Customer satisfaction plays an important role in success of a business. As the world today has become more competitive and more than ever businesses are present in the market, it is almost mandatory for organizations to make their customer feel welcome, important and above all happy.
With everything moving towards technology and in times when innovation has reached its peak, the marketing industry has also revolutionized. The journey of marketing started from flyers, to advertisement on paper then on digital medium, to marketing on social media and now the latest trend of marketing industry in motivating the customers to fill out the survey forms.
The companies now a days are giving more value to customer satisfaction. By bringing out the survey culture, the companies and organizations can right away know where they are lagging and what is their strongest suit among the customers?
But, are the customers really liking this filling-out-survey-idea?
Who likes to fill out an opinion card while leaving a restaurant/shop? Most people don’t take this seriously and just fill out the card without any proper consideration. So, the opinion cards are now being converted into simple and easy survey forms. These forms can be online or in the hard copy. They are easy to fill and less time consuming.
As nothing comes without a price, this new form of marketing has also a catch. Making survey forms, processing and analyzing them and then implementing the said changes, require time, cost and more working hands. Making a survey that asks the right question without being too lengthy or too hard requires much time and expertise.
Also, organizations have to make sure that only the relevant people are filling out such survey forms. Incorrect feedback can adversely affect the company reputation in the market.
Another very important task in whole of this process is analysis of the surveys forms and getting the crux of the matter. This form of user feedback is only beneficial if proper results are produced and then any required amendments in the system are made.
These marketing survey can be done online, on paper, on mobile or tablet or even can be done by a face 2 face short interview. The medium you choose depend upon how cost effective or efficient you want the survey to be. With online surveys help you manage them more easily and efficiently. They help you get results in a short span of time.
Now these feedbacks are even used to increase the user experience. One of the most recent advancements in user feedbacks are the recommender systems. Organizations and companies are using these systems on their online portals to enhance the user experience. These systems elicit the user preferences by judging his likes/dislikes and the likes of the people in the neighborhood.
Such type of approaches help the organizations in retaining the customers for longer periods of time as the customers feel more welcome here. These surveys can help organizations understand the preferences of different customers and make the user experience more customized.
To motivate the customers to fill out the survey forms, organizations are now giving rewards to the customers in terms of points, discount voucher or some freebies. This incentivizing culture can help you take the feedback even from the hard reach customers. These rewards can be direct rewards like wining a freebie or indirect rewards like every time you fill out this survey, we donate $1 to this charity.
The choice of direct or indirect rewards depend upon the organizations. While many companies feel that people generally do a survey to just claim the reward so to stop such people from giving incorrect feedback the indirect form of rewards is preferred.
• Be innovative in your survey
Rather than asking lengthy and boring questions, make your survey a tad bit more interesting and funny. Add punch lines and keep it short and to the point.
• Say NO TO repetitive questions
Do not DO NOT ask the same question on way or another from the customers. This will not only annoy them but also make them loose their interest in the whole thing.
• Small tiny Incentives
Don’t forget to offer them some incentive in one form or another. Such tiny little things make customers feel more obliged and well happy.
• Target Audience
Make your surveys according to the targeted audience.
I am an aspiring blogger who is trying to create more innovative and creative and informative blogs for the community.