What is a survey?
A survey is a question that you ask a group of customers, encouraging them to leave feedback about the product or experience they’ve received. Using the platform, there are two different metrics that you can use to survey your customers: Customer Happiness Score® or Net Promoter Score®.
Surveys provide your customers with an opportunity to voice their opinions, quickly and easily. When using CHS®, they’re asked how they felt about a product or experience, therefore giving an emotional and personal response.
They’re also given the chance to leave a comment, so you can get a stronger understanding of why they felt that way. You’re able to connect to your customers and gather valuable insight into customer happiness and loyalty like never before!
You can also survey your customers in three different ways: by email, on the app, or by landing page.
If you’re sending out a survey by email, you can send it to a batch of customers all in one go (e.g. send to all customers that have visited in one week), or you can send them out gradually over a period of time (e.g. send to 100 contacts over a 30 day period). This means that email surveys are perfect for surveying your customer database on a regular basis or transactionally.
When surveying your customers by email, you’ll need a list of customer email addresses fresh and ready to go. Always ensure that this list is as healthy and as up-to-date as possible to avoid a high bounce or unsubscribe rate.
If you’re surveying your customers on the app, you can select a survey to show on a phone or tablet then simply hand it out, ready to be completed.
Feedback submitted via the app only enters the platform once the customer has provided their email address. This ensures that all of your feedback is verified and that you can get in touch with a customer to respond to their response.
App surveys are perfect for surveying your customers at the end of a transaction or whilst they’re waiting for a bill or action from you. You can hand it to them, or leave it in a stand so that it catches the eye of any passers-by and encourages them to complete it.
Head over to Create an App Survey to find out more about how to build one.
Landing Page surveys
If you’re surveying your customers using a landing page survey, it can be displayed either by using a link or through a generated QR code that your customers can scan using the camera on their phone to open a specific web page.
Feedback submitted via Landing Page surveys only enters the platform once the customer has provided their email address. This ensures that all of your feedback is verified and that you can get in touch with a customer to respond to their response.
Landing Page surveys are a great way to obtain passive feedback from your customers.
Head over to Create a Landing Page Survey to find out how to build one.