With the world continuing its march towards the digital space, data collection and information gathering have become both; easier and harder.
Is that an oxymoronic statement? – Yes.
Is it true? Also Yes.
Why is that so?
Because, while customers have embraced digital technologies to make collecting responses easier, they have become more aware and guarded about the information they are willing to share. So while companies have large target markets, they also have more competition for the information they want. And so, data collection has become both easier and harder.
Like the rest of the market, surveys too have come a long way from paper surveys handed out to each customer exiting a shop. Online survey maker have made sharing surveys and getting responses much easier than before. Their ease of use and versatility make it one of the most powerful tools in a businesses’ arsenal.
In this article, we’ll be taking a look at the different ways a Survey Maker tool can help your company.
1. Create a Net Promoter Survey
Companies rely on customer loyalty for their longevity. The longer a customer has an association with them, the more profit that customer brings to the company. This is why companies try their best to make sure that they retain their customers for as long as possible.
This is where the Net Promoter Score survey (NPS) comes in. Invented in 2004, NPS was called the “the one question you’ll ever need.” It is the industry-wide metric used to measure customer loyalty. The best part of it is that the whole metric is based on only one single question.
The question being:
“Would you recommend this product/service to your friend or colleague?”
The answering mechanism is also easy as the customers are divided into three categories on the basis of their response.
The categories being:
Promoters: They are customers who rate you between 9-10
Detractors: They are customers who rate you between 0-6
Passives: They are customers who rate you 7-8
The net promoter score is calculated by subtracting the percentage of promoters from the percentage of detractors. Online survey software provides you with a platform where all the responses to you NPS surveys are automatically recorded and classified. Not only are the responses recorded, they are also categorized based on predefined tags.
2. Create Customer Satisfaction Surveys
Customer satisfaction surveys are a measure of how happy or unhappy your customers are with your brand. While metrics like NPS and CES are measures of what the customer thinks about your brand in general, Customer satisfaction surveys can be about both, the product and the service.
Knowingly or unknowingly you’ve probably taken part in a number of customer satisfaction surveys already. The rating you provide after ever ride with an Uber or when you order in over the weekend are examples of Customer Satisfaction Surveys.
Customer satisfaction surveys are a great way of understanding customer sentiment about the services and products you provide. The fact that they do not take too long to solve means that they have higher response rates than other questionnaires.
3. Create CES Surveys
Customer Effort Score(CES) surveys are a measure of the effort put in by the customer when acquiring your product or services. Customer loyalty is based on many factors which cannot be quantified. One factor that can be quantified is the effort that customers have to put in.
Customers value convenience and so the easier it is for them to purchase from a brand, the more frequent their purchases with that brand get. As many experts have voiced out, sometimes it just comes down to the ease of use.
You can use survey maker software to create this type of survey. CES surveys are short surveys that are about 3-5 questions long. The main objective of the survey is to gain insight into the purchase and transactional phases of the customer life cycle.
4. Conduct Market Research Surveys
What makes two brands different?
Among the many factors, the one thing that makes a company stand out from the crowd and be a favorite among customers is market research .
Market research mainly deals with everything you need to know about your customers, right from customer demographics to how they will react to your product.
With in-depth market research, you get an insight into:
- What your customers want
- Where your brand can grow
- What speaks to your customers
- Who is interested in your product
Understanding all these aspects help you not only reach out to your customers but also customize your product to make it more acceptable and user-friendly.
But how does one do that?
That’s easy – surveys!
Embedding surveys on Facebook or Youtube is the most popular way to reach out to your customers.
The most common example is:
“Have you seen an ad promoting ABC brand on any social media platform?”
The survey answer is usually a yes/no and it takes a second to take feedback.
This helps you understand your:
- Reach
- Brand Awareness Rate
So, create the perfect survey and thoroughly do your market research to ensure you’re on the right track when it comes to making it big!
5. Conduct Employee Surveys
Employees are the cornerstone of any successful business. How engaged or satisfied an employee is with their job is directly reflected on their performance in the job. This is why it’s no surprise that employee experience is directly proportional to customer experience.
Employee surveys need not be limited only to employee satisfaction or employee engagement surveys. Employee surveys include employee evaluation surveys, employee recruitment and much more. Choosing the right employees for your organization be it for in-house teams or virtual teams.
Creating a screening process that can help you choose the best possible candidates is vital towards the long term success of your company. In a similar manner as it with customers, it is always easier to retain older employees than hire new ones. Surveys can help you understand employee sentiment and increase your employee retention rates.
6. Create Online Questionnaires for Students
Another way surveys can be used is as online questionnaires for students. Online questionnaire software helps you to get feedback from students regarding infrastructure, or teachers, or any other aspect is crucial to improve as an educational organization.
Among the different online questionnaire questions, you can ask students, a few of the important survey questions include:
- Do you find the school/university environment to be satisfactory?
- Do you sleep well over the weekends?
- Is your school/university premises clean and hygienic?
Taking feedback from students help you to improve your learning modules, understand student sentiment, and develop a better bond with your students. This is why student surveys are important for overall student development.
In Closing
Be it in a corporate office, an education set-up or a medical facility, communication is necessary between all channels. The communication is not limited to just the verbal exchange that occurs on a daily basis, the communication does and must include understanding the sentiment of all parties involved. Thus online questionnaire makers or survey makers are an important cog in the communication machine.
Irrespective of the industry that you cater to, make sure that communication channels remain open across all verticals. Have any other ways where you’ve used surveys effectively? Feel free to let us in on your ways in the comments below.
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