Successful Surveys in the Service Industry
Survival in the service industry depends on maintaining a quality relationship with your users. One of the best ways to keep a pulse on the elusive feelings of your customers is simply to speak to them through the online survey. Our experts at LaunchLeap have compiled a run-down for how to create a survey that give you the clearest and most workable data, to help you stay ahead.
This one’s deceptively simple. It means letting your users do the talking. But it also means making sure you don’t influence what it is they say. For example, avoid embellishing questions with superlatives, like, “How great are our smiley service representatives?” A better, more precise, and analytic unbiased wording would be: “How friendly did you find our service representatives?” The LaunchLeap customer support team is on stand-by to help you craft the best questions and make sure the data you’re getting is the data you need.
Get to know the Likert scale
The Likert scale is a fancy term for a rating-scale question type. Make the scale concise. This means providing a scale that does not confuse, so don’t ask for a rating between the “extremely helpful” and the “extremely dull”, ask simply to what extent was the service “helpful”. Research has also suggested the value of using odd numbered scales, with seven being the outer limit, this way you will have a go-to midpoint for users unsure of how to respond. With a LaunchLeap feedback campaign you can include eye-catching and data-centric rating-scale questions with ease.
Avoid boring questions
Make sure you’re mixing up the question types all the time. Yes/No answers are fine in some circumstances, but most of the time, there are better options. It’s a good idea to use a variety of multiple-choice, rating-scale, closed-ended, and open-ended question types. This will mean the feedback you receive will be three-dimensional and without glaring blind-spots.
Be quick, be cool
You must help your users help you. People are busy, tired, stressed. Feedback doesn’t have to be another chore. Make your feedback campaign sleek, smooth, and short with a honed series of precise questions. Add eye-catching colour-schemes, brand logos, behind-the-scenes footage, and exciting audio files to make your LaunchLeap feedback campaign pop.
Sync your survey with social-media pages like Facebook and Twitter. If someone leaves a bad review, speak to them and invite them into your community of users. Ask for more feedback so you can confront the issue and move forward. All LaunchLeap campaigns can be shared quickly and simply on social media pages.
Show you care
There’s nothing worse than a brand that ignores its customers, especially when those customers want to share ideas. Reward your community of users by coupling feedback campaigns with competitions, unique videos, and new prototypes. Try not to treat your users like performing seals you periodically offer treats to, but make it more like a creative community that collaborates and shares its resources.
Ask yourself: “Why are we writing this survey?”
The feedback and insight will only be as good as the questions you ask. Make sure you know what you want to get out of the survey and make it revolve around this single, central, and strong idea. The LaunchLeap support team can also help you generate ideas for new campaigns and provide innovative help with crafting the best survey.
Ask the Right People the Right Questions
Here at LaunchLeap, we believe in fostering relationships. This means developing a network of users that you understand and speak differently to. By producing a series of brief surveys and by listening to the data they provide, you can go on to produce tailor-made surveys for specific types of users. The LaunchLeap dashboard makes carving up your crowd of users simpler than ever, you can get the need-to-know info at a glance and export it instantly to other platforms for further analysis.
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