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Improve Your Business with Free Online Customer Surveys
Do you want to provide better service to your customers – service that beats your competition?
One very quick and easy way to tap into the core of what your customers really want is a free, automated online customer satisfaction survey tool. Many companies offer free versions of their survey tools. They do it for the publicity and the new prospect awareness they get. In return, you get an awesome tool. And if you really like it, you may upgrade to expand your reach. That’s a great deal!
When should you use an online satisfaction survey?
Email surveys are useful for collecting feedback after an online customer service interaction such as an email or chat; after a website visit; or for proactively reaching out for customer feedback. While email surveys are often used to collect feedback after an in-person or telephone interaction, it is a good idea to collect feedback through the same channel as the initial interaction.
Sample email customer satisfaction survey questions include:
- Did we provide the information/answer you needed? [yes/no]
- How easy was it for you to interact with us through email? [1 = not easy to 5 = very easy]
- How satisfied are you with the service you received from us? [1= very dissatisfied to 5=very satisfied]
Pop-up and website customer surveys
Pop-up or website surveys are useful for collecting feedback after a customer has visited your website, or for collecting feedback from customers for whom you do not have contact information. Sample pop-up or website survey questions include:
- Why did you come to our website today? [list answers]
- Were you able to complete your task? [yes/no]
- If you were not able to complete your task, why not? [open-ended]
Free Online Customer Survey Tools
Expect a few limitations with the free versions. They won’t affect the process, but they do usually impose some limitations, such as number of surveys or number of responses. The upgraded paid versions are usually quite affordable, and relatively not very expensive.
QuestionPro – The free version allows an unlimited number of responses, but you are limited by number of surveys (2) and questions per survey (10). Upgrade for $15.
Survey Gizmo – The restriction on the free version is the number of responses (250). But you can have unlimited surveys and questions. Upgrade options start at $19 a month.
Survey Monkey – The restriction on this free version is the number of responses – (100) and also the number of questions (10). Upgrades start at $19.95 a month.
A plan of action for following up on customer feedback is critical for your survey’s success.
When was the last time you used a customer satisfaction survey? What did you learn? What do you recommend to other companies?
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ABOUT Lisa M. Chapman:
Ms. Chapman’s new book has a name change! The Net Powered Entrepreneur – A Step-by-Step Guide will be available in April 2012. Lisa M. Chapman serves her clients as a business and marketing coach, business planning consultant and social media consultant. She helps clients to establish and enhance their online brand, attract their target market, engage them in meaningful social media conversations, and convert online traffic into revenues. Email: Lisa @ LisaChapman.com
