The information you collect with the help of your customer surveys can be extremely valuable for your business. We have collected 10 ideas on topics for your customer surveys which will help you collect the most insights about your customers’ purchasing behaviour and preferences. Continue reading to find out more:
1. Decide on content
If you have a blog or you are sending a newsletter, you are probably familiar with how difficult it can be to write new, relevant content. It is, therefore, advisable that you ask your customers directly what topics they are interested in. To do so, run a short survey on your website and ask your customers to choose between different topics which might be of interest to them. However, give them the option to choose more than one topic. Alternatively, you can use an open-end question where the customers themselves need to write what they are interested in. Thus, you might discover new topics for content you haven’t considered before.
2. Check if your content is useful to the customer
A good idea is to ask your customers if they find your articles or newsletter (or content in general) to be useful. To do so, include a short, yes/no or scale survey at the end of your article. Target it at customers who have scrolled all the way to the bottom of the page or customers who are about to exit your website.
3. Ask about newsletter frequency
Newsletter frequency is a tricky thing: too often and your customers might unsubscribe, not often enough and your customers might forget about your company. Therefore, ask your customer what they preferred newsletter frequency is.
4. Evaluation of a new product or feature
Use Net Promoter Score (NPS) to evaluate how satisfied your customers are with any new product or feature you have recently introduced. However, give them the possibility to add comments or include a couple of open-ended questions. You might discover some difficulties they are experiencing which you didn’t predict.
5. Make sure your website has all the necessary information
You need to make sure that your website has all the information your customers might potentially need. Why? Because your website is the best way to generate leads. Therefore, create a survey asking your website visitors if they have found all the information they need on your website. In case they couldn’t find what they were looking for, include the option to leave their email address so that you can contact them and clarify.
6. Evaluate your services
If a customer contacted your customer support or used any of your services, make sure to contact them to ask how satisfied they are with them. Ask them if their issues are resolved and if the service was up to par. This will help you find out if your services have any areas where they are not clear or fast enough. Furthermore, this survey will help you identify any dissatisfied customers, so that you can take action before they switch to your competitor.
7. Reasons for churn
If you are experiencing a high customer churn, consider creating a survey asking them why they have decided to leave your company. To do so, as soon as your customers churn, ask them what was the reason. Thus, even when you lose customers, you can gain knowledge and improve.
8. Find your brand ambassadors
Use a survey to identify who your most loyal customers are and turn those into your brand ambassadors. Use NPS to judge their loyalty and satisfaction levels and encourage them to leave you reviews online and on social media. This will then generate word of mouth, which will increase your brand awareness.
9. Improve your lead generation
In order to convert leads into customers, many companies use lead scoring. However, to do so effectively, you need to continuously collect information about your leads so that you can target them better. By doing this, you can also find out which leads are worth to invest your time and efforts into.
10. Customer satisfaction
Finally, optimize your surveys to discover your customer satisfaction levels. By knowing how satisfied your customers are with your products, you can target them to increase their customer loyalty. Read our previous article to find out how.