Create great customer surveys
Free templates, expert tips & results in real time – with easyfeedback you create DSGVO-compliant customer surveys and gain important insights.
Why conduct customer surveys?
Satisfied customers are loyal and therefore returning customers who increase your turnover.
With customer surveys you can measure satisfaction along the entire customer journey and improve the customer experience at every touchpoint. Get to know the needs and wishes of your customers and offer an optimized experience and products.
Collect customer feedback
Identify customer needs
exploit optimization potentials
Recognize customer satisfaction
Put customer satisfaction first. Find out what your customers think about your company, how satisfied they are with your products and services, how they rate you compared to your competitors and much more. With feedback from customer surveys there are no limits.
Strengthen customer loyalty
Satisfied customers will also increase your customer loyalty in the long term. And loyal customers tend to return to you. It’s nothing new, but it’s still topical: keeping a customer is considerably cheaper than acquiring new customers. So always cultivate the relationship with your customers.
Accelerate sales growth
Word of good products and services gets around. Attract promoters who will recommend your company to others and then increase your sales with recurring purchases and cross-selling opportunities.
Highlights of the easyfeedback survey software
German data protection
As a German provider of customer surveys, easyfeedback consistently relies on data protection according to DSGVO: server location Germany (ISO27001), trained employees, data protection officer and other security measures.
Create a competitive advantage with an exceptional customer experience
Almost every successful company recognizes that today’s market is characterized by the customer experience. Organizations dedicated to this principle are as diverse as e-commerce, car dealerships or the film industry. The customer experience that a company wants to offer can be very different. That’s why it helps to understand the basic wishes and needs of your customers. This helps you determine what a great experience for your customers should look like.
Collecting and segmenting data are classic approaches to understanding your customers. But simple data is not enough. Successful customer experience measures apply a human filter to the collected data to ask cross-cutting questions and gain deeper insights. Who exactly are my customers as individuals? What motivates them? And what are the fundamental reasons for their satisfaction? Put your customers at the centre of attention and adapt your company’s services to their needs through customer surveys. This will not only increase the customer experience (CX), but also customer satisfaction.
With a contact form you give your website visitors the opportunity to contact you quickly and easily with questions or problems. Meanwhile an important customer touchpoint when it comes to customer surveys. However, many contact forms on websites still have the classic form style and have a deterrent effect. Give your contact form a fresh and modern design with an online questionnaire. These can be inserted smoothly and seamlessly via various website integrations. Button, feedback tab, popup or focus layer? All no longer a problem. You have the choice.
By gathering feedback from your new customers and prospects, you can gain insight into what works well with your product or service and what actions are needed to improve the experience. It also shows your customers that you value their opinions and take them into account when designing your offering. Your customers will feel more connected to the company and you can gain important brand ambassadors.
You can collect and analyze this feedback in a variety of ways at different points along the entire customer journey. Whether you want to improve the quality of your customer service, the services offered by your company or the user experience on your website. Use customer surveys at regular intervals to check what your customers’ customer experience is like to ensure a great experience. You can always use our templates and samples for this.
Market Research & Optimization
The analysis of the market needs of new and potential customers and the evaluation of opportunities is the starting signal for every successful idea. Primary research through customer surveys can provide you with these needs in the form of feedback. Use this feedback to understand the potential of your product even before you invest in it.
Do you want to go to market with the right price for the product or uncover user behaviour to learn more about your customers’ experience with the product? You can also design the perfect product and pricing model by using the feedback of your prospects. Simply research product satisfaction and loyalty to discover improvements for the next generation. This will inspire your customers and create an extraordinary customer experience. From the initial idea to the next generation of products, the right questions can tell you everything.
Net Promoter Score
To improve customer loyalty, you need to know your customers’ buying decisions and what they expect from your products and services. This allows you to proactively make improvements and satisfy your customers. Because satisfied customers are returning customers. This means you have more cross-selling opportunities. And your satisfied customers will be prepared to actively recommend your company to others. You can find out by checking the Net Promoter Score®. The NPS is the most widely used method for measuring customer loyalty. This makes it an internationally measurable indicator that allows you to compare yourself with your competitors.
Choose the right tariff for your customer survey
The easyfeedback tariffs are ideal for small and large companies.
A one-off customer survey can be carried out as a starter or single tariff.
For all those who want to compare the results and customer segments, the business tariff is ideal. And for companies that want to work with several departments, the Company tariff offers the best option to work independently in different teams.
Lead generation on the website
Have you ever thought about guiding the user to the right product with short questions on the website? Probably not. By means of a short questionnaire the needs are determined and the user is led directly to the product of his choice, if he gives his e-mail address beforehand.
Tips for conducting customer surveys
How and where can I place my customer survey? The choice of method is extremely important in order to reach your previously defined target group in the best possible way. The goal of the customer survey is what counts. If you have a customer base with an existing e-mail list, it is particularly worthwhile to invite them directly by e-mail to your customer survey. The personal contact is already established and both parties know each other. You may even be able to address each customer in a personalised way, which will additionally strengthen the bond. There are many examples of customer surveys of this kind – you will certainly know it: “How satisfied were you with your purchase?” or “Please rate your experience with our product”. This method provides you with regular customer feedback, with which new measures can be planned.
If it concerns website visitors, interested parties and potential buyers, embedding the survey in the website is a suitable method. Here, too, the goal of the customer survey is always important. However, with this method it is worthwhile to use a few questions in order to receive quick and concise feedback. “How do you like this article?”. The integration of the customer survey can be done for example via button, feedback tab, popup or focus layer and can thus be seamlessly integrated into your website.
