Why do people unsubscribe to your email newsletters?

1. Not Relevant To Their Lives
2. Emails Are Too Frequent
3. Content Is Too Long
4. They Do Not Remember Signing Up
5. Content Does Not Match Expectations
6. Other Reasons

 

Have you been noticing people unsubscribing to your newsletter? Create an exit survey for unsubscribers to answer why they are choosing not to continue to receive your emails. Through a WordPress survey plugin, you can customize your exit survey to pop-up once someone clicks unsubscribe. Observe any similarities between responses to make the necessary changes and reduce the possibility of more people unsubscribing.

Want to know why people unsubscribe to your emails? Read on to learn about how you can make use of exit surveys to find out why readers are unsubscribing.

 

Not Relevant To Their Lives

When creating content to send to readers through their submitted email addresses, it is crucial that you maintain the same quality and branding that you use on your main site. The reason for this is that readers may choose to unsubscribe if they see a disconnect, citing that the newsletter content is not relevant to their lives.

You could also add a part in your exit survey where unsubscribers can write down what kind of topics they are interested in. Then, craft your next email content based on the most popular answers. It may also help to send follow-up surveys every now and then to ask how readers react to your newsletters.

Another reason as to why people may choose to unsubscribe to your emails is that the content may be too frequent.

 

Emails Are Too Frequent

Sending consistent emails to your readers is good, but don’t overdo it. No one wants to see a company email them every single day. Try to send newsletters once a week or every other week. If you want to know what readers think is “too frequent” you can add an option in the exit surveys that would ask them about their preferred frequency. Use the data you collect to adjust the timing of your next emails.

Another complaint that unsubscribers usually have is that the email content is too long.

 

Content Is Too Long

Opinions on the length of your newsletter will vary per reader. Some choose to subscribe to you to receive more in-depth content while some subscribe because they want to constantly receive short but relevant content from you. To find a solution, observe what the majority of your readers say in the exit survey. If a large percentage of your readers unsubscribe due to the content being too long, make the necessary adjustments and shorten the word count.

Besides having content that is too long, some people just simply do not remember signing up for your newsletter.

 

They Do Not Remember Signing Up

When you first ask people to subscribe to you, the wording needs to make them aware that they are signing up to receive constant newsletters. If they do not fully understand why they are sending their email addresses, they might unsubscribe saying that they do not remember signing up in the first place. To combat this, try to review the wording of your original subscription pop-up and make the necessary edits to make it clearer.

Certain times, readers do remember signing up but still end up unsubscribing because the content does not match their expectations.

 

Content Does Not Match Expectations

Besides content, your subscribers might sign up for your newsletter in order to receive freebies from your company. This may be because you promised them exclusive features and discounts on particular products. If you promised your readers something as part of your marketing strategy, make sure to stay consistent with it or else they may unsubscribe.

There are millions of reasons why someone may choose to click unsubscribe. But, if you observe a large spike with the number of people who choose to opt out for similar reasons, then it may be a sign that something is lacking in your content.

 

Other Reasons

When creating an exit survey, make sure that you add an option where customers can freely type out their reasons for unsubscribing. This can help you cater to numerous parts of your content that you may not know needed to be improved upon.

These are just some of the reasons that people may choose to unsubscribe to your newsletter. Listen to what unsubscribers have to say with the help of exit surveys and adjust your strategies in order to prevent losing even more subscribers.

Key Takeaway

Customize a WordPress survey plugin to make a quick exit survey pop-up every time someone unsubscribes from your emails. Use the data that you will have gathered to find the problem areas within your email content. Make the necessary changes in order to keep the rest of your subscribers.

Exit surveys can give you an inside look as to why someone has decided to discontinue seeing your email newsletters. Listen to your readers well to become a better content creator.

In business, one of the most powerful tools in the trade is marketing. A good form of marketing is “word of mouth” and that is achieved by satisfying a customer to the point that they would be happy to recommend your service to their friends and family. Qeryz is a Net Promoter Score tool that helps you know where you are in that “word of mouth” spectrum with your current customers.

