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Getting Customers to Respond in a World of Survey FatigueApril 18, 2018
This post was originally posted on LinkedIn articles, authored by Angela Bartels.
How many surveys have you received in the past week? I just checked my email and I’ve received 7 total; that averages to 1 survey per day.
If you recently made a purchase, you probably received an email with a survey that asked something like:
- How did you hear about us?
- How would you rate your experience?
- Tell us what you thought.
These types of questions are generic and customers expect to receive them. Because they’re not personalized, customers have no incentive to respond to them and consequently, don’t. You’re wasting time, effort and money on what could have been an insightful engagement.
Go for the why
Imagine if you engaged with your customers on a more intimate level throughout their lifecycle? By asking questions throughout the customer journey, as opposed to just the beginning or end, you open yourself up to a wealth of knowledge about your customer’s decision making process. You would already know why customers are making certain transactions based off their previous interactions with you.
When you want to make decisions about how to better serve your customers, consider these fundamental steps:
1. Understand who your customers are and what they’re doing.
Context is everything. Without understanding who your customers are and what they’re doing, we can never get to the why.
Using tools like Google Analytics combined with Google Tag Manager, you can track where and how visitors are coming to your website and app. In addition, you can track all the events they are taking while using your website or app.
- Which pages on your website or in your app are most frequently visited?
- The time frame a user is on your website or in app. At what point are they dropping off?
- Which domain referred them to your website? And what are the actions being taken?
- How many times have they visited your app?
- Are they coming from a mobile or desktop?
- Which geographic location are users coming from?
And on and on. The data you can collect about your users is endless. Make sure you document these behaviors in a place where your entire team can access it. Talk about them as a team. You will use this data for step #2 listed below.
2. Ask the right question at the right time.
When you’re able to segment your audiences into specific groups based on their persona and behaviors, you immediately answer the standard questions found in long form surveys.
Don’t waste time asking questions you already know the answer to!
Wasted questions like this:
- Where are you visiting from?
- Is this your first time visiting?
- Did our website help you find what you were looking for?
Knowing who your customers are and what they’re doing enables you to ask the right question at the right moment in time.
Here’s an example on what the path can look like:
Here’s a great example targeting a user that has visited your pricing page twice and has not made a purchase yet.
You have the power and knowledge to generate unique engagements tailored to who your users are or what they’re doing. Focus on gathering insights, not just answers.
Step 3. Create a continuous feedback loop.
The importance of real-time customer decision analysis has never been greater. Your customers are bombarded with advertisements from competitors and if you don’t take care of them someone else will. Taking immediate action on feedback from your customers can decrease churn, increase lifetime value and create lasting impressions for your customers.
Often times, teams will launch surveys and then turn them off once they receive the results needed. If you’re constantly iterating on your product or service, then it’s important to ask for feedback through the customer’s lifecycle. The answers you receive from users today can change over time to the exact same question.
Here’s an example of questions you can ask in every stage of your customer’s lifecycle:
People make thousands of decisions a day. Don’t waste time asking irrelevant questions; ask questions in the moment that pertain to the person you’re engaging with and more importantly, take action immediately.
You probably have a firm grasp on some of the universal metrics of SaaS success: ARR, growth rate, churn rate, CAC, LTV, etc. There is no doubt that these are critical, but in many ways these metrics do not tell the whole story of “success”. So what’s the leading indicator that can give you a fuller picture of success? Your customers’ satisfaction.
We grouped our list of 29 questions into the different topics you should consider exploring in prototype testing. Aim to choose at least one from each section to make sure all your bases are covered. We’ve also included a few pro-tips here as food for thought.
This article will cover the major Dos and Don’ts of prototype testing. We’ll walk you through the most common mistakes we see in the field and share tips on how to avoid them.
Testing prototypes is an inherent part of finalizing designs. Nobody wants to wonder why users are not utilizing an app the way it should be utilized or why they can’t seem to complete a purchase on your website. And nobody wants to rework something that’s already been shipped.
UX designers are under a lot of pressure to produce designs that add value to users’ lives. But without input from your users, it’s nearly impossible to design an experience that actually helps alleviate their pain points. If you’re pressed for time and/or don’t have the help of a researcher, getting the user input essential to design a great product can certainly be a challenge.
As a UX designer, getting your leadership to support your major projects can be as much about talking the talk as it is about walking the walk. As much value as your work may provide, you also have to know how to sell it in a world of competing priorities and looming deadlines.
Even as UX design and user research are becoming a more prominent focus in today’s leading companies, it can still be tough to get executive leadership onboard with user research-related initiatives. We know the struggle.