How To Get Survey Completion Rates of Over 80%?
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You can work on your business strategy endlessly, and if there is one thing you can be sure of, it is that you’ll have to change your company strategy at some point. No strategy should be set in stone, unless you want to kill your company – which I strongly believe you work very hard not to do. A business strategy is usually built around a set of hypotheses, some of which will be valid, while others will be erroneous. It’s common knowledge that surveys are an unbeatable way to quickly validate hypotheses about your audience. Sometimes they’ll validate your...
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Read more4 Ways Social Media Reviews Can Help You Improve Customer Experience
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Read more10 Survey Ideas to Help you Make Better Business Decisions
Information is power. And I mean verified information, not assumptions. Too frequently we base our decisions on our own beliefs, which lead to mistakes. We think about what WE like and what WE would do, but the truth is, it doesn’t work this way. People are different – including your customers, prospects, and leads; they don’t think exactly the same way you do (shame). So how do you figure out what your customers/leads/readers what? You can ask them in a survey– plain and simple. Today we’re bringing you 10 survey ideas which you can draw inspiration from. A Simple Survey Definition In case...
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Read moreHow to Combine Questions to Create a Killer Survey?
Crafting an effective survey requires finesse. While running a survey is not rocket science, getting good quality results from it – is. You need to decide what type of survey questions to include, in fact, a well-designed survey includes a combination of different question types. So if up until now you’ve lived in blissful unawareness thinking there only are 2 types of survey questions: open-ended and closed-ended, you’re about to get enlightened :) Why should you use different types of survey questions? Answering a survey will always require an effort from your respondent. No matter how long or short it is,...
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Read more6 Powerful Tactics to Win Your Fight with Customer Churn
What is the biggest nightmare that most online businesses face? If you’re thinking customer churn then you’re right. Without managing churn it’s very difficult to grow. According to Bain & Company, a 5% improvement in customer retention can boost profits by 25–95%. What does it mean? That you should invest your time, energy (and money) in developing customer retention strategies to reduce customer churn. Before we move forward, let’s begin with a customer churn definition. Customer churn definition – what is it exactly? Customer churn occurs when your customer or subscriber stops using your product or service within a specific time period....
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While the old English saying is true about how asking too many questions can turn ugly in certain areas of life, being inquisitive about your audience is key to an effective customer experience strategy. Still, it’s important to be equally attentive to trends and changes in audience behavior, as it is to determine a cohesive survey design approach. So, how do you, as a marketer or user researcher, find the golden mean between structure and constant adjustment? I’m going to show you how understanding the fundamentals of survey methodology can boost the quality and relevance of your feedback collection strategy. You’ll learn how...
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Read moreWhat is a Longitudinal Study? Choosing the Best Research Method
Early on in your survey design endeavours, you may find yourself feeling the usual mix of anticipation and confusion that accompanies entering unknown territory. Sooner or later, your research ends with an avalanche of feedback-related buzzwords and terms. Open-ended and closed-ended questions. NPS and CSAT metrics. Cross-sectional and longitudinal study. How can you find your way around, and which of the terms actually matter to a survey newbie? The short answer is – all of the above, but at various points of your survey design education. Before you read about specific customer metrics or question types, it’s important that you befriend two major...
Read moreA Step-by-Step Survey Design Checklist
Ever heard of Ben Horowitz’s famous silver and lead bullet story? Well, it’s as accurate for survey design, as it was for the famous Netscape v. Microsoft server battle. While there’s no magical, silver means to strike home with your feedback collection effortlessly, there is a silver lining: The wealth of wisdom you can learn from. In the checklist below, we’re going to provide you with a solid handful of lead bullets for the most important strategic areas of survey design. We’re going to present the pros and cons behind the most strategic feedback collection decisions, and share our survey design...
Read moreA Guide to Survey Data Analysis: How to Uncover Customer Insights
If you’re reading this post, it’s likely that you’ve just succeeded at gathering a substantial amount of feedback from your audience. Nicely done! Still, you’re not exactly popping champagne bottles yet, are you? Right after the initial joy of observing rising response rates and seeing how the “total responses” counter quickly shifts from two to three, and on to four digits, you start asking yourself: This is great, but how do I actually analyze this data so that it’s useful? It’s one thing to work your fingers to the bone to nail down the best feedback practices and choose from a variety...
