Know How to Reach Your Customers! Learn How to Deploy Your Customer Satisfaction Survey
Every company is different. Each offers unique products, services, and information through a multitude of mediums. The one thing you can be sure of: all organizations can benefit from client feedback. Here at FluidSurveys, we pride ourselves on our product’s dynamic and exhaustive list of options to deploy surveys. It has been a long time focus of FluidSurveys to ensure that no matter the customer base or contact methods, a company will be able to use our survey tool to easily gather feedback. We also understand that it is sometimes tough for people to know which deployment method is best for them. In this article, we will go over the strengths and weaknesses of each deployment method and the organizations they are most useful for.
Talk to Me! -Getting Your Customers to Respond
How you collect responses from your customers should depend on how your customers interact with your organization. For example, if you run an online business and it is unlikely that a customer has ever physically visited your location, then you might have a different strategy than a restaurant or hardware store that has a constant stream of visitors to their physical workplace. Here are several common deployment methods and the different companies that could make use of them:
Email: If a company already has the email address of all customers and clients, emailing the survey URL to respondents is usually the best way to ensure high response rates. This is a fixed list form of surveying that allows the researcher to identify each response based on the email of the respondents. It also has a higher average response rate than most alternative methods of data collection because the email directly targets customers while they are online, allowing them to respond to the survey at their convenience. Making email invites even better are the features available on the built-in FluidSurveys invite tool, allowing users to personalize email invites and provide unique survey links.
Usually, the companies that can make use of email list surveying are software or business-to-business orientated and record contact information from their clients before providing their service. If you would like insights on how to structure your email message to increase response rates check out this article, “Get the Most Out of Your Survey.”
Embedded On Website: Embedding a survey on the company website allows visitors to freely fill out the survey on their own time. Often used by companies with high website traffic, embedded surveys ensure the incorporation of the company’s brand and credibility, because it is already a part of the website. The one drawback to embedded surveys is its passive nature. Most of the responses will be from customers who have gone out of their way to provide feedback, which means they will most likely be either very happy or very unhappy with the organization’s product or services. To collect responses from a broader range of customers, try using incentives and advertising the webpage address through other venues (receipts, videos, employee-customer interactions, etc).
Pop-ups: Like embedded surveys, pop-up surveys target visitors to a website and therefore are best used by organizations with high website traffic. However, by “popping” onto the customers’ screen, the pop-up gives a more intrusive call to action that the visitor must answer or close to continue viewing the site. Though this strategy may entice more responses than embedding a survey, it can be seen as annoying and have a negative effect on a website’s traffic or the website’s navigation experience.
Link on Receipt: Survey links on receipts are more commonly used in restaurants and stores that the customer must physically interact with an employee. This form of surveying requires the customer to hold onto the receipt until they return home and use the invite link written on the receipt to fill out the survey. Unfortunately, most customers do not care enough to remember the survey invitation on a receipt hours later. This is why it is smart to use this strategy paired with an incentive.
One interesting way companies have revolutionized this form of surveying is through the use of QR codes. This is a scan-able icon left on the end of a receipt that customers can use to access and respond to a survey immediately on their mobile device. This increases response rates and makes for more accurate information as customers can respond while their interaction with the company is fresh in their minds. Remember to make sure your survey is mobile compatible before using QR codes to gather information. It is also a good idea to also include a survey link for those people who do not have a smartphone but still want to participate.
Tablet or Kiosk Intercepts: This method of data collection is used by companies that interact with their customers on location. Instead of providing a survey link for the customer to respond to later, they have the customer use a company tablet or computer device to provide information on site. Usually, this method is used by progressive or technologically forward companies that have several tablets or kiosk computers for customers to use.
Like the pop-up, this is a stronger call to action than an email or embedding survey because the response is directly requested on the spot. What’s more, the information collected is usually more accurate because the responses are given while the customer’s visit is still fresh in their mind. FluidSurveys’s offers a wide range of Kiosk modes and mobile options, click here to learn more!
3…2…1 Lift Off -Time to Launch Your Survey
Your survey is built and you have picked your deployment method. You are now ready to launch your survey and start collecting responses that will lead to the precious data you need to push your organization to the next level! Don’t have a FluidSurvey’s account yet? Visit our pricing page to get started today!
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