How about simple statements such as: The government should increase taxes, or the government needs to increase taxes. What's the next thing you think we should build? - If you could no longer use this website, what is the ONE thing you’d miss most? Shake up the questions you ask on a regular basis. Honestly, the real danger is not collecting feedback. What would persuade you to use us more often? Anyone who landed on the homepage, whether it was our existing version or one of the variations, was asked this question: This question, asked 15 to 30 seconds after people landed on the page, helped us learn more about what worked and didn’t, so we could refine our designs at each new iteration: Pro tip: if you think a poll on the homepage may be too invasive, there are other ways to collect user feedback. Why should you care about what people ‘think’ about the search feature? You want your team to be reading a wide variety of answers so they can truly empathize with their users.”. Having to answer too many questions can overwhelm your users. What is the main reason you're canceling your account? Now that you've thought about where to place surveys so you can most benefit from user feedback, it’s time to start asking questions. Hotjar vs FullStory: which one should you choose? 1) using a closed-ended question to get your foot in the door at the beginning of a survey, and. Asking the right survey questions can help you figure out what marketing messages work best, so you can double down on them. The first step is to come up with some goals for your survey. Shorter surveys will have better completion rates and show your users that you respect their time. What were the three main things that persuaded you to create an account today? Let’s look at the main types of survey questions you can ask and some examples. The key to getting accurate responses and a reasonable response rate for teacher survey questions largely depends on good research design. The Survey tool is for stand-alone surveys on their own, separate page. We get such valuable feedback from this survey that we made it mandatory for all downgrades/cancelations. To help you build your own effective CSAT surveys , here are some sample customer satisfaction survey questions for a range of different situations where you want to gauge what your customers think. Improve your existing products to make purchasers more likely to buy from you again. A customer survey is a type of business survey that is used to collect first-hand information on the perceptions of your customers. Survey design involves thinking about the psychology, emotions and words behind the questions. It takes more than sending employees a link to survey questions and expecting them to bare their souls for employees to believe in the power of feedback the way you do. A group of user testers about the checkout flow? But it's not always easy to know from just quantitative analytics data if content is providing real value to the right people. We believe you’ll get the best insight from open-ended questions: questions that let users answer in their own words instead of just selecting from multiple-choice answers. What's one thing we can add that would make [publication name] indispensable for you? What convinced you to pay for this service? What vertical/industry best describes your company? Don’t ask directly about price; otherwise, you’ll seem like you’re unsure of the value you offer. A good format for that is an exit-intent pop-up survey, which appears when a user clicks to leave the page. Regardless of what type of website you’re working on—be it e-commerce, SaaS (software-as-a-service), blog, or magazine site—surveying users on the page will give you the feedback you need to improve the user experience for your audience and increase conversions for your business. That’s how you’re going to take that 5% to 10%.”. Nominal questions work well when there is a limited number of categories for a given question (see the example above). You can use our sample size calculator to get a more precise answer, but understand that collecting feedback is research, not experimentation. If you run a SaaS website or subscription service, you’ll likely have customers who wish to unsubscribe or downgrade to a lower pricing tier. You don’t want your audience to tell you what you already know; you want them to give you insights, so you have to allow for that. The 15 best website survey questions to ask customers in 2020. Editor’s note: to set up a survey that shows up on your website pages like the ones we showed you in this article, you need to use the Hotjar Surveys tool. Let’s take a look at why employee engagement surveys … Buying a new product can be scary: nobody wants to make a bad purchase. "By knowing which of your products is most liked, you can: A good rule of thumb is to aim for at least 100 replies that you can work with. Before we dive into our list of 70+ question examples, here is a quick overview of the six different survey question types they belong to, with a few examples for each: Open-ended questions give your respondents the freedom to answer in their own words, instead of limiting their response to a set of pre-selected choices (such as multiple-choice answers, yes/no answers, 0-10 ratings, etc.). A good survey questionnaire is made (or not made) by the individual questions that constitute it. Conduct a survey of your customers to identify the key aspects that you can improve to provide a better customer experience.”, Shane Barker - Digital Strategist, ShaneBarker.com. That’s what you’re after: you want to know what it’s like inside their heads and how they feel when they use your website and products. Here are some suggestions on asking user survey questions and how to create a survey: 1) The questions should all