9 Tips To Create Engaging Surveys
For Your Customers
You create a survey.
You send the link to all your customers and wait...
After waiting endlessly for days, you come back only to see 5% of your customers have responded to your survey.
You start to wonder what you are doing wrong…
Survey fatigue is a common issue in the survey and market research industry. The real question is: How do you tackle survey fatigue and keep your customers engaged in a survey?
1. Share Media – Image & Video
Surveys that consist only text tend to take too much time to complete. Almost 50% of your respondents would start a survey and then drop out because the survey is either too long or it is text heavy.
Throwing in a media like image or video makes the survey interesting and it keeps the user’s attention glued to your survey. Remember, your respondents are human beings and we as a species are more inclined to visuals than text.
I am sure everyone buys a car for 2 most common reasons; performance and VISUAL.
You could translate your A/B related questions into appealing images, which would in-turn result into better engagement with the user. You can utilize videos or GIFs as humorous counter-responses to your respondents.
Media could also come in handy as a “Thank you for completing our survey.” message from the end of the brand. It doesn’t take any extra effort to configure your survey with media and it would really boost your customer engagement – that is a value to work towards.
2. Add Logic Based Questions To Your Surveys
No two people are alike, why should your questions be the same for both? Logic based questions helps you ask questions based on your respondents’ previous response.
Let’s say you want to find out the preferred drink between soda, lemonade or juice. You also want to understand what is the name of the brand they prefer. Now, you don’t want to list out all the brands in all categories, do you?
Logic based questions allow you to get specific. Ask soda related questions to your soda drinkers, lemonade related questions to lemonade drinkers… you get the idea.
Try this feature with AceBot, an AI based conversational survey tool.
3. Have 1 Open-Ended Sentiment Based Question
You want to know what your customers think about your product? Ask them!
Yes, open-ended questions are not quantitative but they help you get great insights into your customers’ mind-set (albeit one response at a time). Open ended questions allow your customers to tell you exactly how they are feeling and possibly why they feel so.
Tagging emotion of your customers can help you understand they feel about you. This is powerful stuff! Understanding their emotion gives you deeper insight into the pros and cons of your product or service. This does not mean that you cannot automate this. With AI, you can now track the emotion behind the statement and send follow up questions based on how they feel – Positive, Neutral or Negative; in real-time and in the same survey.
Lets say you run an e-commerce company and you want feedback from your customer on your delivery services. You ask an open ended question to understand how he/she feels. The response is not good, your customer is not happy. Instead of waiting to do another outreach, what if you could immediately send him an apology or even offer him a discount on his next purchase? You have instantly made a move towards turning an unhappy customer into a possibly happy customer. Now that’s just good customer service!
4. Use Emoji Scale In Your Surveys
Did you know 36% of millennials between 18 to 34 years of age can express their feeling better with emojis? We all love emojis, right!
This again goes back to us being Visual! Asking your customers for product feedback using emoji scale instead of plain text offers a more casual and easier on the eye approach to surveys.
Emojis can be used to replace any 5 point or 7 point scale and is absolutely perfect for any feedback scenario.
5. Lighten Up Your Respondent’s Mood
There are tonnes of methods you could use to make your surveys more interesting with conversational survey methodology.
One of those interesting ways is adding light humour to your surveys.
Just simple punchlines could do wonders for your completes. I mean, who doesn’t love a bit of entertainment?!
This sort of effort not only keeps your users motivated to complete your survey but also keeps them engaged while responding to the survey questions. The more engaged they are while answering, the better the quality of responses.
6. Ask The Right Number Of Questions
There are so many customer engagement studies screaming out loud to keep your surveys short. But how many questions should a “short survey” include?
In our observation, keeping your survey questions limited to 10 results in completion rates up to 85% and surveys that have over 30 questions see a drop to 50% completion rate.
So, there you go! Keeping your survey within 10 questions should allow you to complete the survey in lesser time than expected by reaching the desired goal of completes.
Moreover, if you are using functionalities such as conditional branching and emotion tracking then there is a good possibility that you would derive the information you need by asking less number of questions anyway.
7. Ensure Your Surveys Are Device Compatible
We don’t need to state the obvious increase in mobile usability among people across the globe. So, are you banking on this fact and creating surveys that are mobile compatible? If you are not, then you need to deal with this challenge immediately because your respondents are highly likely to complete your survey on mobile, rather than a computer .
It’s not enough that you create surveys that are mobile compatible, you also need to create surveys that do not require the user to log-in into his/her email or social media in order to access the survey.
With data privacy being the biggest concern of 2018, many of your respondents are highly likely to drop out of your survey if they have to log-in through their email or social accounts.
8. Establish A Blueprint Of Survey Flow
While answering your survey, the respondent should not lose track of the subject you wish to collect data on. This usually happens when you ask too many questions without a clear sight of the survey objective.
Hence, in order to avoid this, you should establish your survey objective and chalk out a clear flow that you would want the respondent to take.
An e-commerce company survey wanting feedback on delivery service should not be asking questions on the operational quality of the product. The two are completely different subjects and having them in the same survey would result in the respondent losing his/her focus on the real subject, resulting in survey drop-off.
9. Switch To Conversational Surveys
The first step you should be taking to get yourself battle ready against survey fatigue is switching from standard webforms to conversational surveys. Why?
Simple, because people love to chat!
Our clients who switched to conversational surveys, reported that they received up to 85% higher completion rates as compared to web surveys.
It’s no rocket science after all. A long list of questions on a form can be really demotivating to see, whereas an interesting conversation can help your respondents complete your survey.
We hope our tips were immensely useful for you to keep your customers engaged in a survey. If you think there are more ways to engage customers during a survey then let us know.
If you want to get started on creating engaging surveys, sign up for AceBot here and get 100 free responses.
You can also reach us at email@example.com if you want our help in creating exciting and engaging surveys!
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