Placement of Survey Questions

MaritzCX

This is an article written by MaritzCX in which the nature of survey questions are examined and connections to business results are illustrated.

Survey 260

How customer intelligence software helps companies fight the survey epidemic

Vision Critical

Jon Reed, the co-founder of the website diginomica , is sick and tired of surveys. Every customer interaction, no matter how trivial, triggers a survey,” he grumbles in a recently published article. “If Why are ad-hoc surveys everywhere? The result of the survey epidemic?

Survey 188

Bad CX Surveys? Not With This Checklist!

Forrester's Customer Insights

CX surveys are the butt of jokes in dinner party conversations and comedy sketches. On social media, people gleefully tweet examples of surveys gone wrong. Just type the three words CX, survey, and fail into a Twitter search… But this is no laughing matter if you are in a CX role.

Survey 121

Will Text Messaging Surveys Replace Traditional Surveys?

Ann Michaels and Associates

Probably not in the near future, but they can be a beneficial supplement to your current survey strategy. Text messaging appears to be a useful way to contact survey respondents, particularly those who tend to have lower response rates with traditional survey methods, such as young adults.

5 Customer Feedback Hacks: Going Beyond the Surveys

360Connext

But while asking a few basic questions in a monthly survey might help, it’s not enough to help you really understand your customers’ needs. The post 5 Customer Feedback Hacks: Going Beyond the Surveys appeared first on Customer Experience Consulting.

Surveys Results are Great, but What About the “Untold” Feedback?

360Connext

Consistently gathering customer feedback is a great way to see patterns around satisfaction, loyalty and other key performance indicators, but some of the most valuable information hides beyond typical survey results. Blog Customer Experience analytics feedback linkedin surveys

How to Create Successful Customer Feedback Surveys

inContact

Anyone can design a customer feedback survey. Simply collect the questions from everyone who wants to know about your customers, build the survey, and wait for the results. Initial Impressions: You want to make the entire survey process easy for your customer.

5 Ways to Guard Against Survey Manipulation

MaritzCX

Do you know how to guard against survey manipulation? I’ve been in the automotive industry for some time and concerns about dealership attempts to interfere with the customer satisfaction measurement process have been around for a long time as well, but lately they seem to be intensifying.

Survey 326

How to Create the Perfect Customer Satisfaction Survey: Questions, Tips & Templates

Comm100

That is why you need to consider ways of getting feedback from your customers through effective customer satisfaction surveys. 5 Top Benefits of Customer Satisfaction Surveys. How to Create Effective Customer Satisfaction Surveys. How Often Will You Run Surveys?

26 Actionable Tips to Improve Your NPS Survey Response Rate

Retently

This article provides a list of actionable tips to improve your email survey response rates. Although it was written with Net Promoter Score© in mind, it is applicable to any customer satisfaction – CSAT, CES, regular multiple choice surveys, etc. Survey template personalization.

NPS 107

5 Ways to Guard Against Survey Manipulation

MaritzCX

Do you know how to guard against survey manipulation? I’ve been in the automotive industry for some time and concerns about dealership attempts to interfere with the customer satisfaction measurement process have been around for a long time as well, but lately they seem to be intensifying.

Survey 260

Are Point-of-Sale Surveys Pointless?

GetFeedback

However, most are stuck using outdated feedback methods (think receipt questionnaires and kiosk surveys) designed to collect mass feedback rather than reveal key customer experience issues. Generic and impersonal, these point-of-sale surveys do a poor job of uncovering meaningful insights. In order to truly understand customer sentiment, retailers need to adopt more personalized survey methods that get to the heart of the customer’s experience. Online Surveys

Your Quest for Survey Data May Be Hurting Your Company

Heart of the Customer

Whether we’re talking Net Promoter Score, Customer Effort Score, or good old customer satisfaction, survey metrics give us something to share with […]. The post Your Quest for Survey Data May Be Hurting Your Company appeared first on Heart of the Customer.

