Mobile Market Reseearch Resources

Diving into the Customer Service Satisfaction Survey to Improve All Customer Service Sessions

The customer service satisfaction survey is the chief tool to use to assure you offer the best customer service sessions. Your customers are bound to elicit customer service activities with your business, no matter how well they know your products.

Whether it’s for technical support, a glitch in a product or help with your digital properties, seeking out and receiving customer service is a major part of your customer experience. It can occur in all parts of the customer buying journey, including pre-sales and post-sales periods.

As such, you’ll need to optimize your customer service satisfaction, just as you would with any other part of your CX. This is also because customers don’t keep their brand perception to themselves.

72% of customers will share a positive customer service experience with 6 or more people. However, unsatisfied customers also share their experiences; 13% of unhappy customers will share their experiences with 15 people or more.

To take matters into further perspective, 70% of customers say they’ll support a company that delivers great customer service. 17% of Americans are even willing to pay more for a business that has a good reputation regarding its customer service.

These statics prove the weight that customer service satisfaction has on businesses. You can optimize yours by gauging this experience through surveys.

This article explains the customer service satisfaction survey, its importance, when to use it and how to create one.

Understanding the Customer Service Satisfaction Survey

The customer service satisfaction survey is a survey that inquires into customer service satisfaction, as its name suggests. It is a kind of customer service survey, but it should not be mistaken for one, as there are a few distinctions between the two.

The customer service survey is a broader survey type that can be used across the customer buying journey, whereas the customer service satisfaction survey specifically focuses on the satisfaction portion of a customer service session. In this regard, this survey zeros in on support sessions, which are typically conducted after a customer has already made a purchase.

However, this is not a fast and hard rule, as there are other instances in a customer journey where customers receive customer service. Businesses will need to probe them on their satisfaction with these experiences as well.

As such, this kind of survey is centered on gathering customer feedback on the satisfaction aspect of various kinds of customer service. Businesses can use it to measure customer happiness and dissatisfaction during the service session, learn how to improve their service and discover how to streamline future customer service sessions.

When it comes to differentiating from other customer satisfaction surveys, the customer service satisfaction survey entails using customer service representatives to help come up with the questions. This is because you’ll need to use questions specific to the customer service session; otherwise, your customers won’t want to take part in the survey, as it will come across as too generic and not useful to their situation.

The Importance of the Customer Service Satisfaction Survey

The customer service satisfaction survey is critical to use for a number of reasons, including the ones mentioned in the intro.

To piggyback off of the intro, the importance of this survey comes into play, given that you can use it to improve your overall customer experience. Given that customer service sessions involve interacting with a company, usually for an extended period, it plays a major role in CX.

In fact, 1 in 3 customers will leave a business they love after only one bad experience, while 92% would completely abandon a company after two or three negative interactions. There are many things that contribute to a bad customer service experience — some aren’t as obvious as others.

This is where the customer service satisfaction survey is useful, as it helps you find the things that bother your customers, ones which you may have overlooked or never had considered as sources of problems.

A poor customer service experience can be due to the lack of a follow-up. In this case, businesses that have time-poor employees are at a disadvantage, unless they commit to following up with the customers they’ve assisted in a customer service session.

However, even if you follow up with customers you’ve assisted, the customers themselves may lack the time and will to speak with you, if it’s over the phone. Emailing customers is the easy route; however, they may be unwilling to begin an email conversation with customer service agents.

In such a case, the customer service satisfaction survey is especially useful, as it provides a quick and easy method to follow up with your customers after a customer service session. You’ll show your customers you care about their opinions on their customer service experience without asking them for too much time while reaping the benefits of their insights.

As such, this survey helps build connections between you and your customers. The stronger your connection with customers, the more they’ll rely on your products and services. As such, this survey can be used as a tool that goes beyond merely learning about how satisfied customers were with the customer service they got. It also doesn’t stop at improving your CX. Instead, by building relationships with customers, you’re also building brand trust, the cornerstone of consumer loyalty.

Loyal customers are far more inclined on making repeat purchases than causal customers. These are the most quality customers you can strive for, as they will continuously purchase from your brand and even become brand advocates. Loyal customers also tend to have a higher Customer Lifetime Value (CLV).

Given that this survey can help foster brand loyalty and a high CLV, it will in turn lower customer attrition along with your customer churn rate, as you are retaining your customers.

All brands should use the customer service satisfaction survey, as it can reveal critical insights on how to improve your customer service.

When to Use the Customer Service Satisfaction Survey

You’ve probably had various kinds of customer service sessions with your customers. Sometimes, what may appear to be a regular in-store or online encounter, such as a chat, turns out to be something more significant, as it involves customers interacting with your support or sales employees for a considerable amount of time.

Or, it may be quick, but provided invaluable help for your customers. These qualify as customer service sessions as well.

This begs the question of when is the best time to send a customer service satisfaction survey.

The following lists the most apt times to send a customer service satisfaction survey:

After any situation in which a customer received assistance from an employee, whether it is a customer service employee or others.
1. This can involve solicited help, in which customers set up a call or at-home meeting with a representative, or when your employees approach the customers.
Directly after a scheduled meeting, phone call or other customer service session.
1. It is best to let the customers know that you intend to survey them by emailing them.
2. This is also a good time to collect their email addresses if you haven’t already.
3. This usually occurs after a customer has purchased from you.
After a customer sampled your product at a store and spoke with a sales representative.
1. This occurs usually before a customer has made a purchase and is still deliberating whether to buy from you or a competitor.
2. This is a good opportunity to understand customer satisfaction with your customer service in the early stages of your customers’ relationship with you.
After an impromptu customer service chatting session.
1. Some chatting sessions can be minor, with customers asking basic questions that can be found elsewhere on your website.
2. But others are more significant, granting key information to customers about all your offerings.
3. This can occur at various places in the customer journey, from pre-sales, to after a recent purchase and well after purchasing.
After customers interacted with a Voice of the Customer (VoC) program, such as a phone call, or in-person experience.
1. At times, your support employees may offer specific customer service during these times, so these sessions can extend beyond customers’ venting about their issues or other feedback.
2. You can frame the survey as being sent to better help the customers further, even after they gave their VoC feedback.

How to Create a Customer Service Satisfaction Survey

There are various instances where you’ll need to use a customer service satisfaction survey, as the above section explains. They will help you gauge how satisfied your customers are at different points of being served.

If you’re not sure how to go about creating this survey and need a few pointers, the following will guide you.

The following explains how to create a customer service satisfaction survey in a step-by-step way. Check out how to create customer service survey questions.

Determine a recent instance with a customer, in which they received customer service.
1. Refer to the above section to help you decide what to accomplish with your customer service satisfaction survey.
Decide on the correct online survey platform.
1. There is a swath of online survey tools but they don’t all offer the same capabilities, user-friendliness and speed to insights as does Pollfish.
In the screener section of the survey, select the demographics, location and other traits with which you're going to qualify the respondents of the survey.
1. Use screening questions to select respondents even more granularly, by qualifying only those who answer in a particular way to take the survey.
Form a few key preliminary questions for the questionnaire portion and guide the direction of your survey.
1. These should be based on the nature of the customer service.
Choose the survey type you need for your campaign.
In the questionnaire section, add in your preliminary questions. Choose from a multitude of types of survey questions.
1. Create both general questions and those that are very specific to the customer service session you had.
  1. Your customer service representative will need to come up with the questions.
  2. As such, this kind of survey will involve more than just your analysts and market researchers, as it will require forming specific questions from sessions with your customer support team.
2. Use advanced skip logic to route respondents to relevant follow-up questions based on their answers.
  1. With skip logic, you can ask a quantitative question using multiple choice and follow-up with a qualitative, open-ended question.
Always make the survey unique to your brand if you send it to specific people instead of mass-sending it as in Step A.
Write an effective email invitation by mentioning the importance of the survey and the fact that you value your customers’ time.
1. You can include survey incentives.
Include a call to action (CTA) to an online survey, such as one that exists on a landing page, or post-checkout.
1. Be sure it stands out to your respondents.
Thank your customers for taking your survey with follow-up emails and a “Thank You” on the final page of your online survey.
Analyze your survey and use it to make changes to improve your customer service satisfaction.
1. This may include changing your customer service representatives’ tone of voice, their introduction statements to the customers, etc.
2. This may also lead you to omit certain things your customer service representatives currently use when assisting your customers.

Forging the Most Satisfying Customer Service Meetings

There are various key aspects that makeup of customer experience; customer service sessions are one of the most important factors, as these meetings allow customers to resolve issues, ask key questions about your products and services, acquaint themselves with your offerings and virtually anything else related to customer service.

You’ll need a strong market research platform to host your customer service satisfaction survey campaigns. The platform you use should also allow you to survey anyone. As such, you’ll need a platform with a reach to millions of consumers, along with one that offers the Distribution Link feature.

This feature will allow you to send your survey to specific customers, instead of only deploying them across a vast network.

It is also important to use a mobile-first platform, as mobile dominates the digital space and no one wants to take surveys in a shoddy mobile environment.

The online survey platform you opt for should also offer artificial intelligence and machine learning to remove low-quality data, offer a broad range of survey and question types and disqualify low-quality data.

With an online survey platform with all of these capabilities, you’ll be able to measure and improve your customer service satisfaction survey.

by lorraine

What is a Research Panel and is it Necessary for Market Research

A research panel is a frequently used means for conducting research, including market research (the study of your customers). This method involves studying the same group of opted-in participants through various methods and stages that are developed as part of a research campaign.

The technique that underpins a research panel counters organic sampling, which seeks out research participants, particularly survey respondents, in their natural digital habitats. As such, a research panel is an alternative to random sampling and has various differentiations.

You ought to know all the differentiators of research panels, how they stray from organic sampling, as well as what makes a research panel tick.

With this key information at hand, it will make your research endeavors simpler; it will also allow you to choose the best research method. This is a must, considering that there is a wide range of market research techniques. Panels are just one of many.

You may be wondering if panel research is a viable research method for your business needs or research campaign. Or, you may consider using it in tandem with another research technique or tool.

Luckily, we’ve got you covered on this topic.

This article explains the concept of the research panel in full depth, which can serve as a possible avenue market researchers can explore within the vast array of market research techniques.

What is a Research Panel and is it Necessary for Market Research? Table of Contents

Defining the Research Panel
The Role of a Research Panel in the Market Research Process
When to Use a Research Panel</a
The Pros and Cons of a Research Panel
1. The Pros
2. The Cons
Research Panel Examples
Why Online Polling Software is Better
The Online Survey Tool: A Stronger Alternative
What a Machine-Learning and AI-Powered Survey Tool Does for Your Market Research Campaign
1. How else do research panels compare to an online survey platform?
The Ultimate Verdict on the Research Panel for Market Research

Defining the Research Panel

A market research panel is a pre-recruited and pre-screened group of research participants who have opted in to take part as the studied subjects of a market research campaign.

This kind of research method can involve studying its members repeatedly. In this case, the particular study is called a panel study.

It is also referred to as a longitudinal study, although longitudinal studies don’t necessarily need to involve panels, as there can be longitudinal surveys completed by non-panelists.

As such, it is a way of describing those who have agreed to take surveys on an ongoing basis, which, in market research, are typically members of your target market.

You can use a research panel for a wide range of subject matters. The members of the research panel can include a wide range of people across multiple sets of populations.

Whether you seek to study the workforce of a company or a major constituent of a national population, the term research panel can apply to all such groups.

The key is to use participants who represent members of your target market and most importantly your target audience also referred to as your survey target audience. That’s because a research panel is a recruitment method used to get respondents to take your survey.

In market research, the participants in a research panel are usually the people who belong to a business’s consumer base.

Moreover, they belong to a particular audience, known specifically as a survey target audience in survey studies. This label can also apply to research panelists, as they too can be asked to take surveys.

