Emily Clarke

What Can a Survey Tell Us About a Business?

Surveys can be powerful tools for business owners to learn about their customers and their own businesses. Providing mobile app surveys or sending surveys through email allows customers the opportunity to offer feedback on everything from an in-store experience to the experience of working with a specific customer service representative. The results of customer surveys can highlight shortcomings, successes and issues that need to be addressed.

Below are several ways your business can use surveys to learn about how customers really feel:

Customer Effort Surveys

A customer effort survey allows customers to rate how easy or difficult it is to use a product. These surveys are often provided to customers following a period of time after a purchase. Customers rate the experience of using a product based on how difficult it was to find and follow instructions, how easy the product was to set up and use and how difficult it was to find help when needed.

Employee Performance Surveys

An employee performance survey is generally issued following a customer interaction with a member of your team. These may be sent out as mobile app surveys following a customer's call to your company, but you can also send these surveys via email after a live chat session.

The goal of these surveys is to allow customers to rate the performance of the employee with whom they dealt. Surveys will include questions about specific interactions, but they can also include general questions about a customer's experience with a company as a whole.

Customer Wish List Surveys

A customer wish list survey can include questions about what features customers would like to see added to a product or product line in the future. The feedback from these surveys can play an important role in research and development processes since it tells businesses exactly what customers want.

If you use these kinds of surveys, it's important to remember that a wish list is not always going to be realistic. A customer may not understand the limitations of a particular product, so some feedback may be unreliable.

Author Resource:-

Emily Clarke writes about AI-powered survey platform for SaaS and mobile apps services. You can find her thoughts at app evaluations blog.