The goal of most service teams is to provide an exceptional support experience – one that differentiates your company from the pack. But how do you know if you are actually delivering on that goal? Many companies choose the survey route. You know, those “rate us from 1-10” on your experience surveys that either follow via a phone call, email or text. The ones most customers usually ignore. They might ignore them because they feel overwhelmed or perhaps wonder if they affect any change at all. The truth is though, organizations rely on surveys to unlock hidden insights and driving measurable change in customer experience, but they are only useful if they are designed in a way that makes the customer want to respond.
Designing respondent-centric surveys result in not just more data, but data that’s more accurate and reliable- data that can confidently shape improvements to your customer support processes.
Here are a few tips to keep in mind when designing your experience survey:
Ask only they questions you genuinely care about and will use. Though it may be tempting to ask a long laundry list of questions, being ruthless when editing out extra “fluff” will pay off in many ways. Survey fatigue sets in quickly and is a major threat to data quality. Shorter surveys result in higher response rates and those responses will be of higher quality. To make sure that you are only asking what you need to ask, review your survey draft or outline with a very critical eye for following considerations:
It is surprisingly easy for missteps and biases in question wording to seep into a well-intentioned questionnaire. Below are some common examples to avoid:
Designing respondent-centric surveys can be quite easy to do once these best practices are in-hand, and by doing so, everyone benefits. Your customers benefit from an easy and pleasant survey experience – they get the opportunity to feel heard but not burdened. You benefit from increased confidence and actionable insights from the higher response rates and higher data quality and you benefit from increased credibility in the eyes of your customers.
Did you know that Rescue offers a customer survey feature? Check out our on-demand webinar that addresses how you can get the most out of your customer feedback, as well as how to utilize this capability within Rescue.
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