Getting high quality data from your surveys starts by asking your customers the right questions. If your customers get confused, they are more likely to abandon the survey and keep a sour memory of your company, so you definitely don't want that to happen.
Don't worry, keeping your customers happy and willing to give you some feedback is not so difficult to achieve. Using a good approach when writing your questions and good timing is the key to success.
Here you will discover the 7 key points that will allow you to ask the right questions in your questionnaires.
Simplicity, precision, singularity, completeness, optionality, neutrality and balance are the seven points you need to keep in mind in order to get great feedback and not frustrate your customers.
1- Simplicity, go straight to the point
Is your question easy enough to understand? No need to make the question looking all fancy and complicated.
2- Precision, don't make your visitors struggle!
Can the respondent identify precisely what you are asking? You should make sure your respondent can understand exactly what you mean and won't struggle to answer.
3- Singularity, solo is the way to go
Are you asking one single question or a number of questions inside one question? There's no better way to confuse and frustrate a respondent than by trying to fit several questions in one, stay cool.
4- Completeness, limit the respondents' effort
Do you give your respondents all the possible answer choices for the question you are asking? Try and provide a few answers and a free field to limit their effort.
5- Neutrality, don't pressure your visitors
Are your questions biased? You shouldn't be trying to influence the answer of your respondent through your question.
6- Balance, response harmony is key
Are your answer choices evenly split between positive and negative answers? Keep it equal so the choice is easier to make for your visitor.
7- Optionality, let them skip the question
Do you give your respondents the possibility to pass on questions that call for sensitive information they're not willing to give?
Nobody likes being forced into anything, so make sure you limit mandatory questions to the strict minimum that's necessary, and give the option to skip it.
The benefits of asking the right questions in your questionnaires
The moment you're asking your customers these questions is truly key, so it's very important to make sure that you are taking into account the above aspects when creating your survey.
Your visitors will find the survey nicer, more attractive and have a good understanding of what you're asking them, which will minimize their effort.
The benefit for your business is collecting high value data, building a buyers profile, enriching your CRM and precise segmentation, as well as increasing your response rate.
The way you ask questions is important of course, but also under which form and at which moment you present your them. MyFeelBack's solution for instance, allows you to do so by collecting data from your customers and asking them ultra qualified and customized questions through.
You can ask them about their buying habits, the issues they have encountered, what stopped them from buying, their satisfaction level, etc.
Using smart surveys with well thought questions will enable you to deliver better customer experience, increase customer satisfaction, help you get positive word of mouth and reduce cart abandonment.