A few years ago, a trend came on the scene that changed how businesses interact with their customers. Business people began recognizing the importance of the customer experience and customizing their offerings to what customers wanted.
That was a great thing.
But what came out of it that was not so great were surveys. Of course in the beginning, it was fun being asked what you thought. B
Customer-designed offerings kept a lot of businesses alive during COVID. The idea is a great one, give them what they want, make them feel important, and they’ll return.
But as more and more business people realized how important customer experience was, surveys began cluttering our inboxes. This premise was so widely adopted that we have all became professional survey takers.
Now every moment spent with a business (online or in-person) yields a survey request on your experience. From airlines to doctors, they’re all doing it. These requests are exhausting and make people regret giving out their emails.
But it’s important to ensure a positive customer experience and that your business offerings are in-line with what your customers want, right?
So how do you do that without giving your customers survey fatigue? Here are a few ideas that will help you get the information you need without annoying your clientele.
Skip the Survey: Learn What Your Customers Want in More Meaningful Ways
- Exit Drop Box. If you have an in-person business, at the end of the transaction give people red and green poker chips (they can be made out of cardboard) and ask them to drop the color that best fits their experience today in the box by the door. The other one can go in the recycling box. This gives you a quick idea of whether your customer experience for a given day is as good as it should be.
- Website Pop-up. At the end of an online transaction, give your customer a single question based on something you want to know. Make it a radial button answer for a quick response. Don’t ask a generic question like “did you enjoy the experience?”. Make it something more revealing like “did you find our website easy to navigate?”. Ask different questions each week but stick with one at a time. Add a meaningful thank you message after they answer.
- Social Media. Post a customer experience or product/service question to social media but invite people to answer in a fun way by using emoticons, for instance to signify their most recent experience doing business with you. Or ask them to use a gif to describe it. It’s not exact science but it can be fun.
- Interactive menus. Thanks to COVID, a lot of businesses like restaurants aren’t using paper menus. They’re using QR codes to access online menus. If you’re using online menus in your business, make them interactive. Allow people to hover over and see pics of the items and add comments or use emoticons. These “comments” then serve as social proof for future customers.
- Text. Remember passing notes in middle school asking someone if they liked someone else? You can do the same funny type of question using SMS. Make it creative and fun and people are likely to respond to it. You can use that same middle-school format leveraging you against your competition in an “us or them” rivalry. You may not always get the answer you want but it can be fun for you and your customers.
- Reviews. Forget polls and surveys. Those things are just for your own info and other than giving you an idea to change your business for the better, they don’t really do anything for you. Reviews, on the other hand, do. So, the next time you want to put a survey in front of your customers to figure out their customer experience, consider asking them to review you instead.
Surveys are great tools for learning more about customer experience but these days they’re too often overdone. No one has time for them and they’re mildly annoying when they clutter up the email inbox. That doesn’t mean you should forgo asking your customers’ opinions. You just need to do that in a fun, less intrusive way.