The members making up a research panel must share several traits, such as demographics, psychographics, geographic location and more. A market researcher may also study various segments that make up a target market.

There are various methods researchers can employ in their research campaigns, in which a research panel provides insights. These include:

Interviews
Focus groups
Surveys
In-home usage tests
Experimentations
Test marketing

The Role of a Research Panel in the Market Research Process

A research panel is but one process within the encompassing practice of market research. Some businesses may decide to extract data from a research panel alone, while others may use it alongside probability sampling.

Also called organic sampling, this method involves reaching out to all the individuals who fall under the qualifications of your subjects of study. As such, it allows more individuals to take part in the sample.

Unlike many of the sub-methods of organic sampling, a research panel is not anonymous, in the sense that the panelists’ identities will not be hidden from the researcher.

They are still kept anonymous when it comes to sharing the findings with the public, as you wouldn’t reveal the panelists’ identities.

This allows researchers to study the members at a greater depth, in that researchers can match answers with the respondents themselves. This is due to the nature of pre-recruiting participants; when you do so, you’re going to need to collect information on each panelist, some of which may be personal.

This method will allow you to understand if they’re qualified to partake in your studies. As such, you’re effectively putting names and faces with data, essentially identifying each member. Additionally, this allows you to build a profile on each participant, adding bulk by applying multiple studies.

Forming profiles gives you a glimpse into the presence of personas in your target market. A research panel is the starting point in building a persona.

When you’ve profiled panelists through various means (interviews, focus groups, etc.), you have several kinds of data, from which you can form an analysis and draw conclusions.

You can test the prevalence of these conclusions by surveying other members of your target market, i.e., those who are not in the research panel.

Various survey sampling methods will not only complement your research panel but also give it validity and statistical relevance. After all, there are only so many panelists you can interview or meet with.

Even if you study your research panel via surveys, it is not practical to spend a lofty amount of time vetting people to ensure they fit your research campaign. Thus, a research panel may not be the strongest of the various market research techniques.

When to Use a Research Panel

While businesses and market researchers can use a research panel liberally, it is not always in their best interest. This can be due to the size of a business, a limited budget, the objectives of a research campaign and the length of the research study. There are also times when it makes sense to engage in research yourself and other times in which it may be beneficial to work through a professional market research agency such as IntoTheMinds.

With this in mind, there are particular times in which companies and researchers alike can benefit from using a research panel. These include the following instances:

Obtaining a constant, in-depth read of a certain group of participants.
Conducting a more intimate study on a particular group of people.
Running continuous studies on the same people, ie, for longitudinal studies.
Gathering data on subjects with scant studies due to rarities. Ex: people aged 100+
Large research projects that will involve multiple modes of data collection
When you are performing market segmentation.
When you are building research or customer personas.
To fulfill the preference of conducting research in a group setting.
To gain insights on a topic that you may not have considered from your list of questions/concerns.
1. These insights typically arise in conversations, as participants bring up points and considerations that you may not have originally thought of when forming your research plan.
To assist or act as a helping agent in conjunction with another form of research, such as survey studies.

The Pros and Cons of a Research Panel

The research panel tactic offers advantages and disadvantages that all market researchers should be privy to. Like other research techniques, it is not perfect and for some, the disadvantages may outweigh the benefits, while to other researchers, the opposite may be true.

You should mull over both the advantages and disadvantages that come with this form of research.

The following lists the advantages and drawbacks of using a research panel.

The Pros

Panel members have a more advanced understanding of the research topic since they can be recruited through a longer vetting process.
It can be used multiple times on the same survey, to study change within a particular group that represents segments of your target market.
It’s easier to conduct in recurring intervals, given that you have all the panelists’ information and don’t need to screen them as you would with a new set of participants.
Deeper reads and longer researcher/panelist interactions are suitable for the 3 main types of survey research methods.
It is much easier to follow up with panelists, should you need more research, as you already have their contact information.

The Cons

Lack of privacy: face-to-face interviews, along with phone interviews in which researchers know the identities of panelists can be intimidating.
1. Even a panel study lacks privacy, which can lead to intimidation or fear of answering honestly.
Acquiescence bias: along with other biases, this issue can take shape, as respondents may feel pressured to answer in a particular way, leading to forced or inaccurate responses.
Panel attrition: Due to re-interviewing, research panels are susceptible to fatigue, loss of interest, or pressure (Points 1, 2), making them easy candidates for attrition.
Ingenuine change of attitude/ opinion: Interviewing and reinterviewing can change attitudes, in ways that are not always genuine, due to re-interviewing.
Expensive: Whether you hire an in-house panel or use an external one, it is often an expensive affair, as you will need to pay each panelist. Since this is an ongoing study, you may have to pay them for each session.
Poor data quality: This is especially true when a panel member is a participant in multiple panel companies.
1. The quality of the data may be compromised when a respondent is a member of two or more panels.
2. This is because the respondent may partake in the same survey.
3. If they answer the same way, you will have duplicate data, but if they answer differently, there might be bias. At any rate, you’re getting data from the same person twice, which doesn’t improve the trustworthiness of research findings.
Missing out on a larger survey pool: This relates to the aforementioned lack of privacy. Not everyone in your target audience will want to give away their contact info, let alone have their answers be tied to their identity.
1. As such, you may not get enough participants for the specific quantity required for your survey sampling size.

Research Panel Examples

A research panel can be applied to all kinds of scenarios and has various use cases. Remember, they can be applied to both long and short-term research, despite being associated with the former more often.

They can be used in market research, which is for business purposes and is centered on customers. Or, they can be used for a wide range of other research types, such as medical, scientific, social, behavioral and educational research.

To help you better understand research panels, the following list includes seven examples of them across different areas of study:

A business studying the customer buying behavior of three of its customer market segments.
1. This is especially useful to compare segments with high and low consumer loyalty.
A university research group studying the effects of sleep deprivation among students over a semester or year.
An enterprise company seeking to release the most resonating ad campaigns by comparing how it's received across the world.
A condiment manufacturer who is interested in comparing flavor and texture preferences across different parts of the country.
A business that is intent on following its target market’s shopping habits and how they compare to their competitors.
1. This will need to involve research on competitors. That means you’ll need to inquire about them in the panel, as well as perform secondary research to complement the study.
A healthcare company seeking to find the relationship between device usage and obesity.
A government program that tracks the success of a new social program for certain populations.

Why Online Polling Software is Better

Online polling software trumps research panels for a variety of objective reasons. There are also various subjective and preference-based justifications for leveraging an online survey tool instead of a research panel.

Organic Sampling and RDE

First off, online survey platforms allow you to run random organic sampling, which allows you to reach non-professional survey takers and gain a far larger reach than you otherwise would have.

This is because organic sampling involves what’s known as Random Device Engagement (RDE), a kind of polling that relies on advertising networks and other portals on devices, to engage random people where they are, voluntarily.

Additionally, in Random Device Engagement, the surveys are delivered to users in their natural digital environments, capturing them where they prefer to be. They were not pre-recruited and thus do not face the same pressures and conditioning that they would in a research panel.

As such, they are more likely to answer questions truthfully, as they have no one to answer to, are kept anonymous and have nothing to lose.

Greater Privacy

With far more privacy afforded to them, respondents of organic sampling surveys are also less vulnerable to acquiescence bias and all the other biases that involve the respondents’ reputation.

On the other hand, there’s polling software. This method, as aforesaid, provides respondents with the most privacy, as they are not pre-recruited or pre-screened. In many cases, polling software reaches respondents organically, which affords respondents the most amount of privacy.

Some survey platforms (such as Pollfish), allow you to send surveys to specific individuals instead of simply across a vast network of online platforms; in this case, the study won’t be as private. However, it is another deployment option to expand how you run your survey study.

Greater Reach to Research Participants

It also has a far greater reach to respondents. This, however, will depend on the online survey platform you use. We suggest one that allows you to conduct global surveys with the same ease as you would with local surveys.

Upfront Incentives

When you use an online survey platform, survey incentives are usually mentioned upfront. This is typically the case with a survey platform that partners with gaming sites and other digital platforms that offer in-app awards, which can be either monetary or non-monetary.

With incentives being offered (or at least mentioned) at the fore, all kinds of customers will be more willing to participate in the survey study.

Less Time Consuming

Moreover, an online polling platform isn’t as time-consuming for respondents. This is because such a platform does not simply conduct longitudinal studies — and even when it does, it can target random people who fit into certain customer profiles and customer personas.

It is also far less time-consuming for researchers. That’s because they don’t need to conduct interviews or other actions to recruit participants; the polling software does it for them. As such, it’s a win-win for all the people involved in the study: the respondents and the researchers.

Less Room for Attrition, Boredom and Bias

As such, it isn’t reliant on using the same people repeatedly to take part in a study. In this way, it cuts survey attrition. This is because some panel members may feel exhausted, burned out or simply frustrated with having to continuously be part of a study, especially if it covers the same subject.

As such, using polling software grants you the opportunity to ward off boredom from your respondents, as well as gain accurate responses. As mentioned earlier, panelists are far more prone to acquiescence bias and other biases.

Respondents of a polling platform offering organic sampling are at a far lower risk of being biased or getting bored. The latter is especially true in a platform that offers a mobile-first environment. After all, mobile dominates online web traffic, as over half of web traffic comes from mobile devices.

Thus, a good survey design, especially one built for the mobile space creates a pleasant survey experience, one that intrigues respondents to take a survey in the first place, and most importantly, complete it.

Aside from these advantages that online polling offers over research panels, there are many more. The other pros deal largely with the survey tool itself as opposed to its distribution and high-level polling aspects.

The Online Survey Tool: A Stronger Alternative

While a research panel has several benefits and use cases, online survey tools present a stronger alternative. First off, they have even more use cases and can be applied to all with greater ease.

This is because the survey tool itself does all the recruiting and screening for you. As a researcher, marketer, or business owner, you don’t have to worry about whether your survey respondents fit your target survey audience’s qualifications.

Identifying and acquiring respondents are both taken care of by an online survey platform, that is if you choose a potent one. This means you don’t need to have a pre-study interview to vet potential participants. Instead, everything is automated.

A strong online survey platform offers machine learning and artificial intelligence software to run all of its functions and mechanisms. This means, there is little to no manual labor required on your part.

All you need to do in your survey campaign with a strong online survey tool is:

Set your screener so that your survey targets the correct populations
Create your questionnaire
Analyze the survey

Those are the three steps involved in the Pollfish platform. If you’d like to learn how to make your own survey in just 3 easy steps, read the article in the hyperlink.

The online survey platform should handle all the rest. When it comes to running a high-quality market research campaign, there is a lot that goes into staving off poor-quality data and ensuring accurate results.

The following lays out what an AI-powered survey platform can do for your survey campaign:

What a Machine-Learning and AI-Powered Survey Tool Does for YOur Market Research Campaign

A lot is going on behind the scenes of an online survey platform. Luckily, you won’t have to worry about nearly all of them. Regardless, it is crucial to understand the depth of survey SaaS that runs on machine learning and artificial intelligence.

Here’s what to expect from an AI-based survey platform:

A strong adherence to targeting
1. No respondent partially matches the demographic and psychographic screening that the researcher inputs into the platform.
2. All survey participants must match 100% of the respondent qualifications. If not, they are disqualified from taking the survey, no matter how close to filling all slots of the criteria they get.
  
