An annoyed client just had a long call with your support expert – did it go well? A customer just bought the product they’d been eyeing for a while – are they really happy? Get feedback, follow up, and make your customers’ voice matter with customer experience (CX) surveys.
Sending out CX surveys at strategic times can help you capture insights and better understand your customers. On the other hand, a badly phrased survey can impact your data quality and reveal misleading insights.
Quick tips for better CX surveys
So, how can you get this right? For starters, following certain best practices can ensure you don’t make any easily avoidable mistakes. Here are a few to keep in mind:
1. Avoid double-barreled questions
First of all, what exactly are double-barreled questions? These are questions that are asking about two things, making it difficult for participants to respond accurately without an accompanying explanation.
For example, “Did you enjoy the food and beverages? A simple yes just wouldn’t suffice. Does that mean the guest liked the food or the beverages or both? What if they liked one but not the other? The results aren’t clear or useful..
This kind of issue comes up a lot when a survey designer is trying to get a lot of answers from only a small number of questions. A “quick five-question survey” can cause its own challenges if the questions are all double-barreled!
Instead, be very clear on the goal of each question specifically and split it up as needed to ensure you understand what the results mean.
2. Don’t lead your audience
When you’re looking to better understand the big little things, like customer satisfaction, it’s important to phrase the question correctly. Leading questions can skew the results, often giving you answers that ultimately don’t help with improvement.
What do we mean by this? Imagine someone asking you, “How happy are you with our wonderful product?”
This kind of phrasing introduces bias and may lead people to answer more positively than they intend — or to become annoyed!
Instead, a neutrally presented prompt (“Rate your level of satisfaction with our product.”) is more likely to result in honest answers – the results of which you can actually put to use and increase conversions.
3. Ask only what you need
Your customers are busy. Taking time out of their day to answer your questions requires additional effort that they don’t need to be taking. So don’t make it worse by asking more questions than are necessary.
Go through your survey and ask yourself if that’s a question you can do without — and if so, eliminate it. Make the survey as short as possible, and if it still feels like too much, try using incentives like discount codes and offers to make it worthwhile for your customers!
Creating the best customer experiences begins with building an open channel of communication. Here are a few more ways to improve your surveys and increase response rates.
By creating surveys right, you can really understand what’s working and what isn’t so that you can focus your efforts where it matters the most.
Need a little help getting started?
What’s so great about survey templates?
They are already created by professionals, can be customized to meet your needs, and simply make the process of building and launching a survey far more time-efficient. Already sounds like a good deal, doesn’t it?
There’s more! At Sogolytics, we have an extensive survey template bank, so you can always find a survey to meet your needs. Here are the top benefits of using our surveys:
Consistency is key:
Whether you’re sending out a survey for product feedback, service feedback, or for a case study request, it’s important to ensure that your surveys feel consistent. By opting for survey templates, this is a worry you needn’t have!
What’s more, when you’re sending out the same survey at periodic intervals to keep an eye on the trends and patterns that emerge, it’s crucial to ensure that the survey is relevant yet consistent. By using survey templates, this can be assured.
Best practices:
When you’re creating your own survey, you’ll have to pay a little more attention to ensure that you follow all the survey best practices.
However, when you start with a survey template, you can rest assured all the questions are designed with survey best practices in mind.
Whether it’s your CSAT, NPS, or any other survey, the professionals have your back!
Cost-effective:
With Sogolytics, you already have the best platform at your disposal. Survey templates just makes it easier for you to make the most of all our platform has to offer!
From live trainings and videos to user guides and resource materials, our client enablement is world class. Feeling stuck? Our 24×7 support team is ready to help!
Looking to create a custom CX survey instead?
But what happens when the survey template you’re looking for simply isn’t there? Or perhaps you have something else in mind, and would like to create your own survey – but without the effort?
We’ve thought of that, too! We have integrated with OpenAI to bring you to a survey platform on the cutting-edge of technology. Opt for “Create with AI” and you can prompt the survey you have in mind, and see it come to life. You can also add or remove the questions as it suits you, modify the question types, and more.
And then? Simply click generate, and you have a survey ready to go!
Are you ready to get started?
At Sogolytics, we believe in helping our clients achieve the very best results every time. That’s why we’ve worked with experts in the field to bring to you a wide array of survey templates to meet your every need.
Regardless of your field, you’ll likely find a template in our bank. And if that’s not up your alley, Create with AI will help you build surveys that hit the mark.
So, are you ready to begin asking all the right questions? Get started today, with Sogolytics!
