To start off, however, customer satisfaction surveys can benefit your business<\/a> in many ways:<\/p>\n Even so, no one wants to participate in an outdated customer feedback survey. Customers will feel like they’re wasting their time — or that you’re wasting their time! Plus, you\u2019ll end up collecting data that holds no value anymore, so you’re wasting your resources as well.<\/p>\n Don\u2019t assume that you can launch your survey and leave it unchanged in perpetuity. Instead think of your customer feedback surveys as living documents that you review, revise, and update frequently to continue gathering relevant information.<\/p>\n Not sure if your feedback tool has passed its expiration date? Here are five signs to look out for that tell you your survey has gone stale:<\/p>\n You\u2019re already battling customer disinterest in filling out feedback surveys. Why encourage customer dissatisfaction by asking the same old questions over and over again? Done right, a feedback tool can capture customer beliefs and motivators that drive action for your internal teams.<\/p>\n But if you aren\u2019t approaching the customer satisfaction survey first thinking hard about what you want to learn and why, you\u2019re going to get little ROI from your efforts. If you\u2019re simply collecting data to \u201cshow that you care,\u201d but haven\u2019t actually designed the survey to speak to a current need, customers will see through you.<\/p>\n Ideally, your survey must be simple and quick for the customer to consume. Plus, you\u2019ll be asking questions that are relevant to the customer\u2019s journey at that point in time.<\/p>\n Tip: Read our article on How to Solicit Customer Feedback<\/a><\/em> or find out in our User Guide how to set your survey expiration date<\/a>.<\/p>\n If that\u2019s the case, what was the point of your survey in the first place? You put in the time to determine a target audience<\/a>, craft the perfect questions, invite responses<\/a>, gather data, and then report it to the relevant stakeholders. Yet nothing is happening? For shame!<\/p>\n Your survey needs to be replaced if you\u2019re not getting actionable data from it. The whole idea is to act on what you learn<\/a>. Have a process in place to analyze the data and turn that information into insights that help you address weaknesses, provide better service, or pivot to better meet expectations.<\/p>\n Tip: Gathering the data is just the beginning. Ensure quality results and create compelling reports<\/a> to drive action.<\/p>\n Customer satisfaction surveys should be helping you pinpoint issues and identify areas of opportunity. This doesn\u2019t mean you want to cram your survey full of everyone\u2019s questions. You can\u2019t achieve every objective with one survey. Instead, you need to identify your priorities for that particular survey.<\/p>\n Don\u2019t keep asking people about an offering you no longer fully support when you could be gauging their interest in a new product you\u2019re developing instead. If you\u2019ve made a change in response to customer feedback, find out if that\u2019s having a positive impact. Ask about it!<\/p>\n Tip: Plan to review your surveys on a regular schedule and ensure that you have added survey topics reflecting the current state of your business<\/a>. Note, we\u2019re not saying you should be editing a live survey. That\u2019s usually not a good idea.<\/p>\n Wow. How long ago did you put that survey together? Ours is a digital world. People are walking around with small computers in their pockets. If you want to connect to your customers you need to offer them the ability to provide feedback via their smartphones.<\/p>\n As our own VP of Success Melissa Krut has said<\/a>, \u201cMaking surveys easily accessible on mobile platforms is absolutely crucial to engage more participants and collect better data.\u201d<\/p>\n Giving participants the ability to respond on their phones or tablets can also help you get actionable data more quickly. If that spa customer is asked immediately after leaving their service to fill out a survey, they are more likely to do so while the experience is fresh in their mind.<\/p>\n You will have planned your survey to launch at the right time to ask the right questions of the right group of people. You can\u2019t be surprised if that \u201cjust right\u201d targeting falters as time passes. When you leave a survey too long you also lose awareness and buzz around that feedback tool.<\/p>\n Another reason people don\u2019t respond to a survey? They don\u2019t see any value in doing so. If the survey feels familiar, or they don\u2019t see why it matters, customers won\u2019t finish supplying feedback. We\u2019ve said it before and undoubtedly will again, \u201cA well crafted survey is a work of art.<\/a>\u201d<\/p>\n Tip: Offer creative response choices that help inspire customers to complete the survey. Incentives can help, too.<\/p>\n\n
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<\/p>\n#1 You are asking the same questions over again<\/h2>\n
#2 You haven\u2019t made any changes based on feedback<\/h2>\n
![\"customer](\"https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2022\/03\/jon-tyson-vVSleEYPSGY-unsplash-1-1024x684.jpg\")
<\/p>\n#3 You are not asking anything about any changes you\u2019ve made or new products or services<\/h2>\n
#4 The survey isn\u2019t mobile friendly<\/h2>\n
#5 You response rate is declining<\/h2>\n
![\"customer](\"https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2022\/03\/pexels-vlada-karpovich-7154126-1024x682.jpg\")
<\/p>\nCustomer engagement and the feedback survey<\/h2>\n