The Secret to Customer Survey Engagement

Do you ever notice when a business includes a link or QR code to a survey at the bottom of a receipt? I’m sure that we have all taken a survey at one point in our lives, whether it was incentivized or not. But what benefit are surveys providing for businesses? How can your business use surveys, and what should they look like?

Surveys are a way for businesses to get insight through customer feedback. This insight is then used to improve products or services to better align with customer needs. Not only do surveys help businesses improve user experiences, but they also show that the business is committed to customer satisfaction.

Not all surveys are effective or receive the desirable number of responses. So, what’s the secret to survey engagement? Here are our tips to building a strong survey:

1. Your questions should be clear and concise. Keep it simple and short.

2. Avoid using complex words and phrases. Your questions should be easy to read. Your customers are doing this for free, so if the questions get too complicated to answer, or take too much time, the likelihood of your survey being finished, decreases.

3. Surveys should be an infrequent ask. Again, your audience is not being paid; you may find that customers are less likely to participate when asked to complete a survey too often.  

4. Your survey should be timely. If you’re asking your customer to complete a survey based on their recent experience with you, make sure the interaction is still fresh in their mind. Take retailers like Amazon or Walmart for example. They’ll send an email the same day a package is delivered or right after a store visit.

5. The survey itself, not just the questions, should be short. Surveys with 1-3 questions have the highest completion rate.

6. If you have the means, try incentivizing the completion of your survey with prizes. Perhaps you could try entering all participants in a raffle for a gift card or company merch item, offer a free month of your product or service, or give out a coupon code.

Remember, meaningful questions make for meaningful responses. These responses could help you connect to your customers and make real, positive change, which lends to customer satisfaction and retention. The key is listening. At BluLux Marketing, we hear you, and we want to help. Check out our other blog posts and schedule a consultation today!