Girlfriends, cousins, parents, pets and colleagues. Those are just a few examples of the people we want to woo on Valentine’s Day. Our All Hearts’ Day competition gained a lot of interest and we have now picked a winner.
When you provide your offer online you lose the personal face-to-face contact you get with customers in bricks-and-mortar stores. It becomes harder to get to know your customers and really understand what they think about the purchase experience and products. Using e-commerce surveys is a great way to start to reduce distance, get closer to customers and initiate an ongoing dialogue. Eventually, surveys will help your company improve in every way, get more loyal customers and increase profitability.
Your survey has done its job and the answers have been collected. Now you're standing in front of the results ready to dig for new insights. It can feel a bit overwhelming at first glance, but don't worry – as soon as you get started you will find it quite easy (and probably both fun and a bit addictive too) and we are here to guide you through the whole process. So take a deep breath and jump into our five-step guide about how to become your company's survey analyser pro!
What is API and how can it help you save time and work more efficiently with feedback from customers and employees? API means Application Programming Interface and makes it possible for one system, for example a CRM system or ERP system, to talk to another system, for example a survey system. This means that a specific event in another system can trigger a survey to be sent out automatically.
Automating surveys is an efficient way of saving time and ensuring that the results reach the right recipients directly. Is your company thinking about starting to work with automated, event-controlled surveys? Here are eight questions to ask yourself to get a good idea of how an API connection can help your company.
The better the planning, the better the survey. Spending more time on planning your survey will save you even more time later on. You will have a more reliable result and a higher response rate as good planning helps you discover pitfalls at an early stage, not after the survey has been sent out. Good preparatory work quite simply helps you start off correctly and gives you a clear path to follow throughout the survey work. Here are 6 steps to help structure your survey planning and get going faster.
There are numerous ways to prepare and present survey results. If you want to visualise your data easily comprehensible and appealing, infographics provide excellent opportunities to communicate even the most complex or “dry” facts and figures. Well-designed infographics are also ideally suited to generate attention in today’s information overload and to be shared in different social networks.
Your purpose is clear and you know what kind of insights you want to gain with your survey. It’s time to sit down and write the questions. This is really not that hard, but there are a few things that are good to know when writing your questions. Here are seven quick and simple tips that help you write the best online survey questions possible.
What does it take to be able to call your company a customer-centric company? Is it enough to put words like “We think customer first” on your website or in a fancy PowerPoint presentation? Of course not; you have to deliver a great product, in a great way, and you need to provide the customer with great service all the way, even after the point of purchase. Read more about what working with customer feedback in a predictive way means and then ask yourself four questions to find out if your company really does.
86% of consumers have quit doing business with a company because of a bad customer experience and it is 6 to 7 times more costly to acquire a new customer than retaining an existing one. Everyone knows that customer satisfaction is important but every now and then we need a reminder. Take a look at this infographic to get a short summary of why you need to keep your customers happy!
Only 42% of the employees know their organization's mission and 4 out of 10 employees around the world are not engaged in their work. Take a look at this infographic to get a short summary of why it is important to keep your employees happy!
Once you have gathered the results of your survey, it can be difficult to know what to do next. In fact, distributing your KPIs and other key ratios can be a bit of a dilemma – too much information, not enough information, too much to the wrong people or not enough to the right people. Which channels are the easiest to use? Who you need to inform about the results is often the easy bit, but it is harder to distribute the right information to the right people as time effectively as possible for everyone concerned. PowerPoint and Excel documents are all well and good, but to simplify matters, a real time dashboard, which you only need to send a link to, is definitely the easiest and most graphically appealing method. Read more about how different KPIs and key ratios can be visualised on dashboards and see examples of how they can look.
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