{"id":3635,"date":"2020-07-08T15:01:37","date_gmt":"2020-07-08T09:31:37","guid":{"rendered":"https:\/\/www.appjetty.com\/blog\/?p=3635"},"modified":"2024-12-13T14:30:18","modified_gmt":"2024-12-13T09:00:18","slug":"best-customer-experience-survey-practices-you-have-to-follow","status":"publish","type":"post","link":"https:\/\/www.appjetty.com\/blog\/best-customer-experience-survey-practices-you-have-to-follow\/","title":{"rendered":"7 Best Customer Experience Survey Practices You Have to Follow!"},"content":{"rendered":"<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_74 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/www.appjetty.com\/blog\/best-customer-experience-survey-practices-you-have-to-follow\/#7_Customer_Experience_Survey_Best_Practices\" >7 Customer Experience Survey Best Practices<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/www.appjetty.com\/blog\/best-customer-experience-survey-practices-you-have-to-follow\/#Be_clear_about_the_questions\" >Be clear about the questions<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/www.appjetty.com\/blog\/best-customer-experience-survey-practices-you-have-to-follow\/#Use_open-ended_questions_carefully\" >Use open-ended questions carefully<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/www.appjetty.com\/blog\/best-customer-experience-survey-practices-you-have-to-follow\/#Think_about_the_questions_order_carefully\" >Think about the questions\u2019 order carefully<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/www.appjetty.com\/blog\/best-customer-experience-survey-practices-you-have-to-follow\/#Respond_to_negative_feedback_ALWAYS\" >Respond to negative feedback. ALWAYS<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/www.appjetty.com\/blog\/best-customer-experience-survey-practices-you-have-to-follow\/#Do_not_forget_the_positive_responders\" >Do not forget the positive responders<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/www.appjetty.com\/blog\/best-customer-experience-survey-practices-you-have-to-follow\/#Develop_a_Board_of_Customers_program\" >Develop a Board of Customers program<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/www.appjetty.com\/blog\/best-customer-experience-survey-practices-you-have-to-follow\/#Keep_some_questions_optional\" >Keep some questions optional<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-9\" href=\"https:\/\/www.appjetty.com\/blog\/best-customer-experience-survey-practices-you-have-to-follow\/#Conclusion\" >Conclusion<\/a><\/li><\/ul><\/nav><\/div>\n<div style=\"text-align: justify;\">\n<p><span style=\"font-weight: 400;\">Crafting truly effective Customer Experience Surveys are tricky.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Our number one effort always lies around trying to respect customers by not bombarding them with surveys and gather the feedback in as few questions as possible.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">But do you really get the desired results every time?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Hence, here are the 7 things you have to keep in mind while building and distributing customer experience surveys.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"7_Customer_Experience_Survey_Best_Practices\"><\/span><b>7 Customer Experience Survey Best Practices<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<ul>\n<li>\n<h3><span class=\"ez-toc-section\" id=\"Be_clear_about_the_questions\"><\/span><b>Be clear about the questions<\/b><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Since your goal is to get feedback for as many questions as possible, it is important to be very clear about each of your questions that you present to your customers.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Make sure that your customers understand the questions in one go and are not having a hard time understanding either the language or the meaning. Because if they can not figure out what exactly you are asking, then they are most likely to step out of <a href=\"https:\/\/www.appjetty.com\/sugarcrm-survey-rocket.htm#pricing\">your survey<\/a>.<\/span><\/p>\n<ul>\n<li>\n<h3><span class=\"ez-toc-section\" id=\"Use_open-ended_questions_carefully\"><\/span><b>Use open-ended questions carefully<\/b><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">The most important type of questions and you should use them sparingly.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With open-ended questions, customers require some more time to complete than other question types. And while sending surveys if we assure them only a minute or two to complete a survey, then think about optimizing the experience for responders accordingly.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If you include many lengthy questions, it would surely fail to receive the response you are looking for.<\/span><\/p>\n<ul>\n<li>\n<h3><span class=\"ez-toc-section\" id=\"Think_about_the_questions_order_carefully\"><\/span><b>Think about the questions\u2019 order carefully<\/b><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">While ordering your questions, it is <a href=\"https:\/\/www.appjetty.com\/automated-surveys\">important to keep the flow of the survey<\/a> in mind. A well-structured survey keeping the flow in mind will yield a positive response.