Of course, word of mouth advertising can only be successful if the product or service that a business is offering is good by itself. A successful product or service is so much easier to recommend than a faulty one.

A challenge that most businesses face is identifying and converting customers from passive supporters to active advocates – but this is where Qeryz’ Net Promoter Score tool comes in to save the day.

Getting to know Qeryz and NPS

NPS or Net Promoter Score is a fairly simple technique utilized in surveys to find customers that can potentially be turned from passive supporter to active advocates of your business. Research shows that NPS can garner as much as a 700% increase in actionable data as compared to the more traditional methods in surveying customers.

Qeryz, on the other hand is an on-site survey tool for Webmasters and a Net Promoter Score survey is precisely what we are offering to our customers.

NPS, as stated above is a fairly simple process. It all starts with asking your customers a single question such as “How likely is it that you would recommend our company/service to a friend or colleague?” That “likeliness” is then measured by a number between 0 and 10, with 0 meaning “not at all” and 10 being “extremely likely”.

Following that first question could be a second question in the form of “Why did you give us that score? We would like to hear you out.” That question may be asked through a follow-up email or on a webpage after the respondents click the first survey question.

That’s that – seriously. From those two questions, you will then have the data that is necessary to calculate for your NPS.

The beauty of NPS is that the respondents won’t even feel it to be a hassle to answer your survey questions. Surveying using NPS doesn’t necessarily have to be done through email; in fact it could even be done through direct responses or a simple text message. Net Promoter Score is fast and easy, an advantage it holds over the more traditional surveys that take time and effort to accomplish.

Research shows that the more questions that are asked in a survey, less and less respondents will be inclined to finish it and by extension, you also create a gap between your goal and your customers.

Why go for Net Promoter Score?

Net Promoter Score or NPS is a surveying metric trademarked and developed by Fred Reichheld, Bain & Company,

Using the question stated above with regards to likeliness to recommend the service to a friend or colleague, you then break up those responses into 3 parts:

1. Promoters (9 – 10). These numbers are the most satisfied customers that are more likely to recommend your business or service to people that they know. These may be used for testimonials.
2. Passives (7 – 8). These customers are satisfied but they aren’t likely to refer you to people that they know.
3. Detractors (0 – 6). These are customers that are generally dissatisfied with your services and these are dangerous for your brand because of the negative reviews and feedback. It is recommended to look into what could be better to sway these customers to Promoters or at least to the Passives.

The Net Promoter Score is then calculated by subtracting the detractors’ percentage from the promoter’s percentage.

Why go for Net Promoter Score when it’s that simple?

NPS’ strength as a survey is that it’s simple and convenient.

Data is valuable especially if it’s something you can use to make your company or service better. Having a lot of customer feedback and responses from surveys but not putting them to use is simply a waste.

When you do get your NPS score, you can then use that to compare yourself with your competitors but the best part is you can use those scores to improve yourself; it is also possible to improve and change the marketing strategy to integrate the Net Promoter Score results.

Satisfactory Net Promoter Score results

Generally speaking, -100 stands for all detractors and +100 are all promoters. A score of 50+ is deemed excellent but keeping in mind that these is collective info, it isn’t exactly suitable because it is not a score for your particular business.

Net Promoter Score is a consistent market research tool, it is conceivable to compare your results with your competitors and your business industry as a whole.

These metric results could be interpreted however you want them to be but they really would not be effective if you don’t put them to good use. Use them to improve yourselves internally, within the company.

Net Promoter Score isn’t perfect

Like all things, the Net Promoter Score isn’t a perfect science. The biggest problem with simplifying the data collection process is that you are attempting to fit a load of raw, complex data into something simpler. In other words, simplifying something too much pretty much generalizes it, making the data broader than it should be.

The Net Promoter Score survey cannot tell you everything but that is precisely why the follow-up question “What can we change or improve?” is asked.

Furthermore, a lot of businesses commit an error the moment they focus too much on their Net Promoter Score results. The problem with easy to get results is that some businesses get too worked up working on their Net Promoter Score that they forget that really important aspect of business – Taking care of your customers.

