Updated: Aug 1
Why Customer Surveys Are Important To Your Marketing Strategy?:
As the old saying goes, absence makes the heart grow fonder. In other words, time spent apart can make you miss someone more than ever before.
When it comes to your customers, it’s no different. Constant communication with your customers only serves to strengthen the bond between you. And the stronger that bond is, the more likely they are to stay loyal to you.
However, you can’t just assume your customers will stick around if you don’t know if they’re happy with your brand.
That’s why customer surveys are so important to your marketing strategy. After all, they’re one of the best ways to get a pulse on how much your customers love your brand.
What Is A Customer Survey?:
A customer survey is a questionnaire you ask your customers to fill out so you can learn more about their experience with your brand.
Typically, these surveys are short (5–10 minutes) and you can send them to a large number of people at the same time.
This is especially helpful during busy times like the holidays or right before a product launch. If you have a physical store, you can also send customers home with surveys to fill out.
But, nowadays, the majority of the surveys and research are happening in online mode to watch instant results or on a fast track mode.
Importance of Customer Surveys:
Customer surveys are important because they can help you identify the needs and wants of your customers.
In other words, you can use customer surveys to discover what problems your customers are having, what they like about your brand, and what features they’d like to see.
As we mentioned above, surveys can help you identify pain points your customers may be experiencing. This can help you create a better product and improve its overall user experience.
Here's related information that you may also find helpful – Is the Customer Experience the Same as Customer Service?
11 Benefits of Customer Surveys:
Customer surveys have huge benefits, as stated below:
1. Learn more about your customers’ wants and needs. When you ask customers questions, you’re getting a window into their minds. You might learn things you never would’ve imagined on your own.
2. You will get a pulse on your customer’s satisfaction levels. The more surveys you send out, the better indication you have of how your customers feel.
3. Identify potential problems with your product that may be affecting your customers. Knowing where certain problems might be coming from can help you get a head start on solving them.
4. Find out what features your customers want you to add or improve. This can help you create a better product and improve its overall user experience.
5. Learn more about the demographics of your customer base. Knowing who your customer is can help you tailor your messaging and brand to fit their needs and wants.
6. Gain valuable insight into how users use the features of your product. Understanding how users interact with the features of your product can help create a better user experience.
7. Understand if the message behind your marketing is resonating with potential customers. If it’s not, then survey results can help you make changes to how you market yourself so that it does resonate with potential customers.
8. Identify the best way to market your product. Surveys can help you determine the best way to market your product and reach potential customers.
9. Understand what makes users loyal to your product. Loyal users are more likely to return, use your product more frequently, and are also more likely to recommend it.
10. Ask for feedback about how you can improve your customer support. Customers who feel like their concerns were heard and addressed will not only be more satisfied but also more likely to return.
11. Find out what features of your product or service are most important to customers. Knowing which features are the most important is key when deciding how much focus should be put on each one.
How to Create a Customer Survey?:
Now that you know the importance and benefits of customer surveys, it’s time to learn how to create a customer survey. Here are a few tips:
1. Be concise. Customers want concise surveys that ask only the questions you need to know the answers to.
2. Be specific. Customers also want to know how they should respond to your survey. Be as detailed as possible so you get accurate results.
3. Provide multiple-choice questions. This way, if a customer doesn’t want to answer a certain question, they can choose “other” as their response.
4. Ask your customers to rate your product on online review sites. Although customers may be shy about leaving negative reviews in a paper survey, they’re more likely to go to the trouble of filling out a short survey online.
5. Don’t forget to thank your customers for their participation in your survey. Even though it may seem like a small gesture, it will go a long way with your customers and may even encourage them to fill out more surveys in the future.
Here's related information that you may find helpful – Ready to use social media for customer service?
How to Ask Good Questions in a Customer Survey?:
When you’re creating a customer survey, you want to ask questions that elicit useful information.
That means you want to ask open-ended questions that allow customers to give you detailed, honest answers.
Open-ended questions are good for getting at the root of a problem and coming up with solutions.
Some questions you may want to ask include:
Why did you purchase from us?
What do you like about our product?
What do you dislike about our product?
In your opinion, how do we compare with our competitors’ products?
What would you like to see more of in our product?
What would you like to see less of in our product?
These are just a few examples of the kinds of questions you might ask. You can come up with your own questions based on what your business needs to know about its customers.
Just be sure that the questions you ask are open-ended and will elicit useful information.
Customer surveys are a great way to get a pulse on how much your customers love your brand. They can also help you identify pain points and judge the performance of your product.
Although customer surveys might not be so perfect in a few attempts, with consistent efforts, they offer a great way to get valuable feedback for a price that aims at growing your business in the right direction and also staying ahead in the competition.
This is why it’s critical that you include them in your marketing strategy.
Here's related information that you may also find helpful – How to Ask for Customer Feedback? [6 Tips to Master].
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