Conducting online surveys is a daunting task. It is a continuous process of trying to collect feedback from your customers. On the other hand, it is also about showing respect to your customers by not overloading them with questions. You must always try to receive as much information as possible from the clients in a few simple questions.

Here are the best practices when developing and sharing surveys online.

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  State Your Questions Clearly

When your objective is to receive as much information as possible from customers in a few questions, it is essential to make the most out of every question which is presented in front of the respondents. It is absolutely of no worth when you start including questions in the survey that becomes extremely hard for customers to understand. So, when respondents fail to figure out what exactly you want to know, they will more likely stop themselves from taking the online survey.

• Avoid Asking Questions That Are Difficult to Interpret

The significant aspect of distributing online customer experience surveys is for receiving complete feedback from customers. So, asking questions that are difficult to interpret turns all your hard work of no use.

For instance, when you ask a question like “What are the chances of buying our products, in terms of percentage?” This type of questions aims at measuring customer loyalty and depends on the personal estimates made by a client, therefore leading to difficulty in interpreting the outcome.

• Respond to Negative Feedback

If you receive negative feedback from any of your customers regarding their experience with products or services you are offering, it is crucial to respond to that customer as early as possible. You can reply to them by personally calling them or sending an email. This will make them feel that you truly value your customers and care about them.

So, whenever you receive survey responses evaluate them and look for any negative feedback. In that case, try to reach out to your customers directly.

• Thank Customers for Providing Positive Feedback

When customers share positive feedback about your brand, thank them for their business. This, in turn, will make them feel satisfied that you respect their views. They will purchase more products and services from you when they are happy.

• Open-Ended Questions- Do They Help?

Do you know the importance of using open-ended questions? With the help of open-ended questions, you can receive more profound insights from your customers. Such type of questions takes more time to complete than the other questions like drop down or multiple-choice questions. Time is also an excellent factor for considering when you are thinking of optimizing overall survey experience for customers.

If you are continuously sending lengthy open-ended survey questions to respondents, it is more obvious that they will lose interest in completing the survey.

• Respondents Experience When Determining the Question Order

At the time of ordering questions, consider the flow of the questions one after the other. Good structured surveys order the questions in a particular way to receive a high volume of responses.

To order your questions follow the below steps.

• Use higher level questions that respondents are quite familiar at the starting of the survey.
• Now, start asking complicated questions.
• Run a dry test of the survey experience, to ascertain the question flow before distribution.

• Build a Board of Customer Program

When you have a group of customers who are using your product for a long time, you feel that they know about your services very well from their perspective. In that case, you can send them an invitation to become an integral part of the Board of Customers.

Involving people as a member of the Board of Customers is the best way to develop a good rapport with the top customers and receive feedback in a personalized way.

• Ensure That Personal Questions Are Optional

Asking some personal questions about various things such as your client’s gender, age, salary, and more should be asked delicately. Sometimes clients might not feel comfortable sharing such type of information with you. So, it is better to keep such questions optional.

When you fail to keep personal questions optional, you will notice your customers stopping themselves from taking the survey that will gradually leave a negative impact on your response data.

To Sum Up

Good online customer experience survey software such as SutiSurvey will enable a business to reach out to the customers and gather useful positive and negative feedback to understand their interests, preferences, and grievances about the company’s products.