Designing a customer satisfaction survey may seem like a simple task, but it is not. Thinking about elaborating the exact, clear and precise questions to get interesting feedback is a matter of care. Therefore, today we are going to see with some tips on how the process of conducting a customer satisfaction survey with a mailing tool should be.
Tips to create a Customer Satisfaction Survey through mailing
It is highly recommended that you use your emailing platform to create the form. You will save time and you will have spectacular results. In addition to the primary use of sending mailing campaigns, these apps can also be used to make signup forms to your contact lists or satisfaction surveys. The fact that many specialized mailing tools have a Form Builder makes the task much easier.
- Define a goal
Let’s start with the principle: planning. You must have defined the objective for which you do the customer satisfaction questionnaire. It is not enough to simply know the degree of customer satisfaction; the objective must be more concrete.
For example, if you just launch a new product and have given a sample to your contacts, it would be interesting that the objective of your survey is to know the degree of customer satisfaction on that product.
You can also dial aim to know the degree of satisfaction of certain own services, such as after making a purchase, know what they thought the buying process; or after having served for any problems you had with your product or service, i.e., post-purchase, know how she attended and if you solved the problem.
There are innumerable objectives when conducting a satisfaction survey, so it is important to have it clear when writing the questionnaire to specify on the subject matter.
- Explain the reason for the survey
Your contacts should know why you have given them this survey and why they should do it. For example, you could tell them that you sent it because you saw that you recently bought your product and that you should do it to improve the buying experience of future buyers. Explaining the importance of the questionnaire will increase the conversion.
- Think well about questions
The third tip has to do with the body of the survey. It is important to think carefully about the questions that you want to appear in the customer satisfaction survey. This should be according to the objective you have marked at the beginning.
By creating the questionnaire, you will have to ask questions. There are two types of questions: open and closed.
- Open: they are ideal if what we want is to know the opinion of our client. The customer can go deeper with his opinion and we will gain valuable insights on the opinion of the buying process. For example, an open question would be: Why did you buy this product?
- Closed: these are questions in which the interviewer already sets the answers. With them, it will cost us to deepen the opinion of the clients, but they are ideal to count answers and make comparatives. An example of a closed question is: Would you buy this product again?
- Offer him something in return
Let’s be clear: nobody (or almost anyone) wants to answer a survey. The mentality that “is time wasted and that since I bought the product what gives me more” abounds today. Therefore, it is advisable to offer them something in return for the satisfaction survey. What can I offer as an incentive?
- Discount: This type of incentive is very effective. The fact of offering a discount on the next purchase has a high number of answers, although you must be careful if your commercial margin is very small, lest you end up losing money.
- Free sample: this incentive is less usual although personally I think it is the best. The fact of giving you a sample of another product of yours that you do not usually consume can lead you to start consuming this too.
- Sweepstakes: The prize draw must be very powerful if we want to have an effect. They do not usually have much participation if the prize is not attractive, which will suppose a significant disbursement. This type of incentive is not very welcome at present as it is conceived as very improbable.
- Analyze collected data
The fifth and final tip is that you analyze the data collected. Yes, very logical, right? Not everyone does. It is, perhaps, the most important phase: to perform a correct analysis of the extracted data. The objective of the satisfaction survey is focused on the analysis of the data. Here you can draw your conclusions (it will be easier to do with closed questions) and you can also get insights from your consumers if you decide to include open questions as well.
I am sure that if you apply these 5 tips you will see a considerable improvement in your percentage of surveys answered and you will see how to improve to have your customers more satisfied.