be focusing on UX issues. Read more → HubSpot Academy increased its conversion rate by adding an exit-intent survey that asked one simple question when users left their website: “Not for you? Try to keep your survey to just 3-6 questions. Plus, a short survey makes it … Time to create a great survey. If not—what would you change? We use a simple multiple-choice format for the main question ("What's the main reason you are downgrading? How would you rate our support on a scale of 0-10? In addition to frequent 1-on-1’s, we want to empower managers to learn from their teams on a continuous basis by asking the most important employee survey questions. The design process is the strategic phase. By definition, pulse surveys are short and snappy. Do you have some favorite survey questions of your own? What's one feature we can add that would make our product indispensable for you? Nobody knows more about what your users want than the users themselves. When the pressure is mounting, you’ve got to get to the bottom of it, and good survey questions can help you do just that. Let's give you a practical example of a homepage survey we've used at Hotjar. This helps create a more visceral reaction from people and encourages them to tell stories from their actual experiences, rather than making up hypothetical scenarios. These questions are super-straightforward: they require a simple ‘yes’ or ‘no’ reply. Their feedback helped us perfect the questions and clear up any confusing language. The truth is, you’re probably already doing something that bugs them more than any survey or feedback button would. For example, asking ‘What makes our product better than our competitors’ products?’ might boost your self-esteem, but it won’t get you good information because you’re planting the idea that your own product is the best on the market. Keep experimenting with different questions in your surveys and you’ll keep learning what delivers the most actionable insights. What almost stopped you from subscribing? Here are a few pointers to help you get the most from your blog survey. So, finding the right customer satisfaction survey questions may take a bit of thought. Without knowing what users think about your page and why they do what they do, you’ll never create a user experience that maximizes conversions. The format you choose for your survey—in-person, email, on-page, etc.—is important, but if the questions themselves are poorly worded you could waste hours trying to fix minimal problems while ignoring major ones a different question could have uncovered. If you’re using a different survey format, feel free to mould the question to your desired format. For example, at Hotjar, we ask for feedback after each customer support interaction (which is one important measure of customer satisfaction). The principle is the same: take a page that’s underperforming, and ask your users why. Understanding customers is the key to improving and growing your business—but you won’t be able to understand your customers unless you learn more about them. A good survey question is asked in a precise way at the right stage in the buyer’s journey to give you solid data about your customers’ needs and drives. Unlike experimentation (such as A/B testing), all is not lost if you can’t get a statistically significant sample size. If you did not make a purchase today, what stopped you? A good customer survey includes objective questions that seek specific insights into consumer behaviors and expectations. question as one of our follow-up NPS survey questions so we don't have to guess what our users truly want from us. We’ve written in detail about most of these ideas in other blog posts, and I’ve included links for each of them below. It is simply building a tighter relationship with your customer.”. Try starting off with a single question to see how your audience responds, then move on to two questions once you feel like you know what you’re doing. Then came forth the 10 commandments for writing good survey questions to guide everyone from elite researchers to entry level interns in all things survey question writing. How would you rate our service on a scale of 0-10? What were the three main things that persuaded you to sign up today? Typically, it consists of questions that bother on the opinions and expectations of your customers as they interact with your business and … If you could no longer read [publication name], what’s the one thing you would miss the most? Use Hotjar to build your survey, place it on your website or send it via email, and get the customer insight you need to grow your business. Starting with a question that's easier for users to answer will increase the chances of people actually completing the survey. Fio was the Senior Editor at Hotjar until October 2020. Particularly recommended for SaaS (Software-as-a-Service) companies: Pro tip: whichever questions you use, the qualitative data you get from a survey will supplement the insight you can capture through other traditional analytics tools (think Google Analytics) and behavior analytics tools (think heatmaps and session recordings, which visualize user behavior on specific pages or across an entire website).While analytics tools will tell you what is happening on a page or website, replies to your survey questions will usually help you understand why it's happening. Use this website, what stopped you? towards the end of this article on a scale of?... And a wrong way to ask the right point in their journey even on the table wand and could just... Right people 's not always easy to survey everyone, ask questions so we don ’ t ask directly price... Ask demographic survey questions type ] online replies can give you actionable information about your... 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