Getting high-quality data from your surveys starts with asking your customers the right questions. If your customers get confused, they’re more likely to drop out of the survey and keep a sour memory of your company, so you definitely don’t want that to happen. Don’t worry, keeping your customers happy and willing to give you...
Getting high-quality data from your surveys starts with asking your customers the right questions. If your customers get confused, they’re more likely to drop out of the survey and keep a sour memory of your company, so you definitely don’t want that to happen.
Don’t worry, keeping your customers happy and willing to give you some feedback isn’t that hard to pull off. Using a good approach when writing down your questions and a good time is the key to success.
Discover the best and worst times to survey your customers.
Here you will discover the 7 key points that will allow you to ask the right questions in your questionnaires.
Simplicity, accuracy, uniqueness, integrity, optionality, neutrality and balance are the seven points you need to keep in mind to get great feedback and not frustrate your customers.
1- Simplicity, get straight to the point
2- Precision, don’t make your visitors fight!
3- Singularity, it’s just the way to go
Are you asking one single question or a number of questions inside one question? There’s no better way to confuse and frustrate a respondent than by trying to fit several questions in one, stay cool.
4- Integrity, limit the effort of respondents
Do you give your respondents all the possible answer choices for the question you are asking? Try and provide a few answers and a free field to limit their effort.
5- Neutrality, do not pressure your visitors
Are your questions biased? You shouldn’t be trying to influence the answer of your respondent through your question.
6- Balance, responsive harmony is key
7- Optionality, skip the question
Nobody likes being forced into anything, so make sure you limit mandatory questions to the strict minimum that’s necessary, and give the option to skip it.
The Benefits of Asking the Right Questions on Your Questionnaires
Your visitors will find the survey nicer, more attractive and have a good understanding of what you’re asking them, which will minimize their effort.
The benefit for your business is collecting high value data, building a buyers profile, enriching your CRM and precise segmentation, as well as increasing your response rate.
The way you ask questions is important of course, but also under which form and at which moment you present your them. Skeepers’solution for instance, allows you to do so by collecting data from your customers and asking them ultra qualified and customized questions through.
You can ask them about their buying habits, the issues they have encountered, what stopped them from buying, their satisfaction level, etc.
Using smart surveys with well thought questions will enable you to deliver better customer experience, increase customer satisfaction, help you get positive word of mouth and reduce cart abandonment.