Survey - Post Purchase Follow Up: Customer Experience
Discover what your customers think. Improve your product. Repeat.
Regardless of where in the customer journey the survey is, there are common factors that make a good or bad survey.
What makes this survey good?
Easy: The questions do not take a long time to answer, and for most questions you don’t have to type anything.
Clear: Concise questions. The questions are not vague, they have one topic and are easy to respond to (they’re not double barrelled) If any of these questions asked about both customer support and delivery time within the same question, it would be hard to answer. You might rate the delivery time at a 5 but customer support at a 2, so the answer doesn’t reflect what the customer actually believed.
Quick: It follows the general rule that surveys should have no more than 8-10 questions, and each question is 1-2 lines.
Having an online form makes it easy for customers to fill out. It also means that it can link to your email database or CRM.
Feedbackly for example links to the email platform Campaign Monitor, and Typeform links to Mailchimp. These programs make it easier to segment your customers within a platform you already use, and give you information you can run with rather than having to use an Excel Spreadsheet to analyse the results.
Studio Thoughts
This is one of the many amazing benefits of having one of these listings. You’re getting FREE ad on the first page of Google.
The example below shows a search for a cat sitter in Christchurch. The top results are Google Ads, and then in a box with the Google Map are the Google My Business listings showing reviews and key contact information in actionable formats (meaning you can click through to the website, or on a mobile click to call the business instantly).
But just like any other marketing channel, it might not be the perfect fit for your brand.
If you're wanting to target a younger demographic 25-35, Instagram has a better engagement rate for that age group than Facebook, which generally results in higher quality leads to a website. If you're a product based company, you can also create shoppable images which a person can purchase directly from on Instagram :- making it even easier for the end user.