When it comes to customer surveys, the goal is valuable feedback, but that's often easier said than done. After all, who has time to spend filling out surveys in today's busy world?
Fortunately, there are a number of strategies companies can use to make their customer feedback survey feel like less of a chore.
Keep it simple
Probably the single biggest deciding factor in whether a customer will actually fill out a survey is how easy it is to use. Simple language and simple layouts are essential – no one should feel like they're taking a test they didn't have time to study for.
The easier a survey is to understand, the easier it will be to get customers to participate.
People may be willing to share their thoughts and opinions, but once it becomes part of the public record, customers may feel much more hesitant. This is why it's important to make it clear from the get-go that any information or opinions provided on a survey will remain completely anonymous.
This will also help with the calibre of the feedback, as customers will be more willing to be completely honest if their anonymity is guaranteed.
Oftentimes, the most difficult hurdle to clear when it comes to customer feedback surveys is actually getting customers to respond. This is where incentive comes in.
Incentive doesn't have to mean a discount on a product or service – it can be something as simple as demonstrating how participation will directly help the customer. For instance, making it clear that their feedback will result in better customer service may be enough to get them to take part.
Make it pretty
It may seem silly, but you shouldn't underestimate how important an attractive and aesthetically pleasing survey is. A jumble of words will only turn customers off.
However, a survey that's easy on the eyes and features easy-to-understand pictures and images will be much more likely to attract participation.