CUSTOMER SURVEYS:- Know Your Brand Through Your Customers

“High levels of customer satisfaction are strong predictors of customers and clients retention, loyalty and product purchase.”
 

(Qualtrics)

When business owners include the true opinion of customers in their big business decisions then they are able to determine better future strategies for growth. The best form of asking for views and feedback from customers is by creating customer surveys. Let us simply understand some of the basics of surveys and how they benefit the business overall.

What are customer surveys?

Let us understand its meaning through some examples of customer surveys:

An IT company created a survey for its customers asking them to rate their experience on the website the company-

These are some of the customer feedback questions where the customer can rate their experience simply by clicking on the number they want to give to the website segments of the company. 

Customer surveys are a set of specified questions to gather a piece of particular information about the business through its customers. Generally, organizations create such surveys to collect more information from the real-time users who will not only share required information but also their experience with the product. Hence, the customer feedback questions must be created very precisely and keep the factor of ‘making it clickable’ to gather more and more results. 

A survey is a very direct prospect of asking for honest reviews of the customers and that too, in a very simplified way. There are easy sets of questions asking about different aspects of the organization like customer opinion, what the customer wants in the organization, issues regarding the product, etc. Nowadays, most organizations create online customer surveys as technology has simplified the process of creating and sending customer surveys on email Ids and their social media channels. 

Why are customer surveys so impactful for the business?

If a business wants to make genuine and long-term growth in its industry then it has to prioritize customers and their opinions.Big organizations like Amazon believe that the best customer service is if the customer does not need to talk to the organization about his/her needs, they get just fulfilled easily.Bill Gates, the co-founder of Microsoft, says that the most unhappy customer is thegreatest source of learningfor the organization.

These words of big business tycoons explain that if a customer is dependent on the company to satisfy its needs then the company is also dependent on the customer to measure its growth and formulate future strategies. Customers form the most integral part in not only growing but also ranking the business by sharing their valuable experiences. 

So, it is the responsibility of the business owners to know what their customers feel about their company’s services and products and bring those changes in the organization that the customers want to see. 

How do customer surveys work?

A customer survey can be used for many different purposes, some of the highlightingcustomer survey examplesare:-

• Customer opinion surveys
• Customer satisfaction level through ratings
• Review of the marketing campaign
• Changes that customers want
• Customers' preferences about the cost of the product
• Material preference for the product
• Issues in the product or service 

AND SO ON………

Creating online customer surveys has become very quick and easy today with the advancement oftechnology.One can share the surveys through email, social media handles, and WhatsApp also. Since the format of customer surveys is very straightforward, people tend to fill the survey forms if it is not too lengthy!!

How do surveys help businesses?

There are manycustomer survey companiesthat provide amazing templates to create surveys and provide unlimited options to design them with ease. Rannkly is also one of the growing social media management and reputation management organizations that help different businesses to engage with their customers. One method of doing so is creating survey forms and asking the customers about their experiences. Let’s see how this process is helpful for businesses. 

1. INSIGHTS INTO THE CUSTOMER EXPERIENCE

One of the most importantbenefits of customer surveysis that it gives the required information about the customer experience. The organization can put any of the required questions in the survey form and extract the information for future purposes.

2. CUSTOMER RETENTION THROUGH THEIR FEEDBACK

When the customer realizes that their opinion is valued and the organization is making decisions on the basis of the feedback given by him/her, it generates a positive impact in the mind of customers and makes them use the services again and again. 

3. MAKE HAPPY CUSTOMERS YOUR BRAND AMBASSADOR

Try to serve your customers so satisfactorily that they not only fill the survey forms happily but also advocate your brand wherever they go. You can also ask them for user-generated content and promote such a piece of content on your platforms. 

4. AVOID PROBLEMS IN FUTURE

By finding out the issues of the customers through surveys, the organization must solve that issue immediately so that other customers don’t face the same thing. This will help you avoid the same problems in the future and make the work smooth for the organization.

What to keep in mind while creating surveys?

So, while forming thecustomer feedback questionsfor the survey, the creator has to keep some points in mind. They are as follows:-

KEEP THE SURVEY FORM SHORT  

If the customer survey is simple and short then 74% of the people will definitely fill out the form and submit it. Formulate small questions that are clearly understandable for any person who is reading them.

CREATE CLOSE-ENDED QUESTIONS

Only 16% of people will answer open-ended questions in the surveys. Questions like- Describe your experience after joining this course in 100 words; are open-ended and need long descriptions and people usually tend to avoid such questions. People will easily answer questions that are based on rating the product, Yes/No questions, MCQs, etc. 

AVOID LEADING QUESTIONS

There must be very specific questions in the customer surveys. People avoid leading questions in which one question is repeating in itself, ex:- Our website has an excellent user interface, doesn't it? Ask straightforward questions from the customers so that they could answer them easily and quickly. 

HELP IN BUILDING BETTER FUTURE STRATEGIES

Through customer surveys, you can also ask them about what they expect from the organization. Accordingly, better strategies can be created for the future where there is also the contribution of the wellwishers (customers) of the organization.

What is to be avoided in creating good customer surveys?

Further, we will discuss some of the issues in the surveys that led the people to avoid filling it, and hence the completion rate is only 2%. But if such bad practices are avoided then the completion rate can reach up to 70%. Let us put those practices into your view:-

VERY LONG SURVEYS

They are the main reason behind less click rate and response rate on customer surveys. On average, it is suggested that there should not be more than 10-15 questions in the surveys. Surveys longer than this limit create a bad impact on the customers and they leave without completing the form.

REPETITIVE QUESTIONS IN THE SURVEY

Questions must not be repeated in the survey. If the same questions are asked from the customers in different ways then they will click your survey next time as people do not like such confusing stuff. There are certain details that are not to be asked by the organizations repeatedly like personal details, etc. This is also one of the factors that create a negative impact on the customers. 

ASKING VERY PERSONAL QUESTIONS

Surveys are about asking customers their experiences in order to generate some information that is helpful for the company in the future but if the questions are too personal then people do not trust such organizations and leave the survey incomplete. So make the survey as formal as possible and do not add such questions that make the customer provide his/her details in the survey.

A LOT OF SURVEYS IN A GO!!

Sending surveys to all the customers in one go can make the functioning of the organization a little haphazard. But if surveys are not sent then the organization will not be able to ask about the experience of the customers. This problem can be solved if the customers are divided into certain groups. The survey must be sent to different groups at different times so that there is no pressure of sending surveys to a large mass at a time.

Create customer surveys with Rannkly 

Rannkly is a centralized dashboard management system with various options to make the brands interact with their customers on a better level. They can request reviews from the customers and also respond to them with AI-driven technology. They also get the opportunity to engage with their customers by asking for their feedback or filling out survey forms. 

The organization can create any form of questions in the survey according to the information they want to derive. They can put up rating questions, Yes/No questions, Multiple choice questions, and even descriptive questions in the survey. They can also add questions based on the drop boxes for selection or simple tick-mark questions in the survey forms. 

In this way, any organization can benefit from the survey option available in Rannkly and also get other advanced features to build the reputation of their business.

Would you like to create your survey form? VisitRannkly for the complete process and details.