<\/span><\/p>\n<p><b>Some tips for ordering your question set:<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u00a0&#8211; Put higher-level questions that get respondents familiar with the survey taking process at the beginning of your survey<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u00a0&#8211; Slowly include the questions that address more complex or granular topics<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u00a0&#8211; Before sending out, do a dry run of the survey experience, specifically to judge the question flow before distribution.<\/span><\/p>\n<ul>\n<li>\n<h3><span class=\"ez-toc-section\" id=\"Respond_to_negative_feedback_ALWAYS\"><\/span><b>Respond to negative feedback. ALWAYS<\/b><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Whenever you receive negative feedback from customers in regard to their experience with your brand, your response is imperative. As <a href=\"https:\/\/www.appjetty.com\/survey-templates\">Customer Experience Surveys<\/a> are critical to business success.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The best way is via a personal phone call or email. This will assure them that you truly care about their experience.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">You can also follow up with a small gift, handwritten note. Such things may take time, but after some time it would give you some positive things that you can work on.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Here, timing is very important. Whenever you get the customer experience response, sit through them, respond to negative customers, and reach out.<\/span><\/p>\n<ul>\n<li>\n<h3><span class=\"ez-toc-section\" id=\"Do_not_forget_the_positive_responders\"><\/span><b>Do not forget the positive responders<\/b><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">It is part of a gesture to thank the responders who provide positive feedback. Even hand-written positive notes\/personalized emails are also a great way to reply to positive feedback. This would make them a brand loyalist or brand evangelist!<\/span><\/p>\n<ul>\n<li>\n<h3><span class=\"ez-toc-section\" id=\"Develop_a_Board_of_Customers_program\"><\/span><b>Develop a Board of Customers program<\/b><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">If you have a group of customers that have been using your product or services for an extended period of time, invite them to become a part of a Board of Customers. It can be a great way to build rapport with top clients and receive their feedback in a more personal manner.<\/span><\/p>\n<ul>\n<li>\n<h3><span class=\"ez-toc-section\" id=\"Keep_some_questions_optional\"><\/span><b>Keep some questions optional<\/b><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Especially the intimate questions about things like your customer\u2019s gender, age, income should be handled delicately. Because not all people would be comfortable sharing this kind of information. Hence, it is essential to keep such questions optional.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Otherwise, the people that are uncomfortable would stop taking your survey as people are very sensitive to the kind of information they are giving away.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Conclusion\"><\/span><b>Conclusion<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">That\u2019s probably everything you have to keep in mind for a great customer experience survey. Do let us know what you think about them or if you have other practices in mind.<\/span><\/p>\n<div class=\"blg-content\">\n<div class=\"clearfix\">\n<div id=\"scroll_top\" class=\"grid_9\">\n<div class=\"blg-right-content blog-main-content\">\n<div>\n<p><em>AppJetty has an all-inclusive and no investment partnership program for our tool, Survey Rocket. Affiliate with us through this program and expand your business. Interested? Learn more about the program from <a href=\"https:\/\/www.appjetty.com\/crm-partner-program\">here<\/a>.<\/em><\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<div id=\"scroll_stop\"><\/div>\n<div id=\"scroll_bottom\" class=\"blg-recent blog-insight\"><\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Crafting truly effective Customer Experience Surveys are tricky. Our number one effort always lies around trying to respect customers by not bombarding them with surveys and gather the feedback in as few questions as possible. But do you really get the desired results every time? Hence, here are the 7 things you have to keep&hellip; <a class=\"more-link\" href=\"https:\/\/www.appjetty.com\/blog\/best-customer-experience-survey-practices-you-have-to-follow\/\">Continue reading <span class=\"screen-reader-text\">7 Best Customer Experience Survey Practices You Have to Follow!<\/span><\/a><\/p>\n","protected":false},"author":8,"featured_media":3636,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_yoast_wpseo_title":"","_yoast_wpseo_metadesc":"","_yoast_wpseo_opengraph-title":"","_yoast_wpseo_opengraph-description":"","_yoast_wpseo_opengraph-image":"","_yoast_wpseo_twitter-title":"","_yoast_wpseo_twitter-description":"","_yoast_wpseo_twitter-image":"","inline_featured_image":false,"footnotes":""},"categories":[54],"tags":[],"class_list":["post-3635","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-crm","entry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.3 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>7 Best Customer Experience Survey Practices You Have to Follow! - AppJetty<\/title>\n<meta name=\"description\" content=\"Crafting truly effective Customer Experience Surveys are tricky. 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