellent customer experiences is an intelligent VoC program! Customer Survey

VOC 52

9 Key Differences Between Transactional and Relationship Customer Surveys

PeopleMetrics

Voice of Customer (VoC) programs use two types of surveys to gather customer feedback: relationship surveys and transactional surveys. Discover our award-winning Customer Experience (CX) blog: [link].

3 Easy Ways To Quickly Understand Customer Survey Comments

PeopleMetrics

3 Easy Ways To Quickly Understand Customer Survey Comments. Customer survey comments (i.e. Good open-ended survey questions allow respondents to provide feedback in their own words via qualitative free-form written text fields.

How to conduct B2B customer surveys that provide ROI

Lumoa

Conducting B2B customer surveys is for many a struggle. There are two major problems that B2B surveys often experience; not able to collect enough responses and hard to act on the feedback. Learn how to overcome these typical B2B survey problems.

B2B 98

Need a Customer Survey Company? Let’s Find Out!

InteractionMetrics

When done correctly, customer satisfaction surveys uncover your wins, gaps, and missed opportunities. That’s why customer survey companies abound. But first things first, do you need a customer survey company? Survey Software or Customer Survey Company?

Need a Customer Survey Company? Let’s Find Out!

InteractionMetrics

When done correctly, customer satisfaction surveys uncover your wins, gaps, and missed opportunities. That’s why customer survey companies abound. But first things first, do you need a customer survey company? Survey Software or Customer Survey Company?

Need a Customer Survey Company? Let’s Find Out!

InteractionMetrics

When done correctly, customer satisfaction surveys uncover your wins, gaps, and missed opportunities. That’s why customer survey companies abound. But first things first, do you need a customer survey company? Survey Software or Customer Survey Company?

Customer Surveys Pros and Cons

InteractionMetrics

Customer Surveys: Pros and Cons The Pros They’re quick. They allow customers to vent, which can boost opinions of your company. When customer surveys are done well, they: Provide digestible, quantitative data. But despite the benefits of a great survey, it’s dangerously easy […]. The post Customer Surveys Pros and Cons appeared first on Interaction Metrics They’re cheap.

Genius Tips to Improve Your Customer Survey

InteractionMetrics

An Analyst Perspective on Customer Surveys: Customer surveys make up a multi-billion dollar industry, and many of us get at least one per day. But just because surveys are everywhere doesn’t mean they’re always good. At Interaction Metrics, we often find that companies assume they’re ready to launch their customer survey as soon as they’ve opened a SurveyMonkey account and pieced together a few questions.

The Worst Customer Survey Mistake

InteractionMetrics

From misrepresentative samples to insufficient use of logic gating, there are myriad mistakes companies make with their surveys—mistakes that lead to inaccurate, unscientific data. But the single worst customer survey mistake is having the wrong mindset. Customer Feedback

Your Customer Survey is Biased: Here’s the Fix

InteractionMetrics

Most customer satisfaction surveys suffer from uneven customer representation, which leads to inaccurate data. So here are a few ways to improve your customer survey sampling methods to achieve balanced customer representation and high quality data. Customer Survey Sampling Error #1: Non-Response Bias, Some Don’t Respond. Just because you openly invite all customers to take your survey does not mean you have a random sample.

Customer Surveys Are as Important as Ever!

CX Journey

Some pundits would have you believe that surveys are dead, that they are no longer important for customer listening and understanding. Yes, there are several other ways in which companies can listen to customers and learn how well they’re delivering on the experience, but surveys aren’t going anywhere. The good news is that companies are listening through surveys. And give an honest assessment of how long the survey will take to complete.

CX 53

Stop Treating your B2B Customer Surveys or NPS program like a B2C effort

Waypoint Group

“How hard could it be… it’s just a survey, right?” Are you guilty of treating your B2B feedback effort (nay, “survey”) like that of a consumer-focused company? The first video discusses the various persona that exist in B2B accounts, and sprung from a lively discussion on LinkedIn around “Who’s the ‘customer’ in B2B?” ” Click here to watch: Should All Customer Feedback Be Considered Equal?

B2C 40

Great way to increase your B2B NPS/Customer Survey Response Rates

Waypoint Group

I am often asked, “What’s a good response rate for my B2B NPS/Customer survey?” The post Great way to increase your B2B NPS/Customer Survey Response Rates appeared first on Waypoint Group. Case Examples Customer Engagement Lessons Learned Net Promoter (NPS) News Voice of Customer (VoC) Apple demonstrated listening feedback listening NPS voc voice-of-cusomer

NPS 40

Personalizing the Customer Experience Is a Competitive Differentiator

Shep Hyken

I recently released my 2021 Achieving Customer Amazement research. We surveyed 1,000 consumers in the U.S. and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. So, how well do you know your customers?

Stop Sending Me Surveys Unless You Care What I Have to Say!

Shep Hyken

I’m getting survey fatigue. In the past, companies have sent me surveys that were so long I became tired – or fatigued – at some point during the survey, and as a result, I wouldn’t complete it and therefore the company never received my feedback. I get a survey.

Customer Success: 5 Hacks for Your Customer Survey

InteractionMetrics

A life of better surveys. While customer surveys may seem simple, there’s a lot behind them and a lot that can go wrong. Customer Success Directors know that surveys are complex. At the same time, they are charged with getting the survey done! 1-Minute read.

Customer Success: 5 Hacks for Your Customer Survey

InteractionMetrics

A life of better surveys. While customer surveys may seem simple, there’s a lot behind them and a lot that can go wrong. Customer Success Directors know that surveys are complex. At the same time, they are charged with getting the survey done! 1-Minute read.