Would you perhaps even like to actively seek personal contact with your customers and exchange ideas with them? Here it is worthwhile to use social media and place the web link there. You can achieve particularly high participation rates via social media, as this is where your company’s “fanbase” often accumulates. Customers who follow you on Facebook, LinkedIn & Co. are most likely to be enthusiastic about your company and want to be part of the development and always up to date. The bond between your company, product or service and customers who follow you on social media is usually much closer than with customers who don’t. This increases the chances of participating in the customer survey, which gives you more relevant feedback.
However, these are just a few popular of the many methods of conducting a customer survey. Be creative in your choice of method and use the full range. A web link can be placed not only in emails or social media, but also in PDFs. And even a QR code can be used to refer to one of your customer surveys. Ask your customers at all relevant touchpoints for feedback on your experience to provide the best possible customer experience.
The evaluation or analysis of the data for a customer survey is a major hurdle for many people. It is difficult to make a general statement when evaluating the data because the evaluation of the customer survey depends to a large extent on the type of questions and the selected answer format.
Imagine the following scenario: When asked about customer loyalty to your company, the NPS query gives you a value of 52 (on a scale of -100 to 100). According to the benchmarks, this means that you can make a general statement that the customer loyalty in your company is very good. However, what you now lack is the knowledge of which customers are more strongly bound to your company than others. At first you can’t do much with the number 52 and don’t know which areas work particularly well or in which areas improvements are necessary. But if you know which age groups have a particularly close relationship with your product, service or company and which do not, you can target these groups. This is the point where it becomes interesting and informative within your evaluation. There are various methods of segmenting these into different groups. But what exactly does customer segmentation mean?
In customer segmentation, individual groups are identified from the entirety of (potential) customers, where the individuals within this group have the same characteristics. The assumption here is that these groups usually also show the same (buying) behaviour, but differ significantly in their behaviour from other groups with other characteristics. These can be groups such as new and existing customers, the age or gender of the target group surveyed (demographic segmentation), the place of residence (geographical segmentation) or certain interests. Segmentation strategies can vary greatly for different companies and industries.
Let us assume that you sell surfboards. Geographic segmentation could reveal that people who live near beaches with swell perceive surfboards differently than people who live in a city far from the water. Demographic segments such as women, men and children are also likely to have different preferences when choosing a surfboard.
As you can see, by segmenting your customers when evaluating your customer survey, you can take a much more customer-oriented approach and identify possible optimization potential for specific groups.
Does a cover letter have to be sent for each survey? The answer to this question is very situation-dependent. However, it is advisable to use a cover letter for some of your customer surveys to introduce the customer to your project thematically first. It is also advantageous to familiarise him or her with the presumed duration of the customer survey. You should always be honest. If you promise the customer a processing time of one minute and the participant concerned is still on page one of eight after five minutes, then the customer will most likely abandon the customer survey and leave no evaluable feedback.
You should also give your participants a small incentive in your cover letter to participate in your customer survey. This may simply be the prospect of you attaching great importance to the feedback and opinion of your customers and want to constantly improve your offer for them. Many customers are happy about such an undertaking. The mere fact that you want to constantly improve your offer and include the opinion of your customers already increases customer satisfaction. It is of course also possible to offer a “goodie” in return for customer feedback – this could be a discount for the next purchase, a free additional service or a small gift. However, there are also situations in which a cover letter seems out of place and does not achieve the desired effect. These include, above all, customer surveys where concise feedback is needed. In these cases, reading the letter would probably take longer than answering the customer survey itself. An example of a type of this type of survey is collecting feedback on an article on your website or the website itself: How do you like this blog article? How do you rate the usability of our website?
Questions like these from the example can usually be answered within seconds and with a star rating and do not require a (detailed) cover letter.
The success of your customer survey is largely determined by the right approach. So think carefully about the purpose for which you want to use your survey and adapt the cover letter to the situation.
In order to design the optimal questionnaire for your customer survey, several factors have to be considered. There is no optimal questionnaire for every case, because every case has different requirements and goals. At this point a very important key point comes into play again: the goal. Never lose sight of this when creating the questionnaire. Would you like to know how comprehensive or limited your customers’ assessment of the product selection on your website is? Then ask for exactly that. Avoid unclear and imprecise questions at all costs in order to leave no room for interpretation. The longer the participant has to deal with the questions, the higher the probability that sooner or later he or she will stop participating. In order to design the questionnaire as optimally as possible, also keep the texts and questions to be read as short as possible and concentrate on the essential. For example, explaining a question for too long can lead to it being misunderstood or not understood at all. And to prevent your participants from getting bored, avoid monotonous or uniformly consecutive questions with the same content. In this way you keep the drop-out rates as low as possible. Asking questions is not difficult, but asking good questions is an art.
The length of the questionnaire is one of the most important factors when designing the questionnaire. This should always depend on the degree of customer loyalty or the loyalty to your participants. As a rule of thumb one can say: The higher the loyalty, the more questions can be asked. If the level of loyalty is low, you should therefore avoid asking more than 10 questions or venturing into complex matrices. The necessary effort – especially with a matrix question – is always underestimated. Put yourself in the participant’s perspective. Would you answer the customer survey under the same conditions? Why should he fill it out and invest his precious time? But always try to keep it as short as possible, regardless of the degree of commitment to your participants. Time is an important factor and the attention of your participants is a gift.
To reduce the drop-out rate even further, it helps to design your customer survey in an appealing way. Does the appearance of the company or the product range come across in the questionnaire? Your own branding can already make a big difference.