  The Audience section on the organic sampling survey platform Pollfish has a rigid adherence to granular respondent targeting.
Respondent verification
1. This mechanism checks respondents for duplicated IDs to ensure each survey completed is done by a unique person, as opposed to one person taking a survey more than once.
2. The platform checks IP and MAC addresses, Google Advertising and mobile device identifiers.
3. In addition, the platform works with vetted publishers to send unique IDs as an added layer of protection against survey fraud.
A layer of security in the questions themselves
1. In-survey questions are designed as yet another layer of security against survey fraud.
2. For example, a question can request respondents to answer a simple math problem.
3. Or the survey would include identical questions with the response options re-ordered to verify answer consistency.
Antibot Policy
1. Bots are no match for an AI-powered platform that is designed to disqualify them from taking a survey.
Zero tolerance for VPNs
1. Most businesses and research campaigns put qualifications based on geographies.
2. A respondent on a VPN would tarnish any study with filters on who gets to partake in the survey based on location.
3. The Pollfish zero-tolerance approach to VPNs ensures the veracity of respondents’ location.
Removal of incomplete surveys
1. This speaks for itself, as surveys are meant to be fully completed. A partially complete survey would provide insufficient data.
2. Incomplete surveys are especially problematic in surveys with follow-up questions to past questions, or those seeking more depth to a certain issue.
Removal of surveys with suspicious activities
1. Surveys with any questionable behaviors are rejected.
2. This includes the removal of the following:
  1. Answering open-ended questions with nonsense
  2. Attempting to sign in from multiple countries/devices at once.
  3. Taking an inappropriate amount of time on the survey.
Multiple layers of quality checks
1. The survey platform uses a technical layer to perform other quality checks.
2. This process includes our technical experts continuously working to avoid survey fraud.
3. There are several layers that we use to maintain good data quality. These include checks on the following:
  1. Hasty answers Check: catches respondents who answer faster than the average time needed to read the questions.
  2. Reset ID Check: Activates when the respondent answered the same survey previously, but with a different device to avoid the same respondent from taking the survey more than once.
  3. Gibberish Check: Checks for answers contain nonsensical text. This is the kind of text without real words, such as “jnfjv vdf gre.”
    Avoid receiving gibberish answers thanks to the Pollfish AI-powered survey platform
  4. Same IP Participation: Checks if a survey has been completed before within a certain time from the same IP address of the respondent’s device.
  5. Carrier Consistency: Assures that the carrier of the respondent’s internet service exists in the targeting market.
Specialized questions to identify those not paying attention
1. Aside from a layer of security in all questions, we offer specialized questions that detect poor data quality.
2. These include the following question types:
  1. Red herring questions: Asks questions with odd answers to assure respondents are paying attention.
  2. Trap questions: Finds who is paying attention to a command, usually one that asks to select a negative response. Responders who choose positive responses will be caught.
  3. Quality Questions: Similar to red herring questions, they check if respondents read and understand what’s being asked.
Constant iteration until all quotas are met
1. With the agile research approach, the platform doesn’t merely provide speedy insights.
2. Instead, it creates constant iterations until all the quotas and the desired amount of completed surveys are met.
3. As such, the platform doesn’t cease, or pause (unless you set this command on your dashboard).
4. It allows you to gain the proper amount for your sampling pool.
5. With this, no survey pool is too large (relative to the necessary sampling size).

How else do research panels compare to an online survey platform?

Respondents can rest assured that they do not need to give away their data. To add to this, they can still be incentivized to take part in a survey study.

An online survey platform does all the heavy lifting in terms of retrieving responses, while in a research panel, the researcher has to make sure that all the participants respond adequately. This is to say that the researchers themselves must check for gibberish answers, questions left unanswered and much more.

This is especially more difficult in focus groups and one-on-one interviews, in which a researcher has to make sure everyone participates in the former, and that the panelists are willing to truthfully answer all the questions in the latter.

An online survey tool also effectively eliminates the need to worry about survey response rates, as it keeps iterating until the preset requirements are met (including the number of respondents).

As such, researchers have plenty to gain for their research needs from using an online survey tool in tandem with a research panel, or even as a replacement for a research panel.

The Ultimate Verdict on the Research Panel for Market Research

A research panel is a useful method for conducting market research, particularly for studying the same group of participants to monitor their opinions and behaviors and changes thereof.

However, a productive market research campaign will rely on using more diverse methods to extract data. This involves using random organic sampling, which forgoes the conditioning and pressures of a research panel.

As such, you should opt for a survey platform that offers RDE, or Random Device Engagement, which, as mentioned earlier on, distributes surveys randomly, across a wide network of digital properties. This includes websites, mobile sites and mobile apps.

With this survey function, the platform does all of the work when it comes to identifying respondents and covering all quotas. That means you don’t need to do anything in this regard, as the platform performs these tasks.

But there’s more.

To piggyback off of the section on the role of the research panel, online surveys and research panels do have some beneficial similarities. For example, they’re both ideal for creating and validating personas.

A research panel can identify a persona over several rounds of interviews/ surveys/ etc., while an online survey tool can conduct further research to find whether those personas are statistically significant.

Thus, these methods work well hand-in-hand when it comes to conducting market research. A strong online survey platform will ensure a synergistic relationship between random sampling surveys and research panels.

It should allow you to survey specific people, such as via email, or whichever digital channel you seek to use. Luckily, there’s the Distribution Link feature, which enables you to do just that.

Frequently asked questions

What is a research panel?

A market research panel includes participants who have willingly opted to participate in a research group regarding a specific subject. These members are pre-screened and pre-recruited.

Why are research panels important in the market research process?

Research panels are essential because they are not anonymous, unlike the respondents who take the surveys incognito. This is important because it allows researchers to find out everything about the members to match answers with the respondents themselves, ruling out chances of inaccuracy.

When should businesses use a research panel?

Businesses should set up a panel to facilitate in-depth research of audiences and their behavioral patterns or conduct a detailed, intimate study on customers. Large research projects that require multiple modes of data collection or market segmentation also work well with a dedicated research panel. You can also use them when building customer profiles.

What are some pros of using a research panel?

Panel members usually have a more advanced understanding of a research topic. Research panels are also easy to conduct in recurring intervals, and researchers do not need to screen information as they would with a new set of participants. In this way, it is faster and more efficient.

What are some cons of using a research panel?

With a panel, participants do not have privacy. They may have to participate in interviews which can be intimidating. This may pressurize a respondent to answer in a particular way, leading to an incorrect response. Research panels are also prone to fatigue, loss of interest, and panel attrition. Also, hiring a research panel is usually costlier as you may have to pay the participants for every session.

by lorraine

Building Brand Purpose with Market Research

As businesses seek to scale, grow and differentiate themselves from others in their field, they’ll need to have their brand purpose on full display.

Making light of your brand purpose is a critical way to show that your brand is mission-driven and exits beyond the shallow purpose of making a profit. Customers, especially the younger generation are fond of brands with a purpose.

In fact, 92% of Gen Z and 90% of Millennial respondents say they would support a purposeful brand, compared with 81% of Gen X consumers.

Consumers from across the globe also view brands that actively display their purpose in a positive light. 64% of global consumers say brands that communicate their purpose are more attractive. 62% want companies to take a stand on the issues they care about.

This article delves into brand purpose, its importance, examples of companies with visible purpose and how to find and build your own through market research.

Understanding Brand Purpose

This concept refers to a brand’s moral reason for being and what it stands for aside from making a profit and other commercial interests. Typically, a business assumes a brand purpose aligned with what its customers believe.

Also called the North Star and the noble purpose of a brand, it largely deals with finding a reason for the brand’s existence and using it to help its consumers.

Brand purpose is essentially the “why” behind a company. This “why” allows the business to show customers the values it holds and the noble cause it hopes to either achieve or contribute to.

A business’s brand purpose can serve as a reflection of the founders’ lives and experiences, what they consider to be gaps in their market or a major change in their market.

A brand’s purpose can be ethical, moral or political in nature, giving customers the chance to do business with a brand that supports a certain cause or way of life.

A brand purpose should not be confused with a brand promise, which is the general expectation a product or service offers to its customers.

Coming Up With a Brand Purpose

When coming up with a brand purpose, consider how your business intends to make the world improve, or at least a component of it. This can involve affecting social obligations for your target market, environment or society at large.

This will resonate with your consumers and their values and give them another reason to patronize you.

Ask yourself the following to begin finding your brand purpose:

What does your brand stand for?
Does your business have a mission?
What does your business strive to do – or commit to never do?
What values does your brand uphold or plan on upholding?
How can you use your values as a company to strive towards a goal for the greater good?

Questions like these are at the core of brand purpose. Once you answer these, you can study your customers to probe further.

The Importance of Brand Purpose

A brand purpose goes far beyond appearing conscientious in your market.

First off, a powerful brand purpose will set you apart from the competition. Plenty of business rivals may offer similar products, services and experiences, but they are unlikely to share the same brand value of your brand — or any at all.

A brand purpose is a potent aspect of your business to use for building your reputation and strengthening your brand equity. You can do so by establishing your brand as one that is socially, environmentally, politically or otherwise conscious and caring about issues besides its own bottom line.

In turn, this humanizes your brand. Your business will no longer be seen as merely another provider or another cash cow. Instead, it will be recalled as one with a human conscious, one that cares bout a certain issue and it attempting to reach goals that ultimately benefit society in one way or another.

By improving your reputation and heightening your brand as one not solely concerned about profits, you can thus apply your brand purpose in your branding. You can do this across a wide span of campaigns, from branding to PR to advertising and beyond. Your best bet is to apply it to the main conduit of your communications: your content marketing strategy.

This involves directly mentioning your purpose and alluding to it across your blogs, resources pages, social media, landing pages, videos and any other channel that grants you the opportunity to make consumers aware of your brand purpose.

Finally and most importantly, having a brand purpose makes the brand more appealing to the customers, as they will feel that their spending is making a difference in the world. It will also make them feel like they are a part of something greater than just a customer buying journey or shopping session.

A brand purpose enables your business to connect with consumers on a personal level. This is important, as aforementioned, given that customers are becoming increasingly invested in brands that have a purpose.

In fact, 52% of customers say they are more attracted to buy from brands if they stand for something bigger than just the products and services they sell, especially if it aligns with their personal values.

Moreover, 71% of customers say they prefer to buy from a purpose-driven company over another one, should the cost and quality be the same. What’s more astonishing is that despite the statistics of consumers leaving brands after one bad experience, 72% of consumers say they would forgive a company with a brand purpose if it made a mistake.

The implications of these statistics are major, pointing to higher levels of brand trust in purposeful companies. Additionally, it means that when a customer contemplates a brand with purpose, they are also more inclined to remember it, purchase from it and want to work for it.

In addition, when a customer sees a logo of a purpose-driven brand, they’ll associate it with being compassionate, responsible and ethical.

All in all, when brands exhibit a brand purpose, they are effectively standing out among competitors, improving their reputation, gaining ideas for marketing and branding and resonating with customers and their values.

All brands should therefore strive to be purpose-driven.

Examples of Companies With Brand Purpose

Companies across various sectors have taken up a brand purpose. This has given their customers a much deeper meaner to their brand and offerings.

The following lays out a few examples of companies that actively demonstrate their brand purpose:

Dove: The personal care company aims to help women discover the value of real beauty and improve self-esteem worldwide. Their #speakbeautiful movement encouraged women to be kinder to themselves and embrace their natural bodies. The brand creates relatable and realistic marketing instead of the highly edited images common in the beauty industry.
Muji: The Japanese retailer of household items and apparel promotes self-restraint, humility and the natural state of the environment, along with supporting simplicity and moderation. It sustains the latter by offering functional products with a simple design and are practical to use. As for the former, Muji emphasizes reducing production, recycling and packaging waste.
Crayola: The art supply company works to help parents and teaches foster creativity within children. It enables those in children’s lives to inspire them to be “creatively alive” instead of simply using their products. Crayola had various programs dedicated to this purpose, a mission they attempt to achieve globally.
Everlane: The American clothing retailer has a threefold brand purpose. It is bent on creating environmentally friendly products, providing high-quality products and being transparent as possible. The company sources only from ethical factories — the kinds that have fair wages and hours. It uses fine materials and brands itself as being radically transparent. When it comes to the latter, Everlane gives information on how much their clothes cost to be made, which materials they used, the labor involved and even the transporting methods.

