If you could know one thing about your customers 一 what would it be?
Would you want to know what their interests are or how much they're looking to spend on shoes today?
How they even found your website in the first place or if they would make a purchase with you again?
Every business knows that getting customers to take action is hard, plain and simple. Advertisements, email newsletters, social media campaigns all work together to drive a customer towards creating an account or making another purchase.
How much effort, though, are you putting into having an intimate understanding of how your customers feel about their experience with you? If you could know one thing about your customer, wouldn’t you want to know how you can earn their business again?
CSAT surveys have taken a sharp turn in the past couple years. From lengthy forms to emoji responses, businesses like yours are trying everything they can to get feedback about how they’re doing and what the consumer wants out of their next experience.
Your most unhappy customers are your greatest source of learning.
First, Just Keep it Simple
There was an evening a few weeks ago where some friends and I were taking on the town and so we hopped in an Uber from Islington to Camden.
While we were still in the Uber, I was prompted to rate my experience along the drive so far. Instead of asking for the messy details about how comfortable the back seat was and if the conversation was interesting, the app breaks the experience down into what I would most complement the driver on.
Was it the good conversation, or the safe driving? Uber breaks down the nuances that make an experience great or terrible into a single click.
Keeping the feedback simple boosts response rates every time. Take a moment and think about your eCommerce store experience.
What makes the experience great for your customers? Is it the selection or the checkout process? The site speed or that little something extra that makes your store unique?
Knowing what your customers like and don’t like about their experience gives you the power and the knowledge to build a customer obsessed shopping experience.
Second, Find What Works for You
Once you’re collecting feedback, you’re going to start learning how the feedback can influence your design and CX decisions.
Does checkout take too long? Do customers like the selection? Is customer support actually that helpful?
With platforms like UserLoop, you can collect 50 free customer satisfaction surveys to help you get started.
Place surveys at the moments where customers are most likely to engage with them.
Typically, that’s after they’ve accomplished what they came to your site to do in the first place.
The checkout confirmation page, the email receipt, shipping notifications, and customer support emails are all great places to embed your surveys.
Ask for their feedback. If you keep the questions easy and the responses simple, you’ll be surprised how many users open up about their experience. People like talking about themselves.
If your business is ready to listen, you can get all the feedback you need to inform your decisions.
Third, Follow Up
With UserLoop, automated email surveys are quick and easy to do through their Shopify and Zapier integrations.
Sending one or two post-purchase emails can help recapture the surveys that weren’t completed during the purchasing process.
Whenever you follow up with a customer, communicate the fact that you care about their opinions and that their input can make the experience better for them and everyone else.
So how did we do? How would you rate your experience? What can we do to improve? Give us a thumbs up or a happy pug in the comments and tell us what you’re doing to boost your CSAT response rates.