Amazing Business Radio: Steve Peltzman

Shep Hyken

Building a Reactive and Predictive Customer Experience. They discuss how companies can sense, analyze, and react to issues that affect customer experience. Top Takeaways: Wherever customers go, something is different. Shep Hyken is a customer service and experience expert,?

How to Survey Customers Properly

Aquire

Customer surveys are an opportunity to learn what customers think about your brand based on facts, rather than assumptions. The customer feedback you gather from surveys is gold dust. Planning your customer survey. How long should a customer survey be?

Amazing Business Radio: Adrian Swinscoe

Shep Hyken

They discuss what experience leadership means to the individual, the team, the organization, the customers, and beyond. Top Takeaways: It’s no longer sufficient just to talk about customer experience in isolation. Shep Hyken is a customer service and experience expert,?

CX 66

Are Your Surveys a Crutch or a Tool?  

Heart of the Customer

I just finished a monster road trip, shadowing two of our clients who have more mature CX programs for two days each, as part of Heart of the Customer’s massive undertaking to capture the current state of CX as a discipline. The post Are Your Surveys a Crutch or a Tool?

57 Customer Satisfaction Survey Questions To Ask For Better Feedback

Aquire

Asking the right customer satisfaction survey questions can tell you much more than whether your customers are simply satisfied or dissatisfied. They also help dictate the customer journey by showing you exactly what your customers want from you — as well as what they don’t.

The Number One Customer Service Strategy

Shep Hyken

We just released our annual customer service research where we surveyed more than 1,000 consumers and asked what customer service experiences are most likely to cause you to come back. Customers want the basics before anything else. .

Amazing Business Radio: Joe Jorczak

Shep Hyken

How to Make It Easy for Customers to Find Answers. They discuss how customers, support teams, and support leaders can utilize the power of search to create a great user experience. ” Most brands don’t make it easy for customers to find answers.

AI 57

Amazing Business Radio: Dave Carruthers

Shep Hyken

The Voice of the Customer. Using Feedback to Drive Change in the Customer Experience. Shep Hyken interviews Dave Carruthers, CEO at Voxpopme , a company that redefines the possibilities of video for market research and customer feedback. When is the right time to send a survey?

VOC 55

Is Customer Experience a Missed Opportunity?

Heart of the Customer

My immediate answer to this is no – there’s a ton of good work happening to improve customers’ experience. Unfortunately, if you read surveys about the current state of the customer experience, you may come away with a different […]. The post Is Customer Experience a Missed Opportunity? appeared first on Heart of the Customer. But that’s a qualitative response, informed largely by the great work I see our clients doing.

How to Get Valuable Customer Feedback via Email: 6 Ideas to Follow

Provide Support

Unlike in-person or telephone interviews, email surveys can reach larger numbers of customers in a shorter period of time. Unfortunately, metrics can’t give you a full picture and tell you everything about the product-market fit, customer satisfaction, and expectations.

How to Write a Really Bad Survey

PeopleMetrics

I have been writing and taking surveys for 30+ years. And when I first started writing surveys, I wrote my fair share of bad ones too. Today, there are more surveys sent out than ever before. In this blog post, I'm going to tell you 3 surefire ways to write a really bad survey.

CEM 68

Stop Bribing Your Employees for Good NPS Scores

Heart of the Customer

We’re early in Customer Experience (CX) capability development, and I absolutely love it! Some actually hinder the goal of improved CX – to create loyal customers who love […]. The post Stop Bribing Your Employees for Good NPS Scores appeared first on Heart of the Customer. We’re discovering the best practices that our successors will take for granted; “of course that’s how you do it.” Unfortunately, being in this early stage means that some “best practices” aren’t.

NPS 69

Earn Positive Survey Results! Don’t Beg for Survey Scores

Customer Bliss

After it’s played, you will receive a survey and I really need you to give me a ten. It might if you’ve ever been in the back of a ride-share app or you’ve engaged with a customer service agent. With the ubiquity of mobile devices, instantaneous surveys are on the rise. Whether it’s in-app, on-screen, via text or email, your customers are getting more surveys than ever before. When Surveys Tell a Skewed Story.

CX 69

Your Open-Ended Survey Questions are Missing One Thing!

InteractionMetrics

Does your customer feedback include open-ended survey questions? Since you’ve taken the trouble to write open-ended survey questions, you know that verbatim comments are where the meaning lies; they are your survey ‘gold.’ Another example is a client’s NPS survey.

NPS 52

Growing Leadership Listening Skills With 6 CX Recipes

Customer Bliss

Optimizing customer feedback is one of the most straightforward ways to gain momentum for customer focus. You don’t need to spend millions on a “satisfaction” survey. You only need to engage active leadership listening and direct the organization to hear your customers’ stories. Leadership will be able to understand customers’ lives with a connection to customer behavior and growth, as well as to the data.

CX 54

3 Big Mistakes a Gift Basket Co. Made in their Satisfaction Survey

InteractionMetrics

It’s practically a given that every company will issue a customer satisfaction survey, but the old way of doing things isn’t working anymore. Customers are fed up with long surveys full of questions that don’t apply to them, and their responses to these surveys end up as useless numbers that don’t represent the actual customer experience. They used deceiving language to describe the survey. Be honest and respect your customers’ time.

New Wisdom for Voice of the Customer

ClearAction

New Wisdom for Voice of the Customer. Voice-of-the-Customer is central to most customer experience strategies. Find out what the customer thinks and increase the number of voices in favor of your brand. The excitement of hearing from the customer is usually high, at least the first couple of rounds. Divert Funds from Fixes to Value-Creation: The New Wisdom approach allows your company to prevent recurrence of issues for your entire customer base.