How to Find and Build Brand Purpose with Market Research

Market research can help you discover the possible themes and nuances of your brand purpose. This is because there are various market research techniques you can use to study your target market, the group of customers most likely to buy from you.

You can begin conducting market research via secondary sources, such as trade magazines, news websites, blogs and competitor websites to see the kinds of purposes your competitors are aligning themselves with.

You can also use these sources to understand which purposes resonate the most with customers and the kinds of campaigns brands in your field and beyond have created based on their brand purpose. This will help you form the onset of your brand purpose.

Next, shift into primary market research by conducting survey research on your target market. This will give you firsthand insights into all of your customers’ thoughts in relation to current issues and popular causes.

Use a trusted online survey platform to reach the correct target market sample. This platform should allow you to extract the exact amount of respondents that you input in the screener, including quotas on various audiences.

Your survey platform should have the option of being able to incorporate multiples audiences in one survey. That way, you can observe different target market segments and customer personas under one survey study, allowing you to analyze the data via the same dashboard.

You should also be able to reach the correct respondents via demographics, behaviors, and even by their specific answers to screening questions.

Ask your respondents about various social issues, from the environment to education and all else. In your survey, you should seek out which issue and which message resonates the most with your target market, along with which elicits the strongest reactions. In this way, you may need to insert elements of emotional marketing.

You should also add A/B testing into your surveys to see which messaging or issues affect your customers the most, along with which they care most about. Remember to conduct market research beforehand, as you’ll need to know your customers before you set out to find your brand purpose.

You can continue surveying customers after you’ve decided on a brand purpose, to find the right messaging and images. Do so with A/B testing, including sequential testing.

Differentiating Your Business

Creating a brand purpose and applying it to various marketing campaigns will differentiate your business and ultimately allow it to survive. But before you insert a brand purpose into your branding, you’ll need to find a strong one that your target market deems important and compelling.

To do so, you’ll need a strong market research platform to host your survey campaigns. Such a platform should run on random device engagement (RDE) sampling, so you can reach customers in their natural digital environments, instead of pre-recruiting them. This removes social pressures in the surveys and will cut back on survey bias.

You should also use a mobile-first platform, since mobile dominates the digital space and no one wants to take surveys in a mobile environment that’s not built for them.

The online survey platform you opt for should also offer artificial intelligence and machine learning to remove low-quality data, disqualify low-quality data and offer a broad range of survey and question types.

It should also allow you to survey anyone. As such, you’ll need a platform with a reach to millions of consumers, along with one that offers the Distribution Link feature. This feature will allow you to send your survey to specific customers, instead of only deploying them across a vast network.

With an online survey platform with all of these capabilities, you’ll be able to motivate your customers into making repeat purchases.

by lorraine

How to Promote Repeat Purchases with Survey Research

You’ll need to cultivate repeat purchases from your customers given the weight of customer retention. Even if you operate a B2C retail establishment, your business will greatly benefit from existing customers shopping from your business continuously.

90% of customers are more likely to purchase more, and 93% of customers are more likely to make repeat purchases at companies with excellent customer service.

61% of SMBs report that more than half of their revenue comes from repeat purchases of existing customers, rather than from new customers. These statistics demonstrate how clear the value of repeat purchases is.

However, despite these perceptible benefits, 96% of customers stop doing business with a company due to poor customer service. This damaging statistic proves that almost all customers will not simply make fewer purchases with a business, but abandon it entirely.

As such, brands must elevate their CX and understand their customers to retain customers.

This article explores the concept of repeat purchases, their implications, importance and how to foster it with survey research.

Understanding Repeat Purchases

A self-evident concept, repeat purchases refer to instances of customers purchasing more than once from the same business. This behavior is usually associated with buying from a business multiple times, instead of just twice.

As such, repeat purchases result from customer retention, which is the result of consumer loyalty. There are many building blocks of loyalty, including providing a great customer experience, reasonable prices, product satisfaction, brand equity, brand trust, satisfying all of your consumer preferences and more.

When strategizing how to stimulate repeat purchases, businesses can create various campaigns, from advertising to PR, social media and various others to facilitate repeat purchases through different purchasing methods. This means that although you may have customers who purchase in-store, you can still pique online or phone orders.

For example, assume you have a customer persona who prefers buying via the brick-and-mortar way. They can still be swayed to make an online purchase, should it be compelling enough. You can achieve this by offering a special online promotion, introducing an online rewards program, or appealing to this persona in some other way that makes it tempting for them to buy online.

At any rate, you can forge repeat purchases through omnichannel communications and various purchasing options.

The Importance of Repeat Purchases

Repeat purchases are important for several reasons.

First off, when customers buy from the same company, it is a sign of customer loyalty, which means that not only will your customers continue buying from you, but they will be less inclined to shop from your competitors.

As such, you’ll be drawing in a larger customer retention rate, and as you’ve read across multiple CX, marketing and eCommerce outlets, customer retention is more profitable than acquisition. Various figures prove this, such as the fact that acquiring new customers costs five times as much as keeping existing ones and that selling to existing customers has a success rate of 60-70%, while it is only 5-20% for new customers.

High levels of repeat purchases also point to a low customer churn rate, another necessity for keeping your business afloat, given the need to retain a stream of customers. In addition, once customers churn, it is going to be difficult to bring them back to your business, as they've already made up their minds — and not from hearsay but their experience from being your customers.

If your customers didn’t like your products, they wouldn’t buy them — unless it was due to utter necessity and no other choice. As such, when customers buy repeatedly from you, not only are you lowering your customer acquisition cost due to higher retention, but you’re also building trust around your brand. The more customers buy from you, the more reliable you are perceived to be.

Customers who make repeat purchases are also important given their higher expenditures, as repeat customers spend 67% more than new customers. This isn’t surprising, as retained customers know what to expect from their favorite brand(s), therefore being more liberal with their spending.

Customers who buy from you year after year are critical, as they signify a segment that has the potential or currently carries a high Customer Lifetime Value. This metric relays the worth of customers during their entire relationship with the company. It involves both purchases and the length of a relationship customers have with businesses.

Value also increases in reverse, meaning that a brand appears to be more valuable to customers who make continuous purchases. As such, these purchases exemplify high levels of customer value, which is the perception of what a product or service is worth to a customer versus its alternatives.

All in all, when customers make repeat purchases, they are easier to sell to, improve a brand’s reputation and generate higher overall value for a company.

7 Effective Ways to Increase Repeat Purchases

Businesses can try experimenting with different methods to increase and strengthen customers by making repeat purchases.

The following enumerates 7 methods you can use to increase repeat purchases:

Offer perks via VIP programs.
1. These programs grant elite status to customers who buy more, directly leading to repeat purchases.
Create referral programs with incentives for current customers that bring in new ones.
1. This will whet customers’ interest in staying customers, as they will be rewarded.
Create discounts and seasonal campaigns to draw in continuous purchases for special occasions.
1. This will entice customers to buy repeatedly by buying more than just one kind of product. For example, various Halloween candy or Christmas decor.
Retarget customers via email marketing.
1. Target your customers directly after they make their first purchase via email marketing.
2. You can give them the option of subscribing to a mailing list or suggesting similar products now and then.
Create exclusive deals for customers through rewards programs.
1. While creating seasonal promotions is useful, you can extend your deals and discounts by creating rewards programs for customers.
2. This directly leads to customers buying more.
Appeal to customers with marketing personalization.
1. No one likes to be marketed to, especially in generic ways.
2. Creating personalization makes customers feel seen, heard and far more special than they would as recipients of non-personalized offers and messages.
Ask for user-generated content.
1. This involves content that your consumers produce via using your products and services, which you then feature across your website and other digital properties.
2. This method creates bonds between brands and customers, which gives brands an edge in that customers view them as more than just another business.

How to Stimulate Repeat Purchases with Survey Research

Market research is the underlying mechanism for increasing repeat purchases. This is because, to appeal to your customers, you’ll need to understand them at a deeper level. This way, you can properly market to and serve them.

When you understand all of your customers’ desires, needs, aversions and perceptions, you’ll be able to create marketing campaigns that compel them to interact with your brand, as you push them further down the sales funnel until they convert.

There are various market research techniques that you can apply to better understand your customers; this involves gaining insights into customer behavior and your customer’s needs, along with their reactions to your current marketing campaigns.

Wheel secondary market research is a good starting point for learning about your customers, your best bet is to gain insights that are timely and unique to your target. You can achieve this by conducting survey research, a kind of primary research.

Surveys allow you to inquire into any topic, granting you full control over your market research study. You can create surveys for several purposes, as there are various surveys and different types of survey questions you can ask.

The following lists some of the key survey types to use to increase repeat customer spending:

The customer service survey
1. Bad service can deter customers from making any further purchases from you and this survey gauges your customer service.
The customer retention survey
1. Given that repeat purchases indicate retention, use this survey to help you determine your degree of customer retention.
The CES survey (Customer Effort Score Survey)
1. This survey measures customer effort, the degree or amount of effort that a customer puts into a certain interaction with a company.
The longitudinal survey
1. You can measure the opinions your customers have on your products and services by surveying them over longer periods with this kind of survey.
The product satisfaction survey
1. Especially useful for observing attitudes and opinions of your products, this survey allows you to get direct feedback on the products themselves.
2. This helps you improve your product features and innovate new ones.

Fueling Your Business

You should always aim to encourage your target market to make repeat purchases. After all, these are the lifeblood of customer retention, yielding all of its benefits. To spur this shopping phenomenon, you’ll need to understand your customers at a deeper level.

You’ll need a strong market research platform to host your survey campaigns. Such a platform should run on random device engagement (RDE) sampling, so that you can reach customers in their natural digital environments, instead of pre-recruiting them. This removes social pressures in the surveys and will cut back on survey bias.

You should also use a mobile-first platform, as mobile dominates the digital space and no one wants to take surveys in a mobile environment that’s not built for them.

It should also allow you to survey anyone. As such, you’ll need a platform with a reach to millions of consumers, along with one that offers the Distribution Link feature.

This feature will allow you to send your survey to specific customers, instead of only deploying them across a vast network.

With an online survey platform with all of these capabilities, you’ll be able to motivate your customers to make repeat purchases.

by lorraine

The Best UX Survey Questions to Power Your Surveys

You need to have a reliable set of UX survey questions to power your UX survey. The questions steer the direction of your entire study and campaign and should therefore be woven carefully.

This kind of survey assesses user behavior in relation to your products, services, digital experiences and other user experiences. It is meant to reveal how your consumers experience your offerings firsthand, revealing the difficulty and ease of using your products.

Achieving a good UX is critical for numerous reasons, such as the fact that top companies that lead in UX outperformed the S&P index by 35%. Good UX also has a strong ROI, as every $1 invested in UX, brings $100 in return, indicating an ROI of 9,900%.

You ought to avoid bad UX like the plague, as it even turns away the customers who love a brand. In fact, 32% of customers who love a brand will leave it after just one bad experience.

This article presents various examples of UX questions, their importance in different settings and where in the customer buying journey to use them, so that you are never at a loss of how to fill your UX survey.

The Importance of UX Survey Questions Throughout Different Touchpoints

There are various touchpoints that you should use as the basis of your UX survey questions, as the experiences your users undergo there are critical to study.

By asking questions based on different moments in the buying journey, which include pre and post-sales, you’ll paint an accurate picture of how your consumers perceive all of your UX offerings, whether they are digital or physical.

This includes understanding the difficulty and ease of interacting with your company and using your products, services and experiences. As such, you can use the insights from your UX survey questions to improve across all customer touchpoints, accelerate product innovation and ease the process of your experiences.