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Read moreSurvey Subject Lines – How to Increase Your Survey Response Rate
Are you planning to email a survey, but writing the subject line is holding you back? Do you fear that any email subject lines you’d come up with would fail to engage your audience? I’m not surprised. 35% of recipients open emails based on the subject line alone, after all. So, it’s safe to assume the success of your email survey and its response rate depend on your ability to write catchy subject lines. Which, we can both agree, is not a small feat. Luckily, in this post, you’ll discover how to overcome it. You’ll learn what factors make engaging survey...
Read moreGuide to Mobile App Surveys
Mobile app development is a tricky process. It is costly and time-consuming and requires proper planning, testing, and marketing strategies. Hours poured in the development and testing of an app are always going to be insufficient, and at early stages, updates and fixes are going to be rolled frequently. Even the most extensive testing will often not account for the end users older device, compatibility with other systems and permissions, or just plain system errors. And when that negative feedback from users will eventually reach you, it will do so in the most natural way for the user, but the...
Read moreHow to Use Surveys to Outsmart the Competition with Campaigns in Drip
How to outsmart the competition with campaigns in Drip? The results of the annual study conducted by Evergage in 2017 prove: “96% of the respondents believe that personalization helps advance customer relationships and that their prospects and customers expect a personalized experience (88%). Yet, only 45% agree that marketers are getting personalization right”. The old way of thinking seems to be the main reason for such a dissonance. That is the reason why it is crucial to apply personalization to the automated processes. Isn’t personalization a total opposite of automation? You ask. Not necessarily. Actually, those two are sometimes called “The...
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Even though CS is very commonly mistaken for Customer Support, it’s much more than that. Customer Success is about supporting the customer on various levels for them to achieve their goals. It’s a win-win situation. Furthermore, what may be even more important, we should always have in mind that it has been proven many times that the best marketing is word of mouth. Excellent Customer Success provided to the current customers creates more leads. It’s simple as that. I’m sure here comes the next question: “But if we don’t know anything about CS, how could we implement it?” We’ve got you covered....
Read more20 The Best Website Survey Questions
Website surveys are a popular method of collecting feedback that allows you to ask your visitors questions and collect their feedback. The key to a successful survey is asking the right questions in the right moment - then visitors are more likely to participate and share their thoughts. If you don’t know what question to ask, take a look at this list of 20 website survey questions which are the most popular with Survicate users. What was your first impression when you entered the website? The first impression matters. A website of a bank should be trustworthy. A website of a fashion...
Read moreEverything you need to know about website exit surveys
Website exit survey is a survey that appears when a visitors is about to leave the website. Here’s an example of such survey. There are 2 basic ways of detecting exit intent - when a person moves the cursor above a certain line (for Survicate, it’s 20px below the top of the page) or based on mouse movements - when a person moves the mouse quickly to the top of the page they are usually about to exit. They are not 100% reliable but they work well enough not to disturb visitors and trigger surveys when people are really about...
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SAAS with 30+ employees Survicate customer since: October 2017 Survicate features used: Intercom Integration Email surveys With only one Survicate Survey sent using Intercom, Logojoy is able to collect a vast amount of feedback that benefits the company's rapid growth. Logojoy is an online logo maker created in response to the time-consuming process entrepreneurs go through when creating a logo. This cutting-edge solution cuts the time and costs needed to get the perfect design by using AI to generate custom logos. Michael Irvine, Head of Marketing, turned to Survicate when they encountered a friction point in their customer journey. “Survicate helped us identify why customers don't purchase...
Read more5 Crucial Customer Satisfaction Metrics
Customer satisfaction – once a buzzword, now a standard. Not to measure it, is just like asking your clients to unsubscribe from your service. Customer satisfaction became one of the most important factors deciding whether a particular company is successful or not. To know if you’re on the right track to provide the best Customer experience, it is crucial to measure your efforts and optimize your performance. We found 5 Customer satisfaction metrics which you should apply to your strategy to deliver the best results for your Customer service, especially in SaaS companies. Why to even bother? There are various reasons for...
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Read more5 Reasons Why Customer Satisfaction Is Important
You should never ignore the importance of customer satisfaction. There are dozens of factors contributing to the success (or failure) of a business, customer satisfaction is one of them. It's important to track this factor and work on improving it in order to make your customers more loyal and eventually turn them into brand ambassadors. If you don’t care about customers' satisfaction, don't expect them to care about your services or products. Sad, but true. The sooner you face it, the better you'll perform. High-standard customer service can win your clients' hearts and make you recognizable within your target group. Nowadays...
Read more20 Most Popular Customer Satisfaction Survey Questions
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