When you do decide to create surveys there are key steps to follow to make them effective regardless of the industry. How will a survey help sales? marketing? hiring? If you can’t answer that, don’t waste your time designing a survey and don’t piss off customers who don’t like them
- Define Objectives:
- The most important factor is why are you doing it, what is your purpose what do you hope to achieve? What information do you want?
- Identify Target Audience:
- Understand who your respondents are and tailor questions to suit their demographics and interests. It should not be a generic one size fits all.
- Choose the Right Survey Type:
- Decide between multiple choice, open-ended, rating scales, etc., based on the information you seek.
- Develop Clear Questions:
- Craft questions that are concise, unambiguous, and unbiased to gather accurate responses.They ask what you want to measure.
- Test the Survey:
- Conduct a pilot test to identify any flaws in wording, length, or flow.
- Ensure Accessibility:
- Make the survey accessible to all respondents, considering factors like language, device compatibility, and accessibility needs.
- Maintain Anonymity (if necessary):
- Assure respondents of confidentiality if anonymity is crucial for honest feedback. Can be good for workplace surveys or for people afraid to tell companies or professionals they are still using, what they really think
- Consider Incentives (if needed):
- To encourage participation, consider offering incentives such as discounts, or vouchers for completing the survey, not entries into a prize draw because most people don’t win and it appears to be a scam.
- Distribute Effectively:
- Choose appropriate channels (emails, social media, website, etc.) to reach your target audience.
- Analyze Responses:
- Gather and analyze responses systematically to derive meaningful insights.
- Act on Findings:
- Utilize the survey results to make informed decisions or improvements based on the feedback received. Let customers know if changes are being made based on surveys. If it’s like Yelp respond to a customer personally letting them know how you will address situations
Some industries require specific issues to be addressed. Below are samples
1. Healthcare Industry:
- Consider patient confidentiality and sensitivity when framing questions.
- Focus on patient experience, treatment effectiveness, and staff interaction. Were they seen on time or did they have to wait and for how long? Did medical staff ask the right questions to solve the issue? Did they feel they were heard and were their concerns addressed or did they feel rushed.?
2. Hospitality Industry:
- Emphasize guest satisfaction, accommodation quality, staff courtesy, and amenities. Were they able to get extra amenities without charge? Did room service food arrive in a timely manner? Was the room clean? quiet? Were directions for the TV, alarm clock and other devices available? Was there stationary or books listing local sites.
- If you use rating scales for services, cleanliness, and overall experience make sure to define what is being rated.
3. Technology Industry:
- Gather feedback on user experience, product features, ease of use, and customer support.
- How supportive were responses to problems? How easy was it to understand responses? How long was the wait time on the phone? How easy was it to get live help?
4. Retail Industry:
- Focus on customer service, product variety, store ambiance, and pricing satisfaction.
- Include questions about shopping frequency, preferred products, and suggestions for improvement. Only ask for the suggestions if the intent is to implement
Remember, regular surveys and feedback collection can aid in continuous improvement and understanding evolving consumer needs, leading to better products/services and customer satisfaction; only if you intend to use the information to make changes.
6 simple ways to remember the effectiveness Did you ask? Did they tell? Did you listen? Did you implement? Did they like it? Did it make a difference?