Additionally, by studying UX across various touchpoints, you’ll unearth your consumer preferences, see what’s driving demand in your offerings specifically, understand what’s inciting repeat purchases and much more. The key is to ask relevant and specific questions.

Where to Use and Draw Inspiration for UX Survey Questions

While it is important to look at your customer experience as a whole, there are several key moments that you should zero in on to study your UX.

These provide excellent opportunities for asking UX questions, whether they involve questioning users then and there, or following up with a UX survey that asks questions on different points in their UX.

The following lists key moments in the buying journey to pay attention to and use for UX survey questions:

The first visit(s) to your website, mobile site, app or other digital property
1. When: Pre-sales
After an asset download
1. When: Pre-sales
2. This is especially useful for B2B consumers.
Interactions with a UI element or experience
1. When: Pre or post-sales
2. This can involve quizzes, games, UI marketing collateral and more.
Subscription sign-ups
1. When: Pre (if free) or post-sales (if paid for)
2. This can be a free or paid subscription to content.
Trying a product via an in-home use test
1. When: Pre-sales
2. This involves the users trying out your products, who are usually recruited for market research purposes.
For customer development
1. When: Pre-sales
2. This is a framework used to discover whether a product satisfies the need(s) of a target market, part of the lean startup concept in order to bring a product to market more efficiently.
After a week or more of purchasing a product or digital asset.
1. When: Post-sales
2. This is especially necessary if you collected the customers’ email addresses.
During present usage of service, product or app
1. When: Post-sales
2. Example: UX with an app, a subscription, a product, a feature, etc.

Examples of UX Survey Survey Questions to Use

Now that you understand the importance of using UX survey questions across different stages in the customer buying journey, along with the specific times to use them, let’s analyze the heart of the survey: the questions.

Aside from being able to come up with reliable UX questions, it is key to be able to organize and label them. This will help you think up and sort new questions as they arise.

The following provides examples of useful UX survey questions to use in your UX survey:

Have you used the [new tool/feature]?
1. Question type: Yes or no
2. When to use: After (or during) the first visits to your website, mobile site, app or other digital property
3. Follow up? If yes, go to Question 2
How easy was it to use [new tool/feature] on a scale of 1 (very difficult) to 5 (very easy)?
1. Question type: Likert scale
2. When to use: As a follow-up to the previous question, during present usage of product, service or app
3. Follow up? If the answer is between 3-5, follow-up with an open-ended question
Was this [asset name] helpful?
1. Question type: Yes or no
2. When to use: After downloading an asset
3. Follow up? Yes, with an open-ended question about how it was helpful.
What are your first impressions of [UI element]?
1. Question type: Multiple-choice, multiple selection and open-ended questions
2. When to use: After interacting with a UI element
3. Follow up? Yes, with an open-ended question to explain the reasoning
Did you enjoy [UI element]?
1. Question type: Yes or no, or multiple selection ranging from “not at all” to “very much.”
2. When to use: After interacting with a UI element
3. Follow up? Yes, with an open-ended question to explain this answer.
How easy was it for you to sign up for this subscription?
1. Question type: Likert scale
2. When to use: After signing up for a content, SaaS or physical subscription
3. Follow up? Yes, with an open-ended question on how to make it easier/better.
Did this product have any glitches or things you would change?
1. Question type: Multiple-choice of “none at all”, “1-3 things, but they aren’t major,” “1-3 things and they’re important,” etc
2. When to use: As part of an in-home use test
3. Follow up? Yes, with an open-ended question on what the problems the customer incurred or features they would like to see improved.
What is one thing you would change about [tool/feature]?
1. Question type: Multiple-choice, multiple-selection
2. When to use: As part of customer development/ product innovation
3. Follow up? Yes, with an open-ended question to explain further.
What are the best / worst parts about using this [product, service, digital experience]?
1. Question type: Multiple-choice, multiple-selection
2. When to use: After a customer has used a product for a certain amount of time
3. Follow up? Yes, with an open-ended question to explain what they like and dislike about their UX.
Did this [UX/UI element] help you? Was it easy to use?
1. Question type: Yes or no or Multiple-choice of “not at all” to “yes, completely.”
2. When to use: Interactions with a UI element
3. Follow up? Yes, with a multiple-choice question on the easiest and most helpful aspects or those that aren’t.

Excelling in UX

Improving your UX and keeping customers satisfied in this regard goes a long way towards providing customer satisfaction and building consumer loyalty. You should therefore strive to optimize your UX whenever possible.

To do so, you’ll need a strong online survey platform, one that offers advanced skip logic to route respondents to relevant follow-up questions based on their previous answers. It should also make it easy to form a customer journey survey to survey your respondents across their customer journeys.

The best-in-class platform uses random device engagement (RDE) sampling, for reaching customers in their natural digital environments, instead of pre-recruiting them. This removes social pressures in the surveys and will cut back on survey bias.

You should also use a mobile-first platform since mobile dominates the digital space and no one wants to take surveys in a mobile environment that’s not built for mobile devices.

Your online survey platform should also offer artificial intelligence and machine learning to remove low-quality data, disqualify low-quality data and offer a broad range of survey and question types.

Additionally, it should also allow you to survey anyone. As such, you’ll need a platform with a reach to millions of consumers, along with one that offers the Distribution Link feature. This feature will allow you to send your survey to specific customers, instead of only deploying them across a vast network.

With an online survey platform with all of these capabilities, you’ll be able to collect data on cultural awareness and virtually any topic.

by lorraine

Producing Customer Convenience with Market Research

Despite the generality of its name, you should never ignore customer convenience, as you’re not competing on product and price alone. Customers seek convenience wherever they can find it and they strongly value it in the age of ecommerce.

In fact, 83% of customers rate convenience while shopping as more important to them now compared with five years ago. It is clear to see why customers will choose one brand over another, given the weight of the convenience factor.

On the contrary, an inconvenient customer experience will drive customers away from your business — this isn’t an exaggeration. 97% of customers have abandoned a purchase because the service wasn’t convenient enough.

Convenience is the mainspring of the growth of ecommerce; businesses should therefore work towards developing in all parts of their business.

This article explains customer convenience, its importance, common places to include it and how you can produce it with market research.

Understanding Customer Convenience

Customer convenience may outwardly appear to be a broad term. However, despite that it comes in many forms, customer convenience is bound by the concept of easing all customer-facing activities so that it is painless for customers to do business with a company.

Customer convenience does not merely entail making it slightly easier to buy products from a business. Instead, it involves creating ultimate ease across the entire customer buying journey.

Customer convenience involves making any element in the customer experience, including the digital experience, saving customers time and effort. Although many products, services and other offerings were designed and marketed for their convenience, not all areas of business offer it.

What Determines Customer Convenience

This concept is determined by the ratio of pleasure and pain in the user experience, which in turn, affects customer behavior. The more glaring and latent obstacles customers undergo while engaging with your business, the less convenience your business offers. On the other hand, the more friction-free and seamless your processes are, the greater your customer convenience becomes.

Consider all the interactions and undertakings involved with your business that customers face. Are they all designed with ease of use, speed and general convenience? Chances are, with all the campaigns you’re running, that not every customer-facing facet of your business is optimized to save your customers time and effort.

Given that customers prioritize convenience, your brand should too.

The Importance of Customer Convenience

Customer convenience is important for several reasons.

As the intro mentioned, close to 100% of shoppers value customer convenience. This is even more pronounced by the fact that more than one-third of shoppers feel they have less free time now compared with five years ago. These shoppers seek out businesses that help them save their time and effort.

52% of those shoppers say that half or more of their purchases are influenced by convenience. As such, these statistics prove the importance of customer convenience, as it influences purchases and customer buying behavior. Customers are more inclined to buy from businesses that offer convenience, whether it is retailers offering various sizing options, or several delivery options.

As such, customer convenience affects how customers make buying decisions, including what products to buy, what services to get and with which businesses to engage with. Businesses should thus cater to any convenience-related whims and expectations that customers may have.

To achieve this end, they should remove any pain points or causes of discomfort across their customer experience. This involves digitally, physically and across various other customer touchpoints, such as on the one.

When it is easy for customers to get the information they need and to complete a purchase with you, not only will they be more inclined to buy from you, they’ll also be happier, owing to the convenience you provided. As such, convenience is a vital factor in customer satisfaction.

Satisfaction is a key factor in patronage and when customers are constantly satisfied, then you’ll earn their loyalty, which in turn yields customer retention and finally, customers with a high Customer Lifetime Value (CLV). Building up to the status of a high CLV requires the starting point of delivering customer convenience.

As such, creating customer convenience is a necessary long-term strategy for growing your business.

Common Ways to Create Customer Convenience

To reiterate, customer convenience exists in many forms. You should forge customer convenience whenever possible, not just during a transaction or a point of sale. This is because it exists in five dimensions of service: time, place, acquisition, use, and execution.

Aside from service, there are also several other key instances in the customer experience that require establishing customer convenience. These involve various marketing and UX concepts.

The following lists the various common ways you can use to create customer convenience, along with examples on how to create convenience in each category:

Usability
1. This involves the core of convenience, referring to the ease of using something.
2. This can involve using the product, a service, or a digital experience,
3. Digital experiences involve digital products, content and mechanisms for ordering, purchasing or subscribing to something.
  1. Example: Create convenience in the checkout with a one-click purchase capability
Location
1. Create products and services close to the customer or that the customer can access quickly.
  1. For example: advertising to a target market segment that lives near the location of your shop or where your products/services are sold.
Saving Time
1. Saving time is one of the major components of customer convenience. No one likes having too much of their time taken up, not least by interacting with a business.
2. Assure your website, mobile site and apps quickly load.
3. Create a quick checkout and agility in all of your digital experiences.
Personalization
1. Personalize everything to show customers you understand them and don’t merely offer generic communication.
2. Use marketing personalization in all of your marketing, outreach and communications practices.
3. Make sure to customize your marketing content, as well as your products to your target market’s liking.
  1. Example: an online service or machine with menus that customers can use to personalize their experience.
Scheduling
1. This involves arranging appointments, meetings, repairs, calls with customer support and even conducting market research at times most convenient for your customers, or, in the case of market research techniques, your respondents.
2. Offer various scheduling options, include custom scheduling, so that your customers choose the exact time and date of their appointments, etc.
Delivery
1. Always offer delivery services to your target market
2. Ensure you offer delivery to all neighborhoods of a city, not just the main ones.
  1. There are various restaurants and food service businesses, for example, that only deliver to Manhattan, but not other boroughs.
3. Offer various delivery options.
  1. This involves expedited delivery and contactless delivery options.
Portability
1. This refers to mobility and the ease of carrying items around.
2. To remain competitive, create items that weigh less, are more compact and are easy to carry.
3. For example, air conditioners are known for being unwieldy; you can keep your business competitive by making them portable.
Automation
1. This involves computers and software performing work that a human would otherwise do.
2. When it comes to market research, this includes using a provider that runs on artificial intelligence.
3. Certain products for everyday use can also be automated, for example, a dishwasher, soap dispenser, etc.

How to Create Customer Convenience with Market Research

Market research opens doors to your customers, from being able to segment your customers with market segmentation, filtering them further by creating customer personas and studying them for various campaigns.

Since customer convenience is centered on the customers, gleaning insights from the customers themselves is the most ideal way to produce it. Market research brings you these insights and the fastest and most convenient way to reach these insights is through conducting a survey campaign.

When you apply custom research, as opposed to syndicated research, you are entirely in control of your market research campaign. You’ll be able to create surveys by extracting the exact target audience you need, build your own questionnaires and qualify respondents on categories that go far beyond age and gender.

When creating your questions, you’ll be able to quiz your customers on a host of convenience-related matters. The surveys you create will uncover a host of customer intelligence, including consumer preferences on various aspects of your business.