Survey Says

MaritzCX

Michael Allenson just launched his first in a series of monthly articles for Survey Magazine. His column “Survey Says” features CEBenchmarks–a new approach to gathering benchmark data for customer experience research. To kick it off, Michael questions: Do consumers from different economic standing, different life situations, etc. have different expectations of the companies they do business. View Article. General

Survey 200

Survey Says

MaritzCX

Michael Allenson just launched his first in a series of monthly articles for Survey Magazine. His column “Survey Says” features CEBenchmarks–a new approach to gathering benchmark data for customer experience research. To kick it off, Michael questions: Do consumers from different economic standing, different life situations, etc. have different expectations of the companies they do business. View Article

Survey 200

Survey Says

MaritzCX

Michael Allenson just launched his first in a series of monthly articles for Survey Magazine. His column “Survey Says” features CEBenchmarks–a new approach to gathering benchmark data for customer experience research. To kick it off, Michael questions: Do consumers from different economic standing, different life situations, etc. have different expectations of the companies they do business. View Article

Survey 200

How Customer Satisfaction Surveys Yield Bogus Results

360Connext

Satisfaction surveys are important to capture customer feedback in a logical and objective way, right? That’s the idea, unless the survey is the result of an aggressive salesperson coaching the customer.

Survey 175

4 ways to increase customer service survey response rates

Syngro

Last month we talked about survey fatigue and how to produce a well-designed survey that’ll allow you to get the most actionable information with little effort from the respondents. Surveying in customer service is a must as there’s much to learn from a customer service interaction.

Survey 181

Survey Mid-Point Labels? Choose Wisely

MaritzCX

One of the more important decisions in survey research is the construction of the response scale. Researchers must make a number of decisions, such as: Should the scale be 5, 7, 10 or 11 points? Should it be unipolar or bipolar? Is it balanced?

Survey 260

Improving Survey Response Rates Through Incentives

MaritzCX

From time to time customer experience managers will hear the following questions from their internal clients: “Is our response rate too low?”; “What can we do to increase our response rate?” or; “Should we provide an incentive for people to respond?”

Survey 283

How to Drive Conversions with Pre-Sales Surveys

GetFeedback

How to Improve Lead Quality with Pre-Sales Surveys. Pre-sales surveys help you do just that. Here are a few ways you can integrate surveys into your pre-sales process. Add website surveys to your top conversion pages. Surveys aren’t just for feedback.

Behavioral Economics Explains Why Your Surveys are Flawed 

Heart of the Customer

Yet, one of his findings shows why many surveys – as well as quite […]. The post Behavioral Economics Explains Why Your Surveys are Flawed appeared first on Heart of the Customer. Customer Experience Customer Experience Surveys

Survey 101

Why You Should Use Cascading Questions in Your Surveys

CustomerGauge

Gone are the days of standardized “one-fits-all” survey questions. If you want accurate, plentiful feedback, you need to ensure your surveys are short, sweet, to the point and frequent. The post Why You Should Use Cascading Questions in Your Surveys appeared first on CustomerGauge.

Survey 107

5 Ways to Keep Survey Respondents Engaged

QuestionPro Audience

Surveys are powerful tools that businesses rely on to learn the motivations of consumers and gain insight into their feelings towards brands. It is important to keep survey respondents engaged in order to ensure a positive experience for both parties involved.

How to Create a Balanced Survey

MaritzCX

Companies do not consciously ignore customers in the survey process. It would be natural to assume that companies which invest in customer experience measurement (CEM) would put customer preferences at the top of the list, but this is not always the case.

Survey 260

How to Create a Balanced Survey

MaritzCX

Companies do not consciously ignore customers in the survey process. It would be natural to assume that companies which invest in customer experience measurement (CEM) would put customer preferences at the top of the list, but this is not always the case.

Survey 260

Should You Use NPS For Your Exit Survey?

Retently

Used properly, Net Promoter Score surveys can serve as highly effective tools for learning more about the perception of your product, service or business as a whole, letting you use the unlocked data to drive improvements. NPS Surveys Are Short and Perfect for Departing Customers.

