Making Customer Satisfaction Survey Effective

A few days back, my laptop broke down. Such tragedy can happen to just anybody. I called the guys at the company and they were efficient enough to bring it back to life within a day. I was more than satisfied with their service and wanted to give them an elevating feedback. But did I give it? No.

The reason I could not tell them how much I admired them for the service was; they asked about it a day after the service and in the form of a survey that came in an email and spanned for more than a page!

I am not the only one who does that. We all flunk the surveys, which are lengthy, vague, untimely or, in general, conventional. The times we do them are the times when we badly want the goody the survey offers or we have nothing, literally nothing better to do.

How can WebEngage help?

You must be confused till now to read the points against customer satisfaction survey, from a company which essentially helps you do it. It is obvious that we aren’t against the concept of surveys, otherwise why would we build a product around it? In fact, we believe it is the best way for a company to improve. We just make surveys better and more effective.

Our customers have been using our tool to enhance the survey mechanism among other things for their website, for some time now. We have collated some of the successful use-cases by our customers where they used WebEngage to create better and effective customer satisfaction surveys.

Case I: Page specific surveys

What if the visitor to your site is immensely impressed or irked by a particular section or page on your website? How would you know? He can rank you lower in the customer satisfaction survey afterwards and might not tell you the precise reason. Do you really want to keep guessing forever? Especially when you have us to help you out? Have a look at how one of our clients used our survey tool to solve the problem.

Customer Satisfaction Survey 1

Case II: Do you like what you see?

Another of our clients upgraded their site to a more aesthetically and visually appealing one. They needed to know whether the visitors felt the same way or not. A survey at the end of a purchase on the website or through an email would not have helped because until the time they would take the survey, they couldn’t care less about the looks of the one of the hundreds of websites they visited that day. The solution was to ask the visitors right away what they thought about the revamp and WebEngage made it a cake walk. Want to know how? Like this:

Customer Satisfaction Survey 2

There were a series of questions added, about the aesthetics, looks and usability and the survey garnered more than 12% response rate making our client happy and us proud.

Case III: Hi! Looking for something?

A visitor comes to your site, he browses for some time, maybe he is looking for something and cannot find, maybe he does not know what he is looking for, but how can you know? Well, ask him.

Customer Satisfaction Survey 3

The survey started with a harmless question asking about his presence on the site and if he was looking for something and then the questionnaire went on to be precise and directed in the end finding out what the user was actually looking for and providing him with it. Not only does the customer get what he wants, the site gets an almost clueless and most probably lost customer.

Case IV: Post purchase survey

This is the most conventional point in the visitor’s track to take a survey, but the tricky part is, how to get the customers answer everything we want. There are two things that customers specifically hate in a survey; the deluge of questions and that deluge full of irrelevant questions. WebEngage helps you create a survey widget where you can take the satisfaction survey without taking the customer to another page and also not overwhelming him with a number of questions at a time. One of our major clients does it and response rate speaks for the effectiveness.

Customer Satisfaction Survey 4

At WebEngage, we strive to make customer engagement easier by the day for our clients. If you have used WebEngage in a way that has helped you, we would be more than happy to hear about it. If you are one of the people finding customer engagement on your website challenging, we would be happier to hear from you.

[Announcement] Introducing Leave Intent Based Targeting; Now, Convert Users Exiting Your Website – Pounce On Bounce!

After gazillion requests from our customers to find an elegant solution to the irritating exit surveys that open a new window when a user closes the browser window/tab, we decided to give this problem a shot – a graceful solution to a problem that online product managers and marketers struggle with globally.

Take a demo first



Loved it? It needs less than 5 minutes to implement this on your website without adding any extra code to your site or involvement of your dev/IT teams! Too much to ask for? Yeah, we know … :-)

Google Analytics is information. WebEngage is ACTION
Tools like Google Analytics, Clicky, Kissmetrics etc have historically been telling you about bounce rates on your website. We know how terrible it feels to know of a problem but not be able to do anything about it. Well, not anymore. Say hello to WebEngage’s Leave Intent Targeting – the ultimate solution to catch hold of users bouncing off your website.



Introducing Leave Intent Targeting
We are extremely excited to announce the launch of “Leave Intent Based Targeting” under the targeting rules section for surveys and notifications. With this feature enabled, you can now choose to display a survey (lead generation form, any other mini questionnaire etc) or a notification (push message to display offers etc) to users who are about to leave your site. At the core of this technology, we detect mouse movement of visitors on your website – and pop a pre-configured survey/notification the moment we find out that a user is either approaching the browser’s close button or moving away from your site to a different tab in the browser window. Cool, ain’t it?

Wanna get started? It takes 2 simple steps as explained underneath:

Step 1. Create a notification/survey for users bouncing off your site

First, you need to choose what would you like to do with users bouncing off your website – ask a set of questions or show them a nice HTML message with some call-to-action? Depending upon that, you either create a survey or a notification. Check out the how-to images underneath:

Step 2. Implement leave intent targeting for your notification/survey

Now, that you have decided the action to be taken on bounce, here’s how you configure the “targeting rule” for it. It is as simple as checking this option in the targeting screen:

That’s it! By simply following the two steps mentioned above, you are good to catch hold of customers/visitors exiting your website and make one last attempt to have them stay back a little longer – by offering a helping hand, or, an offer, or, a lead generation survey integrated solution with your outgoing email/SMS sending engine! All in real-time!

Need more filtering capabilities?
Have we ever said a NO? :-)

Leave intent targeting can be used in conjunction with other rules that we support in the system. Some use-cases to give you an idea of what can be done:

  • Want to show a notification/survey to visitors exiting your website ONLY from the cart page or any other section on your website? Use Page URL Targeting
  • Want to show a notification/survey ONLY to visitors from certain geography(/ies) trying to leave your website? Use Geo-location Targeting
  • Want to show a notification/survey ONLY to exiting users who came to your website via a Google search or your FB Page or from any other specific website? Use Traffic Source Targeting
  • Want the bounce notification/survey to work ONLY during midnight, say from 11pm to 4am? Use Time Of The Day Targeting
  • Want to show the bounce notification/survey ONLY to visitors with a certain Cookie planted in their browser? Use Cookie Based Targeting
  • Want to show the bounce notification/survey ONLY to your Premium Customers who have made a purchase of more than $1000 in the past? Use Custom Targeting

Need more dope on targeting? help.webengage.com/targeting/how-to-setup-targeting-rules

Want to see a real world sample of how a leave intent survey works? Please go to our pricing page. Once the page has loaded, try moving your mouse cursor away from the tab to any other or towards the close button of the window. Ain’t it magical? We call it eating our own dog food :-)

Note:

  1. This feature is available only for customers in the new premium and enterprise plans.
  2. This feature is, currently, only supported in Desktop browsers (IE7 & above, FF, Chrome, Safari all versions); support for mobile browsers will soon be available.

Have questions? Get in touch

Edit (10th Dec, 2013): We have recently released the Modal Window Layout for notifications. Check it out. This layout works really well with leave intent targeting.