The Net Promoter Score is truly a useful tool but the crux of the tool is the feedback that you can get from your customers. At the end of the day, it is when a customer takes some time to sit down and give you some feedback is the opportunity for you to talk to them and make your connection better with them.

The Net Promoter Score is criticized because it doesn’t predict many things such as customer satisfaction and loyalty, however that’s not the point. Loyalty is earned by actually caring for your customers. The true value of the Net Promoter Score is demonstrated when you deliberately engage with your customers based on their feedback and sentiment.

The value of Net Promoter Score shows when you take the chance to open the door to your customers, letting them in to hear them out. Net Promoter Score isn’t really the result that you reap from your hardwork, Net Promoter Score is the means for you to improve your business and to ensure customer satisfaction.

How do I get started with Qeryz and Net Promoter Score ?

Like Net Promoter Score , getting started with Qeryz as your Net Promoter Score tool is quite easy! Just log on to https://qeryz.com, register for a Qeryz Starter account, copy-paste your Qeryz tracking code in your website and that’s it.

If you are satisfied with Qeryz and you want more out of our product, we also offer a free trial of our paid plans.

 Surveying the right amount of People

Most businesses make the mistake of sending their surveys to all of their customers, however it is recommended to send your survey to a small portion of your customers per day. Say you have 500 users then to utilize Net Promoter Score better, it would be better to send surveys to 5 customers per day.

Doing it this way ensures a fresh perspective every time you receive feedback from your customers. There will definitely be some changes in your products or services at that time and spreading out your surveys ensures different results every time. This may seem difficult but the results will be worth it.

How to know when to survey

When you want to measure customer loyalty to a product then give them a survey whenever they purchase a product from you. If you want to measure their loyalty to their company then it is recommended to give your customers a survey once every quarter. Doing it this way limits annoyance and gives your customers the space they want while not missing out on any critical information that they may give you. Giving your customers a survey at any opportunity will only make your company feel invasive and that won’t help you at all.

The greatest part of the Net Promoter Score survey is getting an analytical gauge on the health of a customer and their views on your company straight from their mouths as an alternative of relying on ambiguous behavioral metrics.

Sign up for a Free account with Qeryz today and run your first Net Promoter Score survey.

Google Analytics can do a lot, but it can’t do everything.

While it’s undoubtedly a reliable source of data with regards to user behaviour, sometimes a little extra insight is needed.

That’s where online survey tools like Qeryz come in. They’re easy to set up and its effects are huge – the in-depth data it provides will allow you to see your website (or product) from a wholly different perspective. However, the only way to gain that perspective is to ask the proper questions.

This is where it gets a little tricky. Online surveys will only work if they’re done properly– they have to be short enough that users won’t feel bogged down as they go while also long enough that it asks all the questions it needs to. That means that the questions you use have to be meticulously planned out.

If you find yourself wanting to set up an online survey on your website but you’re at a loss on what to ask, consider the following questions and cherry pick the ones you think applies to you and your site the most:

Briefly describe yourself.

This is a great opener. Not only will it kick-start their engagement – everyone loves to talk about themselves after all – but it’ll also allow you to profile your data according to the people who’re answering them. This may even allow you to identify industry trends by analysing your demographics!

Where did you learn about our website?

 

 

Finding out your sources is an integral step into identifying other possibly unknown markets. Who knows, there may be a niche out there you don’t know about.

Please rate our website.

 

 

You can use whatever rating you feel would be best, but the recommended is the standard x out of 10. Out of 3 or 5 is also okay, but allowing them to give a rating out of ten allots them more flexibility. Asking them why they gave that rating wouldn’t hurt, either.

Would you recommend our website to a friend?

 

 

 

This is one of the best ways to see what users think of your website. After all, people naturally wouldn’t recommend something to their friends if they don’t think it’s worth it themselves. Try not to make it a simple yes/no question and instead ask for a short explanation as to why they answered the way they did.

Alternatively, you can ask them to rate your website first before asking them if they’d recommend you to a friend. This type of question will yield you your Net Promoter Score (NPS), and the higher it is, the more likely you will experience positive growth.

How would you describe our website in a word or more?