This grants you firsthand insights into how your target market defines customer convenience for itself. By understanding your customers’ preferences, wants, needs and opinions, you’ll be able to inject convenience across all areas of your business, from the workings of your products, to customization, to UX and much more.

Here are a few key ways to create customer convenience through market research:

Use a reliable online survey platform to complete the following steps.
Begin by segmenting your customers via market segmentation using an online survey platform.
1. You can create as many segments and subsegments as necessary for your campaigns.
2. Create customer personas for granular representations of your actual customers.
Survey your customers on customer satisfaction to discover gaps in your service, communications and overall CX.
1. They will provide opportunities to improve your offerings and forge convenience.
2. Create surveys with themes from the prior section on the common ways to produce customer convenience.
To learn how difficult it is for your customers to interact with your company with the Customer Effort Score or CES survey.
1. This shows the degree of difficulty a customer has experienced to try to get an issue resolved. It also refers to the ease (or difficulty) a customer had with a certain touchpoint with a company.
Create campaigns to improve the gaps and points of friction you discovered from doing survey research in Step 3.
1. You may want to conduct causal research and experimental research to determine if your changes correspond with customer happiness and truly hammer out convenience.
Probe further by creating effective surveys on the campaigns you’ve created in Step 4.
1. Here, you should assess the effects of the changes you’ve made and whether they’ve been able to foster customer convenience.
Iterate what customers find convenient and remove all areas of difficulty that you discover from your survey studies.
1. You can create follow-up surveys to continue optimizing your customer convenience.

Keeping Your Customers Comfortable at all Times

The way to stay ahead of the competition is to keep customers returning to you as opposed to patronizing your competitors. In order to stimulate customer loyalty and this kind of retention, you’ll need to produce customer convenience whenever possible.

Market research provides an avenue for creating customer convenience, as it involves studying your customers to understand them at a deep level. Given that convenience can exist in many forms, market research allows you to understand which are preferred by your customers, as well as what they find inconvenient in their customer experience.

In this way, customer convenience serves as the antidote to customer attrition, allowing you to keep more customers happy and most importantly, retain more customers. To do so, you’ll need to use a strong market research platform.

Such a platform should run on random device engagement (RDE) sampling, allowing you to reach customers in their natural digital environments, instead of pre-recruiting them. This removes social pressures and will cut back on biases.

You should also use a mobile-first platform, as mobile dominates the digital space and no one wants to take part in a difficult mobile session.

The platform you opt for should also offer artificial intelligence and machine learning to remove low-quality data, offer a broad range of survey and question types and disqualify low-quality data.

It should also allow you to survey anyone. As such, you’ll need a platform with a reach to millions of consumers, along with one that offers the Distribution Link feature.

This feature will allow you to send your survey to specific customers, instead of just deploying them across a network.

With an online survey platform with all of these capabilities, you’ll be able to extract quality customer data and forge customer convenience at every turn.

by lorraine

Diving Into the UX Survey to Improve User Research and UX

You’ll need to use a UX survey when conducting user research and all things relating to the use and functionality of your offerings. Whether you’re working towards improving the user experience (UX) of a product or a page on your website, the need to offer a superb UX is critical.

88% of users won’t return to a website after a bad user experience. Needless to say, you’ll be losing most of your website traffic and all of its implications, such as a loss of brand engagement and conversions, when your UX is less than stellar, much less when it is below par.

On the contrary, providing a good UX has substantial benefits. For every $1 you invest in UX leads to a return of $100. That is equivalent to an ROI of 9,900%.

Due to the weight UX carries and developments across various user-facing interfaces, you must always strive to improve your UX.

This article explains how to do just that, as it covers the UX survey, its importance, when to use it, how to create one and more.

Understanding the UX Survey

A UX survey is a survey designed to collect customer feedback to assess user behavior as it relates to your products, services, digital experiences and other user experiences.

The purpose of this survey is to grant you insight into how your consumers are experiencing using your offerings. This is critical given that it gives you direct access to the effectiveness, ease, difficulty and other associations your users have with your various properties.

A user experience survey can extract both quantitative and qualitative market research about a user’s interactions with a website, a digital product and all others. The data from this survey can be used to support and complement other Martech and SaaS integrations, such as website analytics and UX metrics.

As such, you can use it alongside methods such as A/B testing, heatmaps, usability testing, and more.

The feedback you receive from this kind of survey shows you exactly what customers are experiencing, what works in your UX, what needs improvement and what should be completely scrapped. This way, you’ll know directly from your users what changes you should prioritize.

There are various instances in the customer buying journey where you should study user behavior. This survey is the ideal method to use as part of your study, as it gives you timely insights into your UX.

The Importance of the UX Survey

The UX survey is important for several reasons for designers, end-users and ultimately, your business. This kind of survey is the ideal tool for using data for decision-making for various UX-related campaigns.

It gives firsthand insight into the usability of your various offerings from your consumers themselves. While it is important to give your experiences a test by your team and its designated participants, it is the experiences and opinions of your users that ultimately matter.

The UX survey is a crucial tool for the methodical study of target users, also known as user research. It provides access to your users’ needs and pain points. This way, your team becomes aware of how to improve various offerings, including what to keep as it is.

As such, this survey aids product designers, web developers, UX designers and other creatives with insights on how to establish the most sought-after designs, the kind that improves the user experience on many fronts.

User researchers can use the UX survey to expose problems they didn’t know existed in their UX and discover design solutions. In this way, this survey helps uncover various design opportunities designers can assuredly take, rather than basing their decisions on intuition alone.

Aside from aiding the design process, businesses can use the knowledge they derive from this survey to innovate product features, updates and even create new products.

The UX intelligence that business owners get from this survey allows them to make informed decisions and avoid running into past bugs and glitches.

The UX survey doesn’t simply allow businesses to unearth what their users want, need and are frustrated with. Instead, it provides these insights by first allowing you to discover who your customers are since this is a kind of consumer survey.

As such, you can use it to ask questions that contextualize their usage of your products and experiences by asking them about their customer buying behavior, lifestyle, needs and much more.

In short, the UX survey provides a window into how customers interact and experience your products, services and digital properties. It allows you to access all of their thoughts regarding your UX so you can make informed and agile improvements.

When to Use a UX Survey

There are various times in the customer journey when you should apply this survey. These include both post-sales and pre-sales periods and activities. It is evident why you should probe into your UX after your customers buy from you.

As for pre-sales interactions, these are also key instances to study your users, as they show what your potential customers in your target market need and feel in regards to their UX with your company. In this way, their UX before making a purchase is key for building brand awareness and brand equity.

It is also significant to building their brand trust— if they buy from you after their experiences. First impressions are essential, so their UX with your business can also be the deciding factor in becoming a customer or bouncing/ patronizing your competitors.

Here are the several key times to implement a UX survey:

During their first visit(s) to your website, app, or other digital property
1. Pre-sales
After your users download one of your assets
1. Pre-sales
2. This is especially useful for B2B consumers.
After your users interact with a UI element or experience
1. Pre or post-sales
2. This can involve quizzes, games, UI marketing collateral and more.
After your users signed up for a subscription
1. Pre (if free) or post-sales (if paid for)
2. This can be a free or paid subscription to content.
After users try your product via an in-home use test
1. Pre-sales
2. This involves the users trying out your products, who are usually recruited for market research purposes.
For customer development
1. Pre-sales
2. This is a framework used to discover whether a product satisfies the need(s) of a target market, part of the lean startup concept to bring a product to market more efficiently.
A week or more after customers have purchased a product or digital asset.
1. Post-sales
2. This is especially necessary if you collected the customers’ email addresses.
During the present usage of a service, product, or app
1. Post-sales
2. Example: UX with an app, a subscription, a product, a feature, etc.

How to Create a UX Survey

Creating an insights-rich UX survey involves more than just coming up with a few questions. Instead, there is a process of best practices you should heed to reap the best results from your survey.

These will ensure your respondents stay engaged in the survey and you extract relevant UX-related data.

The following explains the key steps to take when creating a UX survey:

Begin by focusing on a UX problem you may need to solve.
1. If you don't know what the problem is yet, come up with preliminary questions to identify your users' pain points to find any UX issues they’ve experienced.
Begin with close-ended multiple-choice questions before probing further with follow-up questions.
1. For example: Have you used the [offering]?
2. If yes, follow up by using advanced skip logic to ask: How easy was it for you to use [offering] on a scale of 1 (very difficult) to 5 (very easy)?
Use the following more specific types of survey questions in your UX survey:
1. Task-driven feedback questions open-ended questions. Example: Tell me about your experience using your current fitness app.
2. Expectations and impressions open-ended questions. Example: What is your favorite feature?
3. Follow-up questions Example: How would you rate your experience of the app?”
Keep your survey quick to complete and focused on one area of UX.
1. Too many will confuse, bore or irritate the respondents.
2. It is also best to hone in on one experience as a means of dividing and conquering and providing full attention to one issue.
Analyze your results by sharing your findings with your team.
1. Improving UX is a team effort.
2. Use a survey platform that makes it easy to partake in data democratization.

Giving Your Target Market the Best User Experience

Closing off, it is important to not only understand your customers, but also their particular user experience. This gives you massive insights into design, product innovation, content marketing strategy.

As such, you should conduct a UX survey, but only on a potent market research platform. You wouldn’t want to waste your time and efforts on a less-than-stellar platform.

You’ll need a strong online survey platform, the kind that runs on random device engagement (RDE) sampling, which enables you to reach consumers in their natural digital environments, instead of pre-recruiting them. This removes social pressures and will cut back on biases.

You should also use a mobile-first platform since mobile dominates the digital space and so many of your respondents will find your survey while using their mobile devices.

Most importantly, it should allow you to survey anyone. As such, you’ll need a platform with a reach to millions of consumers, along with one that offers the Distribution Link feature. This is especially important in the case of UX surveys, as you’ll need to send your survey to specific users based on what product or service they interacted with.

When you use an online survey platform with all of these capabilities, you’ll be able to perform quality user research and reach millions with your UX survey.

by lorraine

Using Customer Service Survey Questions to Complement Your Survey

All brands should carefully construct their customer service survey questions, as the questions make up the core of any survey. Thus, the effectiveness of this survey largely depends on the questions you use.

Brands use the customer service survey to understand and improve all instances that involve their customers receiving some form of customer service. Customer service should not be a secondary concern for any organization, as the success of a business largely depends on providing good customer service.

As a matter of fact, 58% of American customers will switch companies because of poor customer service. This would be especially devastating for businesses who work towards strengthening other key aspects of their company, such as the product or UX, proving that you shouldn’t cast aside customer service.

In contrast, 89% of customers are more likely to buy from the same company again after a positive customer service experience. It’s evident that maintaining good customer service has tangible benefits.

This article observes customer service survey questions, presenting key examples of each type so that you can correctly craft them in your survey with ease.

Common Types of Customer Service Survey Questions

You can survey your customers about any touchpoint or experience relating to customer service in this survey type. At times, you’ll notice that these involve other key aspects customers face in their customer buying journey.

You should expect to deal with other matters as customers usually receive customer service in relation to some issue when they’re not using it to ask general questions.

There are several key points in the customer journey that are most apt for sending the customer service survey to your customers, whether they are loyal buyers or casual browsers. As such, you should form your survey questions around these instances.

The following sections provide examples of substantial customer service survey questions to use in your customer survey.

Customer Service Survey Questions to Use Before They Go to a Store

Sometimes customers will be in talks with customer service representatives before physically visiting a store or other establishment. You should survey them after they received this customer service that led them to take a trip to your store.

