It is rare to see or answer a perfect survey because every customer feedback form is bound to have a mistake or two in them. More often than not, we pay no regard to it but sometimes these mistakes are so glaringly obvious, it’s hard not to ignore them. You might not be aware of it, but you might have already made these mistakes. In fact, they might be any of the five we’ve listed down below. Read on to see if you have made any of these errors.
Not a lot of people realize this, but grammar actually plays a big role in customer feedback. In this case, it does not matter whether you write your customer feedback in English or in your own vernacular, you have to make sure that the right words have been used in the write sentence structure. The last thing you want is for your customers to cringe while they are taking your survey. Have your survey proofread by at least two people, then re-check it to see that there are absolutely no spelling or grammatical errors.
Beating Around the Bush
It’s common to see demographic questions in surveys; in fact, it’s rare not to see them! Repeating the demographic questions is quite alright because you might only have an idea of your demographic reach and not have a specific list of their gender, age group, and the like. But there are questions which you obviously should not ask within the survey especially if you’ve handpicked some of them for this survey.
For instance, in a microsurvey you asked your audience if they work in a certain city, say Makati. Once they answer “Yes”, they expect to see relevant questions to go next. But you decide to start asking them if they work in Makati again. Yikes! You’re wasting both your times. Don’t ask questions you’ve already gotten the answer to, don’t beat around the bush. Once you have all the basic information, go directly to the point.
Not Saying Thank You
It’s very simple to say thank you whenever someone does something for you. If smiling is important in face-to-face customer relations, so is being polite and showing them your appreciation. Saying thank you won’t take up too much of your time, and it would make your customers feel motivated to work with you the next time you need their help.
Having No Incentives
When Psychologists ask people to participate in their experiment, they would always give their participants a small gift or an incentive for taking the time to help them with their research. You can also do the same thing for customers who are willing to take the time to answer your survey. Maybe offer them a discount or a voucher in your online store, a free item, or free access to your site’s premium features for a week or a month. It’s a simple, but like being polite and saying thank you, it shows that you’re grateful to them.
Poorly Designed Surveys
You open the survey sent to you via email and what do you see? A generic, boring survey that could have been made by an eight year old child assisted by their computer teacher. All it lacks are the moving, boldly colored titles and stars. In addition to this, it’s plaintive. Isn’t this a terribly discouraging survey? One would even consider it highly unprofessional. It’s highly likely the survey taker would leave the survey unanswered.
To avoid this problem, make sure that the survey looks presentable. From the over-all design to the font, it should all be carefully planned and created. But there are people who only view the survey and not answer them, especially if it’s too long. Sending the surveys through e-mails may get you the responses, but for a more effective reach, consider not redirecting them on a new page.
A microsurvey can help you create a more diluted survey and get the answers that you need to improve both your website and your business. For instance, a microsurvey like Qeryz enables you to get your surveys answered without making your customers feel disturbed. You can also make use of their Advanced Targeting wherein you can show your survey to a specific segment of your audience – ones who came in from search engines, social media, or whatnot.
Hopefully you’ll double check the forms you’ve created after reading this. It’s okay to make a mistake, just not a painfully obvious, wince worthy one.