Today I'd like to discuss a topic that I believe is crucial in market research, and it's also the easiest way to increase the response rates of your online surveys . Every response is an opportunity not only to forge a partnership with a client, but also to uncover important insights and drive real improvements in the organization.
There are many recommendations, but today I would like to share with you five that I consider essential to avoid having your survey sent to the trash:
Quick survey
I recommend that you conduct the survey with your customers as soon as possible after the transaction has been made: If the purchase was short, it is ideal to conduct the survey within a few minutes so that you get fresh information; on the other hand, if the purchase is larger, do not exceed 24 hours because the survey will be a little longer. Being able to conduct a quick and easy survey increases the customer response rate, and this will help your team to receive first-line information and if a reaction decision must be made, all the more reason, the opportunity of the moment is ideal.
Don't overdo the survey
We agree that our customers' satisfaction should be evaluated for panama phone number various reasons: variety of products, the atmosphere of the store, attention received from our employees, schedules and many topics that will surely be of great interest for the development of your company. It is also very important that we cannot be surveying our customers daily, because this can become a double-edged sword that makes them go to the competition. For example: If you have a store, I recommend that you conduct a survey every 90 days, so that especially those who are your frequent customers (who come to your store more than once a week) do not get tired of your surveys.
But I also recommend another tactic: if you have a restaurant or, for example, a hotel, you can place a survey in QR code format on the tables in such a way that, without being intrusive, your client will decide whether to answer it or not.
Be precise
It is very important that the survey is personalized. There is nothing more unpleasant than answering generic surveys that do not really evaluate the customer's experience in your business. Another example: If you are a hair salon, you should ask questions that have to do with the services, products, attention, and the place where your client was served. On the other hand, if you are a hotel, it is important to evaluate the comfort of the rooms, the common areas of the hotel, whether the attention received by the cleaning staff was adequate, whether the temperature or cable programming on the TV is ideal. Do you understand the idea? That the person really answers you based on the experience they have had in your business.
This way you can get more concrete answers to design new strategies or simply apply corrective measures in time.
Respecting customer preferences
There are various survey formats: some longer than others, by phone, by email (as long as they have given you permission to use their personal data) , in person, online. Whatever you are going to use, you must always take into account the characteristics of your clients. Your main and only objective is that they respond, right? Well, to achieve this you must avoid at all costs making them feel uncomfortable to the point of unsubscribing, because you will have lost them forever.