On a scale of 1-10, how satisfied are you with the customer service you received?
1. Question type: Scaled from extremely dissatisfied to extremely satisfied
Did the representative help you find the store?
1. Question type: Likert scale from Not at all to I wouldn’t have found it without the representative’s help.
Did the representative help you get to the store?
1. Question type: Likert scale from Not at all to the representative gave me sufficient assistance in getting to the store.
Did the representative answer all of your questions about the store?
1. Question type: Matrix question from No to the representative answered all of my questions.
Which question or concern did you feel the representative didn’t fully answer?
1. Question type: Open-ended question
2. A follow-up question to the previous
How else could we have assisted you in getting to the store?
1. Question type: Open-ended question

Customer Service Survey Questions to Use As Customers Are Being Helped

There will be times in which it is best to survey customers as soon as they receive their customer service. Sometimes, this may be in the midst of the session (towards its end). This is important as their customer service experience will be fresh on their minds. In order to do so, preface the customer service session by mentioning the survey.

You should also tell the customers the importance of completing it ASAP. In this case, it may be useful to offer survey incentives.

On a scale of 1-10, how satisfied are you with the customer service you received?
1. Question type: Scaled from extremely dissatisfied to extremely satisfied.
Did you receive all the information you needed?
1. Question type: Yes or no
What else did you need more information on that you didn’t receive?
1. Question type: Open-ended question
2. A follow-up question to the previous
How comfortable were you speaking with the customer service representative?
1. Question type: Likert scale of Extremely comfortable to extremely uncomfortable
Rate the following statement: the customer service representative spoke with you in a polite manner.
1. Question type: Matrix scale of Extremely agree to extremely disagree
Was there anything you didn't like about your customer service experience?
1. Question type: Likert scale of No, I was satisfied with everything to I didn’t like any aspect of the service
Was the customer service representative able to resolve your issue for you?
1. Question type: Yes or no
2. If no, follow up with: Do you still have this issue? Or: what else can we do for you to help resolve your issue?
What would you change about your recent customer service experience?
1. Question type: Open-ended question
2. Do not use this question if the answer to the previous question was NO, I was satisfied with everything

Customer Service Survey Questions to Use After a Purchase

Whether your customers make an in-store or online purchase, this is an appropriate time to survey them on customer service. After all, many customers rely on customer service before finally buying. This may have been months, weeks or even seconds leading up to customers making a purchase.

Did you receive any help today?
1. Used best in: in-store and other brick-and-mortar settings
2. Question type: Yes or no
How did you receive help?
1. Used best in: in-store and other brick-and-mortar settings
2. Question type: Multiple-choice and multiple-selection
Who helped you today?
1. Used best in: in-store and other brick-and-mortar settings
2. Question type: Multiple-choice
The customer service representative did a fantastic job helping me find what I needed.
1. Used best in: in-store and other brick-and-mortar settings
2. Question type: Likert scale from Extremely disagree to extremely agree
Did you receive any help in making your purchase today?
1. Used best in: digital purchases
2. Question type: Yes or no
How did you receive customer service leading up to this purchase?
1. A follow-up question to the previous
2. Used best in: digital purchases
3. Question type: Multiple-choice and multiple-selection
4. If they select multiple answers, follow up with questions about their preferred method of receiving customer service and why.
How would you rate the customer service you’ve received on a scale of 1-10?
1. Used best in: in-store, brick-and-mortar settings and after digital purchases
2. Question type: Scaled question
How much did the customer service you received help you in making your purchase?
1. Used best in: digital purchases
2. Question type: Likert scale of not at all to I wouldn’t have made the purchase without it

Customer Service Survey Questions to Use When Customers Miss a Scheduled Session

There will be times when you encounter customers who have scheduled a customer service or support session and missed it, either by opting out officially or by simply not showing up.

Showing up can refer to in-person services, as well as digital and phone services. In these cases, you should use customer service questions to get to the bottom of the situation and prevent future such cases.

Did you miss your scheduled customer service session intentionally?
1. Question type: Yes or no
If yes, what was the main reason behind your absence?
1. Question type: Multiple-choice
2. A follow-up question to the previous
3. Use answers specific to the nature of the appointment, along with general ones, such as:
  1. My issue was resolved.
  2. Someone else helped me.
  3. I do not wish to receive customer service from you.
  4. I figured out how to resolve this issue without getting help from you.
  5. I’ve gotten help in the past and used that knowledge to fix my issue.
Would you like to schedule another [name of your customer service session]?
1. Question type: Yes or no
If no, why not?
1. A follow-up question to the previous
2. Question type: Multiple-choice with an open-ended answer option
3. Use answers specific to the nature of the appointment, along with general ones, such as:
  1. My issue was resolved.
  2. Someone else helped me.
  3. I figured out how to resolve this issue without getting help from you.
  4. I don’t have the time.
  5. I do not wish to receive customer service from you due to a poor experience in the past.
    1. Follow up by asking about the nature of this experience with an open-ended question.
  6. I try to avoid unnecessary customer service sessions.

Customer Service Survey Questions to Use After They Made a Complaint

Some customer service sessions involve customers reaching out to a business — but not to get assistance, but to complain. Whether it is in-person, over the phone, or through a Voice of Customer (VoC) program, many customers won’t shy away from airing their grievances.

While this may appear negative and undesirable, this kind of feedback is valuable for avoiding any similar issues with the same or other customers in the future. No business is perfect, whether in its products or customer satisfaction. Complaints help you steer your business in the right direction.

The key is to use the proper questions.

How well did the customer service representative help you address your issue and how to resolve it?
1. Question type: Likert scale from Extremely poorly to extremely well
What can our customer service representative do to improve your service in the future?
1. Question type: Open-ended question
2. This can be a standalone question, or used as a follow-up to the previous question, if the customer’s answer is on the lower end of the scale.
Is there anything you would suggest we do to address, resolve or improve your issue?
1. Question type: Open-ended question
On a scale of 1-10, how satisfied are you with the customer service you received?
1. Question type: Scaled from extremely dissatisfied to extremely satisfied.
Do you have any other comments or suggestions about the customer service you received today?
1. Question type: Open-ended question

Excelling at All Customer Service Endeavors

Excelling at customer service involves surveying your customers at appropriate times, with appropriate questions on hand. The above questions provide examples of how to survey customers during various instances in the customer service process.

However, aside from using the correct questions, you’ll also need to use a strong online survey platform to carry out all your survey research.

First, you’ll need a platform that offers advanced skip logic in your questionnaire. This feature routes respondents to relevant follow-up questions based on their answers to a preliminary or previous question. Given the nature of the questions in this article, and survey questions in general, you’ll need to have this functionality.

Additionally, such a platform should be mobile-first, since mobile dominates the digital space and many of your qualified respondents will be on their mobile phones.

Most importantly, the survey platform should allow you to survey anyone. As such, you’ll need a platform with a reach to millions of consumers, along with one that offers the Distribution Link feature. This is especially important in the case of the customer service survey, as it involves specific customers and their feedback, as opposed to anyone in your target market for a market research study.

When you use an online survey platform with all of these capabilities, coupled with these questions, you’ll be well adept at collecting customer service data and outperform all future customer service endeavors.

by lorraine

Diving Into the Customer Service Survey to Meet All Customer Service Demands

All businesses must conduct a customer service survey from time to time to ensure their consumers are satisfied with their service and all of its associations.

This is because few other things contribute to the success of your business as much as your customer service.

In fact, 90% of Americans use customer service as a factor to decide whether or not to do business with a company. As such, for the vast majority of American consumers, customer service is a make-or-break aspect that can mean patronizing your company or going to your competitor.

Customers have high expectations when it comes to customer service, as they expect to receive customer service from any channel and device. However, 60% of customers don’t see customer service as becoming easier, as 86% of customers have had to contact customer service multiple times for the same reason.

This signifies that brands don’t take care of customer needs, even when they are told upfront through a Voice of Customer (VoC) program.

This article delves into the customer service survey, its importance, when to use it, how to create one and more.

Understanding the Customer Service Survey

As its name suggests, the customer service survey is a kind of consumer survey that deals with the specific matters, concerns, interests, considerations and other feedback that customers have in regards to the customer service of your organization.

Dealing specifically with the customer service aspect of their customer buying journey, this survey provides your customers with an avenue to express their opinions on all things relating to your customer service.

Customer service refers to the support you offer your customers both before and after they buy and use your products or services. Providing customer service ensures that your customers have an easy and enjoyable customer experience with you.

This is of utmost importance because CX is a combination of all the opinions and experiences customers have and associate with your brand. It can mean the difference between them casting aspersions on your brand, thus going to competitors, or enjoying it, raising their consumer loyalty and Customer Lifetime Value.

To improve your customer service and your overall customer experience, you should use the customer experience survey, as it provides various means for understanding your customer service.

As such, the following lists all the functions and abilities that this kind of customer survey provides for your business:

To rate your customers’ satisfaction with your customer service
To explain their grievances
To file complaints
To express what they liked
To give suggestions for improvement and more
To give insight into their consumer preferences as they relate to your service
To relay their chosen mode of providing feedback
To discover gaps in the service
To help customers achieve a certain goal
To understand your customers’ own questions about your service

The Importance of Customer Service Survey

The customer service survey is important for a variety of reasons, all of which contribute to the success of your business, whether it is with a particular customer segment, for a certain campaign or otherwise.

Firstly, offering good customer service is an important factor for retaining customers and customer retention is more cost-effective than customer retention. This is because it costs five times more to acquire a new customer than it does to keep an existing one.

Additionally, the success rate of selling to current customers is 60-70%, while only 5-10% when selling to new customers. When you deliver consistently good customer service, you’ll be able to build consumer loyalty and retain customers. The longer you keep your customers, the longer you’ll benefit from customer retention.

Moreover, in today’s competitive marketplace, customer service involves far more than merely a telephone support agent. Customers get support via various channels, such as email, chat, text message, social media, in-person and more.

It is imperative that brands adapt to these customer service methods. In doing so, they’ll need to understand exactly what bothers and satisfies their customers as they receive this service in an omnichannel setting.

This kind of survey is also important to use in self-service scenarios, as many companies provide self-service support for their customers. This method allows customers to access customer support at any time convenient to them, rather than only during business hours.

The customer service survey is also useful, as it provides flexibility. It is apt to send this survey before, during and after a customer receives some sort of customer service. Doing so will grant you complete insight into what customers are experiencing and how they perceive all the customer service your employees provide.

While you may consider your employees to be well-trained and adept at providing customer service, your customers may think otherwise, at least at certain points. Thus, the customer service survey provides you with a clear view of customers’ experience with your customer service when you aren’t there to see or hear it — which is impossible to do all the time, even if your company is small.

Lastly, the customer service survey is a critical tool for improving your brand image and reputation. As such, it can help you augment your brand equity, which is the value your business derives from being recognizable. Most importantly, by surveying customers on their customer service, you’re showing them you care and are open to making adjustments to best serve them.

Utilamely, the customer service survey allows you to carry out these improvements, enabling you to increase your brand trust. This is a crucial concept to maintain for your brand, as high levels of trust spur customer retention and interest in your brand, thereby fostering customer acquisition as well.

When you lure new customers with minimal effort, you’ll also be lowering your customer acquisition cost.

When to Use a Customer Service Survey

As mentioned above, you can deploy a customer service survey at various times, not just after customers received customer service.

In fact, when you distribute surveys before your customers receive any customer support, you’ll know their expectations beforehand, arming you with the knowledge of how to serve them during any support session.

The following provides examples of when you should use the customer service survey:

After your customers bought from you, whether it is in-store or digitally.
1. In this example, you inquire into whether or not they asked or received any help from your employees.
2. This will let you know whether your employees asked customers if they need help or if they hadn’t, what stopped the customers from asking for help themselves.
Before your customers head into your store.
1. Whether they chat with your company on the phone or via a chat, make sure to send them a survey prior to their arrival at your store.
2. Simply ask them first and then send them the link to your survey.
3. This also applies if they received customer service before continuing their online customer journey.
As your customers are speaking with you.
1. You can preface your customer service session by mentioning the survey and asking for their consent.
2. You can also mention survey incentives if you offer them to raise your survey completion rates.
When you scheduled a support session, but customers missed it or opted out.
1. Send a survey to understand why they missed the scheduled customer service session.
2. If the customers opted out beforehand, send a survey to find out why and what would have made them keep their appointment.
After a customer complains and before they receive customer service to help resolve their issue.
1. This involves times of dissatisfaction, whether it’s with a product, service or experience.
2. Send the survey after the customers complain, but before you serve them with follow-up service.
3. This way, you’ll know the issue and how to go about providing the best customer service to resolve it.

