Types, Advantages, and Long-Term Benefits
Asking doesn’t cost a thing – more and more companies have recognized this and are increasingly interested in the needs of their customers. Surveying of one’s own customers can uncover important potential and help better understand them and their needs. Rapid digitalization and its endless possibilities poses challenges – but also opportunities – for many companies, especially regarding the design of their customer relationships.
Communication channels that were considered trendy only a few years ago are now regarded as snail mail. Companies are required to continually adapt their business model to new technologies and react quickly to customer feedback. Within seconds, dissatisfied customers can trigger a shitstorm on social networks and blogs. But that doesn’t have to happen – there is already a wide range of professional survey tools on the Internet that companies can use cheaply or even free of charge. Not only do they collect large amounts of data, but they also provide a detailed evaluation in practically no time.
But what exactly makes online survey software the popular all-around choice in customer surveying? How can surveys be created using such feedback software? What exactly is behind the various applications of smart feedback software? What are their long-term benefits?
1. Creating a survey
For survey creation, feedback software usually has different types of questions:
- Evaluation questions
- Prioritization questions
- Open, semi-open, or closed questions
- Single or multiple selection questions
On request, the type and number of questions can be used to refer to the participant’s previous answers. Since many companies operate in international markets, many software vendors offer their survey tool and templates in different languages.
2. Sharing surveys
Companies can then share the survey with their customers in several ways:
- Via an integrated link on websites or in emails
- By email invitation or reminder in a selected mailing list
- Integrated into social networks or blogs, for example on their Facebook page
- By widget or i-frame placed on the company’s website
- As a handout with online access data
3. Analyzing Feedback
Results can be downloaded as often as desired during the entire survey, for example in CSV format. For evaluation, the data can also be imported into applications such as SPSS or Excel. Some vendors provide an automatic analysis tool for evaluation. The software evaluates the data in real-time and transfers it into charts. It is also possible to filter or search responses by a specific category. Companies can check the current status of their survey at any time. Our integrated experience management platform zenloop automatically evaluates customer feedback and offers sentiment analysis, smart labels, and a 24/7 live feed.
Advantages of NPS®-Methodology over Other Survey Methods
The commonality of feedback software lies in revealing invisible thoughts and opinions about a company at the touch of a button. While some companies create online surveys themselves, others rely on well-defined survey types. They usually calculate a key figure from all the answers, which can be used as a benchmark. Well-known metrics include Customer Satisfaction Score (CSAT), Net Promoter Score® (NPS), and Customer Effort Score (CES). NPS methodology has made a name for itself among survey software. But what are the benefits of the Net Promoter Score compared to other survey methods such as CES or CSAT?