Survey fatigue happens when customers begin to feel bored, tired, or uninterested in surveys. How do you know if your customers are suffering from survey fatigue? Your customers may begin to disregard your surveys all together before they even start. This could be due to feeling overwhelmed by the amount of survey requests they are receiving or feeling like the surveys themselves are not relevant to their own experience. Or maybe your customer opens, starts the survey, but quits halfway through. It’s more than likely that this is because your survey is too long. Any time that you request feedback from customers, you are requesting that they put in effort – and this effort should benefit them as well as others who use your services.
How do you avoid survey fatigue? Here are our top three tips:
When creating your survey, the customer’s attention span is one of the main things to keep in mind – you want to not only grab their attention but keep them interested until they click submit. Be sure to not overwhelm your customer with a lofty list of questions and a time commitment that they won’t stick to. Use branching features that allows non-relevant sections to be skipped versus them having to fill in a number of N/A type responses.
To ensure quality over quantity, only ask questions on your survey where you can actually do something with the feedback to improve your customer’s overall experience. And, if you have frequent repeat customers – instead of surveying each experience, try doing this quarterly or every 6 months.
A customer is more likely to participate in your survey when they know that their voice will be heard and listened to.
Be sure to have someone review and analyze the feedback that has been received in a timely manner. Respond promptly to those who might have expressed some type of concern. And, compliments received, should definitely be shared with your team as a morale booster!
Surveys are one of the most effective ways to collect customer feedback and ultimately improve your business. So don’t be shy – ask away! Just be sure that your surveys ask high quality and relevant questions allowing your customers to express their thoughts and opinions on their recent experience so that you can either make enhancements to areas that you weren’t aware of, or do more of what your customers enjoy! Once customers see these changes at future encounters, they will more than likely answer the next survey they receive!We make creating surveys and collecting results easy. Contact us to find out how!
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