Every business strives to measure the level of satisfaction within their customer base.
This is why online surveys are so popular.
In this article, we'll examine customer feedback survey examples from renowned companies like Amazon and Etsy, as well as some niche organizations. Also, we will explore best practices and guidelines for creating highly engaging customer feedback surveys.
How to Make an Effective Customer Satisfaction Survey?
Making an amazing customer satisfaction survey shouldn't take more than 10 minutes. A good survey builder comes with mobile-friendly templates you can edit to match your brand, so all you really have to do is think of customer survey questions to ask. You can see for yourself... just try out involve.me and create your customizable customer satisfaction survey.
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Once you've selected a great survey builder, the next steps are to:
1. Select a Feedback Survey Template
All templates linked below are editable in both design and functionality. So, choose any customer satisfaction survey template you like and customize it to your liking.
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2. Customize the Design
Brand identity is extremely important when collecting real customer insights. You want customers to recognize your brand to provide detailed, actionable feedback. Add your logo, use a background that matches your website, upload your font, and round the buttons to v in your survey email.
3. Ask Actionable Questions
When asking feedback questions, less is always more. People's attention spans are getting lower by the minute, so only ask for information you can use.
Customer Feedback Survey Best Practices
If you've read this far along, now's the time when you get the juiciest tips on creating the most productive and actual customer satisfaction surveys.
1. Give Incentives to Customers
Your customers may need a gentle push to provide their opinion at times. Who can blame them? It's a fast-moving world! In order to entice them to take these surveys, make sure to send them an incentive. These incentives can range from discounts, coupon codes, and free resources to gifts.
3. Send Surveys at the Right Time
Surveys can get ignored if the timing is off. For instance, asking a new member of your YouTube channel for a review wouldn't give you much information to work with. Make sure to get your timing right, such as waiting a month after the launch of your product.
4. Keep the Questions Short, Relevant, and Unambiguous
One of the biggest errors when creating surveys for customer feedback is a lack of clarity. Ensure that the customer service survey questions you ask are short and concise to avoid any misinterpretation. Avoid asking complicated questions of your target audience.
5. A/B Test the Surveys
When in doubt about which feedback surveys work most effectively, run a quick A/B test on yours! Take note of the responses between two surveys; you can then choose the one that receives the most accurate responses.
6. Thank Customers for Taking the Survey
It is highly essential to respect the time your customer has taken to participate in your survey. Once you receive user feedback, express your gratitude by writing them a note or adding a bonus gift to enhance the relationship.
The 7 Best Customer Feedback Survey Examples
To ensure you get the job done perfectly on the first try, here are some popular types of customer satisfaction survey examples that can inspire you:
1. Uber
Uber has a simple aesthetic that gets right down to business. It features a star rating system where a user can rate the driver's service. They also provide a text box if a customer wishes to pay the driver a compliment or provide additional feedback.
This works both ways, as the driver also has the opportunity to rate their passenger. Based on these ratings, an Uber customer can choose to reject a ride from a low-rated driver, and conversely, the driver can decline a ride request from a low-rated customer.
2. Amazon
Amazon surveys serve as one of the best customer feedback examples in the market, with a primary focus on cultivating loyal customers through an understanding of their satisfaction levels.
The retail giant takes customer feedback seriously, especially for those who have had an unpleasant experience, and ensures that problems are resolved promptly.
Their survey format includes a star rating system alongside a text box, striking a balance between brevity and the ability to provide detailed feedback. Additionally, customers have the option to attach images and videos to their feedback.
3. Apple
Apple is renowned for simplifying the lives of their customers, and their surveys follow the same principle. The questions are concise, and the multiple-choice options enable a comprehensive exploration of customer perspectives.
4. Hubspot
These surveys perform exceptionally well due to their simplicity. Users can express their reactions by selecting an emoji and providing further details about their response. HubSpot also facilitates users in taking these surveys directly from their email, eliminating the need for redirection to an external link.
5. McDonald's
McDonald's, a global fast-food chain serving millions of customers daily, stands out for the relevance of its surveys. The feedback survey includes the receipt of the order, ensuring that the reviews are as accurate as possible.
6. Paytm
Paytm is known for actively listening to its customers. Their customer feedback survey relies on a numbered score system, providing a swift resolution process. This allows customers to personally report glitches, and in return, they receive acknowledgment and are informed when the issue is resolved.
7. Drift
Drift utilizes a Net Promoter Score (NPS) survey to gather customer feedback. NPS is a crucial metric for assessing customer satisfaction in the SaaS industry, and Drift's survey focuses on a single question: the customer's likelihood to recommend their services.
Customer Feedback Survey Templates
involve.me offers a variety of customer survey templates, and the best part is that they are entirely customizable. You can add domain-specific questions, change the background, incorporate GIFs for a touch of fun, customize buttons, and make any adjustments you desire to suit your needs.
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Wrapping Up
Delving deep into your customers' thoughts about your business is essential for optimizing your business processes. A customer feedback survey serves as an excellent tool to gather valuable insights. It can help business owners assess their performance and make necessary adjustments. When you have a clear understanding of your customers' perception of your brand, you can enhance your quality control and customer service to better meet their needs.
