email surveys note the highest average completion rate of 74%.
Surveys are a great way to get accurate and honest customer feedback because they’re quick and easy to answer.In fact, HubSpot has recently asked its customers:
'How does your company actively listen to customers?'.
Four out of the five most popular answers involved using surveys.
The right survey software will allow you to run surveys across various channels like website, email, mobile app, chat, and link. How does this help?
Most importantly, you’ll reach customers where they are most engaged. If you’re getting a lot of traffic to your website and would like to ask about website feedback, you should go with website surveys.
For example, imagine a visitor is just about to leave your website. You’d like to know why. Easy! You could show them a subtle exit-intent survey that triggers only if someone wants to leave your page.
Website and in-product surveys are a great way to get accurate customer feedback. Why? Because you can target them to appear only to the relevant visitors and users. The available targeting options include:
Where visitors and users are: display on all pages, display on specific pages, domains, subdomains, regex
When surveys appear: exit intent, visit duration, scroll progress, event-triggered, and more
Who visitors and users are: sampling, traffic source, location, logged in status, device, cookies, and more
Surveys frequency: automated recurring surveys, display once per visit, once per visitor
When surveys start and stop: scheduled start & stop date, manual start & stop, a target number of responses
This makes website and web surveys the most convenient way of collecting feedback on a website.
Users usually expect email surveys to be short which is why you can get completion rates of up to 83%. If there’s more than one question in a survey, though, users will answer it in a new browser tab.
Alternatively, you can use link surveys. They’re great for sharing via social media, email, chat, or any other method. You just need to provide your respondents with a link to the survey, and that’s it!
Also, you can choose from over 18 native integrations with CRM, marketing automation, collaboration, and customer support tools.
It’s worth integrating email and link surveys with the tools you’re already using. As a result, you can trigger custom workflows based on the customer feedback you’ll get.
Remember: customer feedback is only as useful as you make it. To truly capitalize on customer feedback, you need to take action after receiving it. For example, when you get a high CSAT or NPS score, it’s worth asking the user for a positive review, testimonial, or case study.
For example, imagine you can get feedback on new designs and feature releases within your mobile app. Or discover new feature requests and prioritize product roadmap.In fact, you don’t have to imagine. You can achieve all these goals with mobile app surveys!
Most importantly, you can target mobile app surveys to appear only to the users that matter. This lets you collect customer feedback that’s actually valuable.
Suppose you want to ask the users how they like your mobile app after a recent update.
Of course, you won’t want to target those of your users who just installed your app. After all, they don’t know how the app worked before the update. So their opinion will be meaningless and it could skew your results.
That’s why you need to ask only the right users for feedback. And to help you with that, you can trigger mobile app surveys based on:
specific screens, events, users’ custom attributes or actions
show surveys only to a percentage of users meeting targeting rules (sampling)
Also, mobile app surveys don’t require leaving, relaunching, or updating the app. Talk about making it easy for users to provide feedback and offering a fatigue-free experience!
NET PROMOTER, NPS, AND THE NPS-RELATED EMOTICONS ARE REGISTERED U.S. TRADEMARKS, AND NET PROMOTER SCORE AND NET PROMOTER SYSTEM ARE SERVICE MARKS, OF BAIN & COMPANY, INC., SATMETRIX SYSTEMS, INC. AND FRED REICHHELD.