Any company knows the importance of collecting data to make sure that their customers are happy.
Direct feedback is one of the best ways to do this, and how better to get that feedback than through surveys?
Another way is through social media, and you can also connect the two to get even more information.
Do’s and Don’ts of surveys and social media
As the article “How can you use surveys to enhance your company’s data game?” looks at, this is a great question and one many business owners are asking.
Surveys provide direct and immediate feedback, and you can compile the responses to enhance your own customer satisfaction.
When it comes to surveys, you do have some do’s and don’ts that you may want to follow to ensure you get the best and most accurate responses.
DO:
1. Ask relevant questions – No one wants to wonder why they are answering certain questions. Keep them relevant to the purchase, product and the experience.
2. Keep the survey short – Over five questions sort of loses the customer. If they even finish the survey, their answers may be less than accurate.
3. Reward the customer – Sure, people love talking about themselves so are often quite open to surveys, but it does take time and effort. At the end of the survey, include a coupon, promo or other discount. You can send it to them or have it at the ready. And be sure to say thank you!
4. Make it easy – The less hoops your customer has to go through, the more inclined they’ll be to answer your questions. That means making it friendly; easy to navigate and easy to understand.
5. Put it on social media – Often your customers are browsing your social media sites. Include your survey there.
6. Add your social media – Make it easy and worthwhile for customers to join your social media platforms after the completing the survey.
DON’T:
1. Don’t ask for information that isn’t relevant – Sure, if you are looking for demographic data, ask. But if it doesn’t matter, don’t bother with it. Keep your questions relevant to your goals.
2. Don’t make it long – After a while, your customers will tire of answering questions and quit the survey. Then you’ve lost their data and possibly their business.
3. Don’t forget to include space for free response – Even if it’s just one place at the end, leave some room for your customers to give unsolicited and open ended feedback. You can gain a lot of information this way that you may otherwise have missed.
4. Don’t call it a survey – Say you’d like to ask some questions or ask about the experience. People tend to balk from surveys.
5. Don’t hide your purpose – In other words, tell your customers why you’re asking these questions. Maybe it’s to make their next experience better or because you are creating a new frozen yogurt flavor and you want their input. Whatever it may be, don’t hide it.
With data collection, surveys are gold.
By combining clear, concise, friendly surveys with social media, you have the opportunity to really get to know your customers and give them what they want.
Photo credit: BigStockPhoto.com
from Darlene Milligan http://ift.tt/1Lzf0zq via transformational marketing
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