NPS 116

5 Best Practices for Effective Customer Satisfaction (CSAT) Surveys

inContact

Customer satisfaction (CSAT) surveys notoriously have a rather low participation rate. Most surveys fail to respect the customer’s time when required to hang on at the end of an interaction and then go through an unknown number of questions delivering no obvious benefit to the customer.

4 Keys to an Effective Customer Survey

GetFeedback

A customer survey can reveal countless ways to improve your business. But too often, businesses miss out on insights because they’re sending so-so surveys. Here are 4 foolproof ways to unlock powerful customer feedback through smarter surveys. Pick the right customer survey metric. What are you trying to achieve with your customer survey? Using survey logic , you can present respondents with different follow-up questions based on the score they give you.

Do You Employ Actionability Thinking in Survey Design?

CX Journey

Today's post is a slightly-updated version of one I originally published on Compellon 's blog on January 25, 2017, which is a largely-modified version of a very-popular post I wrote on CX Journey™ five years ago titled 22 Tips for Survey Design.

Survey 162

Know Your Survey: Voice of Customer and Market Research

CustomerGauge

We’re thrilled to announce the release of our 2017 NPS® and CX Benchmark Survey, made in collaboration with MIT CISR! This week it’s all about surveys. The post Know Your Survey: Voice of Customer and Market Research appeared first on CustomerGauge.

How To Write Customer Experience Surveys

Amity

Although other methods of interaction get more attention, the tried and true customer experience survey can get you the information you need most. What should be included in a customer experience survey? Every customer experience survey should give you more data to quantify.

Survey 102

Improving Survey Response Rates Through Incentives

MaritzCX

From time to time customer experience managers will hear the following questions from their internal clients: “Is our response rate too low?”; “What can we do to increase our response rate?” or; “Should we provide an incentive for people to respond?”

Survey 260

4 Mistakes You Must Avoid with Customer Feedback Surveys

Kayako

Viktor Magic will teach why it’s important to ace your next customer feedback survey and which mistakes to avoid. Surveys come in all shapes and sizes. But because all these teams rely on surveys, it’s vital to be surveying customers correctly. Surveying too often.

How To Craft Helpful B2B Customer Satisfaction Survey Questions

Comm100

This is where a B2B customer satisfaction survey comes into the picture. However, to get the most out of your survey, which is an investment, you need to get a few things right. Here are some of the factors you want to make sure are in order in your survey.

B2B 156

Customer Satisfaction Surveys… and Why You Should Care

Feedback

A week later, my agent e-mailed me a customer satisfaction survey to fill out. Yes, he wanted feedback and a filled-out survey back, but it nevertheless made me feel connected to his agency. Customer satisfaction surveys help companies deliver better experiences.

Survey 130

[Case Study] Iron Mountain Doubles NPS? Survey Response Rates

Genroe

Iron Mountain doubled NPS survey response rates with two simple changes to their survey invite. Survey Response Rates appeared first on Genroe. Best Practices Case Studies and Statistics NPS PP: Survey Response RatesIn doing so they increased internal confidence in their analysis and internal engagement with the feedback process overall. First, they changed the email invite “from” name to a real person, not a department.

Persuasive Survey Design

MaritzCX

While browsing entertainment options on a 10-hour trans-Atlantic flight, I spotted a “feedback survey." Unfortunately, the feedback process quickly went downhill with too many clicks, questions I did not understand, and a lengthy feedback form.

Survey 260

Persuasive Survey Design

MaritzCX

While browsing entertainment options on a 10-hour trans-Atlantic flight, I spotted a “feedback survey." Unfortunately, the feedback process quickly went downhill with too many clicks, questions I did not understand, and a lengthy feedback form.

Survey 260

Giving Employees a Voice with Internal Customer Satisfaction Survey Questions

Comm100

In fact, Gallup’s survey of Fortune 500 Companies to determine the happiest workplaces found that in the top quartile, businesses saw: 22% higher profitability. However, employee surveys should be done correctly if you want to gain enough relevant information without coercion or bias.