 

 

Never underestimate the power of word association as a one-word description can be just as good as a full-blown essay. For this question you may allow your user to list their own words or alternatively, you can let them choose from a set. I recommend Microsoft’s production reaction cards. To assist in its analysis, use word clouds to help identify the most prominently used words.

How would you explain us to a friend?

 

 

Ask your users to describe your website or product as you would to others. This will allow you to see what kind of words your users might unconsciously associate with you, thus giving you insight on how they may feel about you.

If you could change anything about us, what would it be?

 

 

The undisputed best way to find the chinks in your armour is to ask those who use it. Ask your users directly if there’s anything that they’d like to overhaul – even if it’s something seemingly small. Minute changes may have profound effects; even something as simple as changing a button design or optimizing old posts help. A lot.

Do you use us for all you needs, or do you use alternatives as well?

 

 

 

Should your user affirm that they’re also using alternatives, revealing which ones and why they do so will prove invaluable. Not only will it point out what features you lack or what you could improve, but it also shows what kind of user experience they’re looking for. Compare yourself to the ones they mention and find out if there’s anything they do better. After that, seek improvement!

What is the purpose of your visit today?

 

 

By analysing Google Analytics you can come to this conclusion on your own, but hearing it straight from your users will ensure that you know the reason for sure. Also, knowing what purpose you serve to your users will clarify your role and thus allow you to build on it.

Which of our features can you not live without?

Knowing your own strengths is just as important as knowing your weaknesses. Instead of concentrating all your efforts on trying to enhance your blind spots, why not capitalize on your winning areas too? It all boils down to simply making sure you’re good at what you offer. Otherwise, your users will simply jump to your competitors who offer the same thing.

The above questions are guaranteed to get a reaction out of your users. But, if you feel like none of them fit you and you want to try your hand at generating your own questions, here are some general tips to keep in mind:

KISS (Keep It Simple, Stupid!)

It’s just as the header says. Make your surveys as simple as possible. No one will take the time to answer questions laden with jargon they’ll have to look up; use normal words to ensure that everyone can participate should they wish to.

Balance, Not Bias

Ensure that the questions you use have no bias towards any one thing. Abstain from using adjectives and keep your questions as neutral as possible. You don’t want to influence your users’ answers.

Speak to Them

As much as possible address your users as directly as you can. Avoid beating around the bush, too – just get to the point.

Writing customer survey questions is relatively simple so long as you know what you’re doing. As long as you integrate the questions above or follow the aforementioned tips, you should have no problem getting information from your users.

Recent studies have proven that satisfied clients tend to buy products more often and develop loyalty to a particular product, so in order for you to find out if they’re satisfied, you ask them. This is where the need for well-structured customer surveys comes in.

Survey results could lead to a plan that can improve your weak areas of operation, and to better optimize your business’ visibility, it would be very fitting to invest your time and knowledge in creating an exceptional format. Below is a brief list of things you should focus on in creating an effective customer survey.

Ask simple and straightforward questions.

Try to ask clear and simple questions and as much as possible, be concise so as not to bombard your customers with too much unnecessary queries. Ideally, 5-10 questions are enough to get the right information you need. You don’t want to make the customer feel like it’s too formal and “business-y”. With most survey tools, they have a template already set up so it’s up to you to choose something that will fully maximize the goals you’ve laid out.

Do some research.

Do preliminary research to create an effective survey; you need to find out what type of customers you need to answer it. Are the people you need to survey existing customers, potential customers or purchased sales leads? Choose a specific group of people you would want to survey because you can tailor the questions you’ll ask, therefore the response rate of your surveys will guarantee you with more efficient and valuable data.

Make goals.

You need to find out what type of customer’s feedback you need in the same way that there also has to be a reason why you’re making a survey. What’s your goal exactly? Is there a particular service you need to work on or do you just simply want to know which services your customers prefer? Before conducting your survey list down first the goals you need to meet in order for you to have a clear path on where you need your business to go to, and why you need to set up these surveys.

Always double-check!

