Knowing your customers well is the key to achieving success for your business. The best way to do it is by connecting with your target audience and getting their opinion about your offerings. Further, you can use the inputs to improve your products, services, and level of customer satisfaction. So how can you gather feedback from a huge segment of the audience? Is there a tool that makes it possible to get genuine and reliable customer feedback? Yes, a customer feedback survey tool can help you gather relevant information and insights from your customers.
Since large businesses have a huge customer base, they cannot rely on manual surveys. The best option is to rely on a software tool that enables you to collect data from diverse sources and extract rich insights from it. This makes it critical to find the right kind of survey tool for your business. However, finding it is easier said than done, particularly if you need one that has advanced capabilities rather than only cookie-cutter questions. Here are some factors that you should bear in mind while choosing the right customer feedback survey tool for your business.
1. Match the purpose or requirement
To start with, the software tool you choose should match the real purpose or requirement of the business. Ask yourself about the type of survey you want to conduct. What kind of data do you want to collect? How in-depth would you want the data to be? How large would the coverage of the survey be? Do you want to measure the value of customer satisfaction? Are you looking to collect information for the product development team? A full-featured survey platform that fulfills all your present needs and will also be useful in the future makes an ideal choice.
2. Consider customer experience
While survey software should absolutely match your requirements, it should also provide a good customer experience. Is it easy and interesting enough for the people who are supposed to take the survey? Does it offer a mobile-friendly format that most users would prefer? Does it ask the right set of questions as a part of the survey? What about the visuals? Ultimately, it boils down to the audience’s experience because it will determine whether they would complete the survey or not. If you think that the tool has everything for delivering enhanced customer experience, go for it!
3. Ease of setup and use
Besides making sure that a survey tool is right for your needs, look for one that is easy to set up and use. Something that is complicated for your team to understand would be of no use. Whether you are investing in a survey tool for getting product feedback or customer satisfaction feedback, find one that is user-friendly and has enough help documentation. Check the online user reviews and demos to get a fair idea about the user-friendliness. Find out whether the seller offers post-sales support if your team needs help after implementing the software. Go through the online reviews of real users to get a fair idea about the tool’s usability.
4. Check for integrations and customizations
Ideally, the survey tool you buy should integrate seamlessly and easily with other software platforms that are a part of your business. This is because you may need to connect them with the business ecosystem for advanced insights at any point in time. Further, easy customization is another factor that you should prioritize. A custom software solution is preferable because it enables you to use the same tool for diverse purposes.
5. Test the tool before buying it
Once you think that you have found a survey tool that is just right for your business, do test before buying it. Involve the members of the teams that will be using the survey data. For example, when you are performing a customer survey, you need to involve the members of sales, marketing, and customer support and customer experience teams. Have them evaluate the tool thoroughly to assess its efficacy for your business. Make a cost-benefit analysis to find the viability of the tool in the long run. Measure the scalability of the tool as well because your business size and needs will probably grow in the future.
Every business is different and so are its customers. A survey tool that works for another business may not work for you because you may require different data and insights. Choosing the best one for your business is a matter of careful consideration. Bear these factors in mind and compare the different options in the market before picking one that will add true value to your business.