Surveying your customers. This is something that often falls to the bottom of the to-do list, or maybe it’s never even been on the list! However, if you are finding that your work pattern is different with the lockdown and maybe you have a bit more time, now is the ideal time to get in touch with your customers.
Surveys allow you to gather customer service feedback. It’s also an opportunity to collect insights, customer quotes, reviews, and other user generated content. You’ll be able to use the time you’ve spent engaging with your customers along with the data they provide to improve the customer experience, create new products/services and build on customer loyalty.
When it comes to enticing people to complete a questionnaire make sure it’s not too long and explain why you are canvassing them. You might even consider offering an incentive to complete the survey. Maybe a chance to win a free session with yourself or a voucher for a popular shop.
You’ll be able to create some wonderfully specific content which will be golden to your ideal customer if you do this right. Here are a few tips to get you going:
Use a simple survey provider. Google Forms is very easy to use (this is my favourite and I like the way the collected data is reported). There are also plenty of others like Survey Monkey or TypeForm.
Think hard about what you want the survey to tell you. What is your objective and what will you do with the data?
Explain to the reader why you are conducting the survey.
Tell your participants how long the questionnaire is likely to take (I would suggest no more than 8 mins. Just under 5 mins is ideal.)
Ensure that you word the questions clearly. Don’t ramble!
Test the survey on a couple of friends/colleagues first. Have a quick chat with them to get some honest feedback.
Check box questions are really popular, and very quick to complete.
Give users the opportunity to write more if they want to, save some space at the end of the questionnaire.
Make sure you are polite, thankful and warm with your messaging. Afterall, your participants are doing you a favour!
I have found surveying my audience invaluable. It helps me to understand, connect and build relationships with my ideal customer. Here is a link to a survey I shared a couple of months ago. Feel free to read through it and pull out some ideas for your own questionnaire. And if you fancy it, you’re more than welcome to complete the questionnaire too!
If you have any survey related questions please feel free to drop me a message or if you would like any help in putting a survey together then get in touch and we can arrange a discovery call. Email me at firstname.lastname@example.org - I’d love to hear from you.