Review every detail first before you hit the send button of those surveys. Proofread it to be sure. This is a serious and important deal that’s why it’s vital for you to always double-check the things you put out there because once you publish them, you can’t get them back for alterations. Also try to make trial tests; check if the surveys indeed meet the goals you’ve set. Revise the survey based on the feedback of the testers and finally release the survey to the target group.

Invite effectively.

In order for your surveys to be actually answered by clients, you need to create an effective invitation. Make them feel special and wanted and that whatever comments, suggestions and opinions they have, it would be vital for their and your business’ welfare. Usually the invitation would include first and foremost a warm greeting followed by a little information on how long the ‘survey’ will take to be answered. Finally, for follow-ups, make sure you give them contact information.

These are just some of the things that you should keep in mind when creating effective customer surveys so as not to defeat our purpose of gaining valuable feedback. Anticipate their reactions and perceptions so you would know what exactly to target. Creating surveys can be quite tricky, but with the right tools and strategy, you would surely get the feedback that you need!

It’s actually been quite a while that we’ve shipped out Qeryz Analytics. However, you may be wondering what exactly the numbers are and how you could utilize them – so I went ahead and wrote this post for all you clueless shmucks out there.

Before I start, I want to clarify the settings of the actual survey data I’m using for this post.

The survey I’m running is a site-wide survey. Meaning, the same survey runs on each and every page of my site. I set the survey to run with these settings:

For targeting: Basically everyone.

For behavior: People who scrolled down any page in my site by at least 40%. The survey will show to people even if they left or browsed another page in my site until they complete the survey 100%. The moment they complete the survey, it won’t show again until 30 days have passed.

Got it? Good. Let’s move on.

Your Daily Average

First off, the average bar. Everything average about your Qeryz survey is here – Average Daily Responses, Average Daily Views and Average Daily Completion.

Why is this important?

Because it shows you how your survey is performing – on average :)

Seriously, we want to have the best performing survey we could muster up. The response rate may be improved through a lot of things – check out our case study on how changing the Call-to-Action (CTA) improved our response rate by 2600%.

Without the average bar, you just wouldn’t know if what your doing has any significant positive impact to your survey’s overall response rate.

The Conversion Funnel

Why is this important?

There’s not a lot of people running multi-part surveys but for those who do, this is a huge overview of how parts of the survey is doing. The screenshot above shows a 3-part survey with the first Query’s response rate being 20.44% from the views.

Basically it shows you how well your survey is converting in a views vs responses ratio. If you have more than 1 Query in your survey, its response rate will be compared to the previous query.

This is for you to know how well your multi-part survey is performing.

The Overview

Why is this important?

It’s basically a drill-down of your survey on a daily basis. For this example, I’m using a multi-part survey.

If I did anything special on the days that this data set was recorded, it will be able to pinpoint any fluctuation on my response rate. In the screenshot above, I didn’t do anything extraordinary so the data looks pretty stable.

If you’re running an experiment in your website or publishing a post in your blog, keeping an eye on your overview funnel can help you identify what you’re doing right in improving your response rate.

OS/Browser

It’s pretty straightforward – this is where you’ll see on what operating system and web browser most of your responses are coming from.

Clicking on any of the Operating Systems outlined there will drill it down to which web browsers your responders are using.

 

 

Further clicking on a specific web browser will enable you to see the segmented responses of users.

This is useful if you’re trying to extract feedback about your website’s usability. Sometimes there are front-end coding structures that don’t work on specific browsers. Your users may tell you something’s broken in your design but not tell you which browser they’re using to view it. That’s a problem.

This is the solution.

Page Analytics

Why is this important?

There are just some pages in your site that encourages a user to respond more. In the screenshot above, you’ll notice that people are actually responding more in specific pages of my SEO Hacker blog than the homepage itself.

Meaning I could study elements in those pages and realize what is making people respond more in those pages than other pages in my site – and optimize them.

Your Turn

I don’t know about you, but I’m pretty obsessed with data and stats. That’s one huge reason why we built Qeryz Analytics. I hope that it proves to be a powerful tool in helping you optimize and track how well your surveys are performing.

The good news? Qeryz Analytics is unlocked for all account levels. We’ll be building exclusive features for higher-tier accounts soon.

Login your Qeryz account and give it a look!