How to Create a Customer Service Survey

There are many approaches you can take with your customer service survey, as laid out above. If you’re still not sure how to go about creating one or need a few pointers, the following will help you.

The following steps guide you on how to create a customer service survey. Check out how to create customer service survey questions.

Define the goal of your survey.
1. Refer to the above section to help you decide what to accomplish with your customer service survey.
Decide on the correct online survey platform.
1. There are a host of online survey tools but they don’t all offer the same capabilities and speed to insights as does Pollfish.
In the screener section of the survey, select the demographics, location and other traits with which you're going to qualify who gets to take the survey.
1. Use screening questions to select respondents even more granularly, as only those who answer in the way you choose will take the survey.
Come up with a few key preliminary questions for the questionnaire portion and guide the direction of your survey.
Choose the survey type you need for your campaign.
In the questionnaire section, add in your preliminary questions. Choose from a multitude of types of survey questions.
1. Use advanced skip logic to route respondents to relevant follow-up questions based on their answers.
2. With skip logic, you can ask a quantitative question using multiple choice and follow-up with a qualitative, open-ended question.
Decide who to send your survey to. This may at times include a broad study with all customers on a mailing list or specific customers who will receive or already experienced a customer service interaction.
1. If you’re deploying your survey to a mass network via your online survey platform, decide whether to use your brand name logo and other indicators.
2. Always make the survey unique to your brand if you send it to specific people instead of mass-sending it as in Step A.
Write an effective email invitation if you’re sending your survey to specific customers via email.
1. Mention the importance of the survey and that you value your customers’ time.
2. You can include incentives.
Include a call to action (CTA) to an online survey, such as one that exists on a landing page, or post-checkout.
1. Be sure it stands out to your respondents.
Thank your customers for taking your survey with follow-up emails and a “Thank You” on the final page of your online survey.
Analyze your survey and use it to make changes and key customer service decisions.

Satisfying All Your Customers

Brands should always work towards delighting their customers with amazing customer service. Your customer service is a reflection of how your company treats its customers. No matter the values associated with your brand, if you provide poor customer service, customers will always go elsewhere.

To create an insightful customer service survey study, opt for the proper online survey platform.

Such a platform should run on random device engagement (RDE) sampling, enabling you to reach customers in their natural digital environments, instead of being pre-recruited. This removes social pressures and will cut back on biases.

You should also use a mobile-first platform since mobile dominates the digital space.

Most importantly, the survey platform should allow you to survey anyone. As such, you’ll need a platform with a reach to millions of consumers, along with one that offers the Distribution Link feature.

This feature will allow you to send your survey to specific customers, instead of just deploying them across a network.

When you use an online survey platform with all of these capabilities, you’ll be able to collect key customer service data and outperform on future customer service endeavors.

by lorraine

Gamifying Market Research with Survey Gamification

Survey gamification is one of the most effective ways to enhance the survey experience and increase your survey completion rate — and for good reason, as gamification is a hot topic, with a global market projected to grow from $9.1 billion in 2020 to $30.7 billion by 2025.

Gamification is being applied across a wide range of industries, from education, to HR, to retail and banking. In fact, a Texas bank raised customer acquisition by 700% via gamification. The clothing company Moosejaw implemented a gamified system, which increased sales by 76%.

Given the unmistakable advantages of gamification and the shift from traditional market research to online mobile surveys, it is inevitable that gamification will become coupled with survey research. Many businesses are already adopting this hybrid approach, as should yours to stay competitive.

This article examines survey gamification, including its key examples, utilities, importance and how to establish it in your surveys to augment your market research techniques.

Understanding Survey Gamification

Survey gamification takes the premise of gamification and implements it for market research purposes, in turn creating what is apt to call a gamification survey.

First, it’s key to understand the precise meaning behind gamification before applying it to surveys. Gamification refers to the integration of game mechanics into non-game contexts, such as websites, online communities, SaaS products such as learning management systems, other systems, activities and services.

The aim of gamification is to forge similar experiences to those of playing games in non-leisure environments to motivate and engage users. In today’s competitive business world, it didn't take long for gamification to make its way into the business sphere.

Gamification can be applied to various business practices to engage customers, employees, partners and various other stakeholders. When it comes to market research, researchers can apply this practice and create a gamification survey.

Survey gamification is the practice of using gaming elements and techniques in surveys. This method enhances the survey experience, fostering participation and engagement, which supports respondents completing a survey, as there is no element of boredom.

The goal of survey gamification is to create surveys that are more interactive, engaging, and enjoyable during participation. This enables them to better engage with consumers, employees, partners and all other survey participants.

Examples of Survey Gamification

There are several ways to gamify a survey; this can mean only using a few game elements, or even only one. The following lists some examples of prominent elements and techniques to use for a gamification survey:

Leaderboards
1. This provides an element of personalization as respondents can see their names and the display of their performance levels.
2. This also provides the game element of competition, as respondents will be motivated to score higher, which can have different applications in different surveys.
3. This will motivate the respondents to finish their survey, provide quality feedback and do whatever else you demand, as they’ll want to score higher to earn a reward.
Rewards
1. Rewards are also known as survey incentives. They can be monetary or non-monetary.
2. The reward should correlate with the time and effort that respondents invested.
3. High-tier and pricey rewards should be in surveys that mention your brand, as this is key for brand awareness. This tactic will remind respondents of your business and establish a positive brand experience.
Badges
1. This is a kind of reward itself that shows respondents’ level of achievement.
2. This can be applied in-survey, or if you use an online survey platform that partners with a mobile game, this badge can be rewarded through the game itself.
3. The respondents should receive a badge, at the end of the survey.
4. Or, they should receive some points or anything that can then be conveyed through a ranking system.
A Progress Bar
1. This shows respondents how close they are to completing their survey.
2. This is far more interesting than a plain survey that gives no visual or other kinds of indication of how far respondents are in the survey.
3. This also provides a higher level of transparency, which will motivate respondents to finish the survey, as they won’t be left wondering how much longer they have to go.
Avatars
1. Here, you can allow respondents to create their own avatars for answering your questions.
2. Allow your respondents to save these as unique images they can use elsewhere.
3. Additionally, the answers to questions themselves can be avatars. This way, rather than expressing themselves in words, your respondents can choose an avatar that reflects their answer.
4. Through this element, you’ll have your answers while the respondents get a pleasant survey experience.
Virtual currencies
1. This can be cryptocurrency or survey currency unique to your brand.
2. For example, you can provide “currency” that virtually acts as a gift card to your company.
3. You can also provide currency to a desktop or in-app game, should the online survey platform you use to deploy your survey to gaming sites and apps.
Challenges for your respondents
1. Include visual and other gaming challenges in your survey, such as solving a puzzle.
2. Aside from being engaging, this will show you if your respondents are paying attention.
3. You can get creative here, the more interesting you make your challenges, the better it is for your brand visibility.

The Importance of Survey Gamification

The days of dull surveys that left respondents feeling as though they’ve completed a chore are in the past. With survey gamification, your surveys will keep your users engaged throughout the survey.

With this key benefit in mind, you should also understand that a gamification survey has far more importance than merely offering the element of fun into a survey.

Due to gamification, the respondents are more motivated to complete the survey. As such, they are more likely to provide quality answers. This is a major benefit for market researchers, as it results in higher quality data for analysis.

Survey gamification also draws more interest in partaking in a survey to begin with, which increases your survey response rates. In addition, aside from partaking in the survey, survey gamification cuts back on boredom and maintains higher levels of engagement, which in turn, increases the survey completion rate.

When respondents are deeply engaged, they won’t feel bored or discouraged from finishing their survey. As such, a gamification survey plays a major role in reducing survey attrition.

The gamification of surveys is also important, in that games gratify the basic human need of self-fulfillment. Their motivational factor occurs owing to this need. Games also generate the effect of being fully immersed and involved in an activity.

Gamified surveys also feed into the respondents’ sense of developmental growth and accomplishment, which adds to their user experience.

These are the key aspects that all UX designers, app developers and other digital makers seek to create, in order to keep users on their digital properties.

Integrating game mechanics into business processes, marketing campaigns, websites, applications, online communities, or school classes and college courses have proven to be an effective and fun way of encouraging the participation of target audiences.

Aside from influencing and motivating the behavior of your respondents, which is often your target market, if you’re a business, gamified surveys also yield a strong positive effect on your employees. There will be many instances in which you’ll need to gather employee feedback.

Most of the time, these surveys are anonymized, which will deter your employees from answering them. A gamification survey will avoid this lack of interest and motivation in taking a survey and instead make employees more inclined to take it.

If your survey is not anonymized, employees will still enjoy the process of answering the survey more than they would with a traditional survey.

Finally, survey gamification increases consumer loyalty and brand awareness if you explicitly mention your brand in the survey. When respondents are kept interested in the survey through a positive app or survey experience, it improves brand acceptance in general. This is because they’ll associate their positive experience with your brand.

How to Gamify a Survey

You can gamify your survey with the examples from a previous section. But aside from those examples, there is more to gamifying a survey. The steps below offer a guide on how to go about gamifying your survey in various ways, along with some examples.

Come up with gamified survey questions.
1. These tend to be more specific, so that respondents answer with visuals.
2. For example, change “What type of sneakers do you like?” to “which sneakers would you buy if you could buy all your favorites?”
Place a progress bar at the top of the survey, so the respondent clearly sees their progress and how close they are to completion.
Consider using rating scale questions, which can rate products and intangible things like feelings and opinions with icons, aviators and smileys.
1. See the customer satisfaction survey question guide for specific types of numerical and visual rating surveys and question examples.
Use jump logic to add relevant questions only in the style of the "Choose Your Own Adventure" book collection.
1. This allows respondents to access or "jump" directly to a particular page, question or item in your survey based on their response to a previous question.
2. The online survey platform you use will need to offer advanced skip logic to add this feature.
Give scores by assigning values to responses, the time it took to complete the questions, etc.
1. Only through scoring will you be able to add a leaderboard (see the section on examples) and reward respondents.
Allow respondents to share their accomplishments.
1. Use social sharing to increase respondents’ competitiveness and gain new respondents, as social sharing can lure in new ones.
Boost retention by granting respondents quick wins early in their survey progress.
1. Give a reward early on to keep them motivated to complete their survey.

Making Strides in All Survey Research

Survey gamification makes gathering accurate consumer data or the data of any audience far more engaging and enjoyable for the respondents and easier for the researchers. As such, businesses are supplied with high-quality insights.

The progress in innovation and convenience in the digital, mobile and market research spheres will lead to more advanced iterations of the gamification of surveys.

To offer the most effective survey gamification, you must first use a strong online survey tool, as this platform will dictate how your surveys will be gamified. Ideally, you would want to have the leeway to include all of the aforementioned survey gamification elements and techniques in your survey.

To do so, you should use an online survey platform that operates on random device engagement (RDE) sampling, which allows you to reach respondents in their natural digital environments, reducing all kinds of survey bias in turn.

You should also opt for an online survey platform that operates via artificial intelligence and machine learning, which disqualifies survey fraud and poor-quality data, along with providing a mobile-first approach design.

An online survey tool with these functionalities will enable you to establish high-quality survey gamification that will allure and retain your survey respondents, resulting in high levels of participation, low attrition and speed to insights.

by lorraine

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