• Skip to main content
  • Skip to primary sidebar
  • Skip to footer
QuestionPro

QuestionPro

questionpro logo
  • Products
    survey software iconSurvey softwareOur flagship survey solution. Sophisticated tools to get the answers you need.research edition iconResearch SuiteTuned for researchers. Get more insights. Response based pricing.CX iconCXExperiences change the world. Deliver the best with our CX management software.WF iconWorkforceEmpower your work leaders, make informed decisions and drive employee engagement.
  • Solutions
    IndustriesGamingAutomotiveSports and eventsEducationGovernment
    Travel & HospitalityFinancial ServicesHealthcareCannabisTechnology
    Use CaseNPS+CommunitiesAudienceContactless surveysMobile
    LivePollsMember ExperienceGDPRPositive People Science360 Feedback Surveys
  • Resources
    BlogeBooksSurvey TemplatesCase StudiesTrainingHelp center
  • Features
  • Pricing
Language
  • English
  • Español (Spanish)
  • Português (Portuguese (Brazil))
  • Nederlands (Dutch)
  • العربية (Arabic)
  • Français (French)
  • Italiano (Italian)
  • 日本語 (Japanese)
  • Türkçe (Turkish)
  • Svenska (Swedish)
Call Us
+1 800 531 0228 +1 (647) 956-1242 +52 999 402 4079 +49 301 663 5782 +44 20 3650 3166 +81-3-6869-1954 +61 2 8074 5080 +971 529 852 540
Log In Log In
SIGN UP FREE

Home CX VOC

How to build an excellent customer survey program in 7 easy steps

customer-survey-program

Customer feedback is vital for any brand to be successful. It lets organizations know how well their customer initiatives are doing, what changes need to be made to improve customer experience, devise new consumer strategies, boost customer loyalty, and elevate customer satisfaction.

What is a customer survey program?

Using customer surveys to collect customer feedback is preferred by most organizations. These surveys can either be conducted immediately after a purchase has been made or annually, bi-annually, etc. This entirely rests on the focus of your study and what you hope to achieve. A well-oiled survey program can help tremendously in improving business performance, revenue, and customer experience. Let us look at how to build an efficient consumer survey program.

A framework to build an excellent customer survey program

Now that we know of the importance of having a consumer questionnaire program let us look at how you can go about building one. Remember these seven steps or elements when embarking on building a customer survey program.

1. Keep your customer surveys short and simple

Design your online consumer surveys to make the survey-taking experience easy and quick for your respondents. Long surveys with vast amounts of open-ended text questions are a big no! If you do that, prepare to have low survey completion and response rates. An ideal customer survey should never exceed ten questions, and the maximum amount of open-ended questions should be no more than 2. While this may differ with products, services, and brands, remembering this ratio will help you get maximum responses on your surveys.

2. Embedding your surveys

Survey platforms such as QuestionPro provide an option in the tool to embed the surveys or at least the first question in the invite. People prefer not having to navigate out to other websites or platforms to answer surveys. If you can embed your surveys, this will boost your questionnaire completion rates. Respondents who answer the first question are more likely to finish the entire questionnaire. Embedding your surveys also alleviates any customer concerns about authenticity and security.

3. Customize your surveys

It is good to customize your online consumer surveys to resonate with your brand colors, themes, language, and logo. Such surveys have better completion rates due to brand recall, and customers trust them easily. Another critical benefit of customizing your questionnaires is sending various versions to your segmented data. You can use the results from such A/B tests for any future surveys.

4. Make your invites special

When you send customer surveys, make sure you personalize them and have a good design and content to boost open rates. Respondents who will open your email will answer your surveys. To make that happen, you need to catch their attention and give them a reason to answer your surveys.

5. Take prompt actions

Customers will provide honest and candid information to your surveys. You need to act on that information and bring about swift changes to your customer initiatives. Most organizations are guilty of conducting surveys but not using customer feedback to define and refine their customer processes. Sitting idle on customer survey feedback is worse than not conducting surveys. The sooner you use consumer feedback, the more customers will appreciate your brand. You can always bucket customer feedback in three categories, based on the urgency and ease of handling or addressing it. Make sure you have the necessary support and tools to respond and bridge gaps.

6. Filter for deeper insights

Filtering your survey results will give you insights that will help you plan your customer initiatives better and improve your business. Your customers are unique; they belong to different regions; they have different tastes, and much more. Use that information to uncover patterns and use them to your advantage. Using QuestionPro CX for managing your CX processes is a great idea. Get specific insights and use to deliver exceptions experiences. You can try the trial version for more to see how it can suit your organization’s needs.

7. Schedule your surveys right

This is not only to do with the time and day of the week. Needless to say, that is extremely important. If you send the surveys at the wrong time, then it’s not going to get you responses or not the amount you expect.

Remember to segment your data and send it in batches to have new information with every survey cycle. This will also help in analyzing your questionnaires better for deep insights.

These are the top 7 tips that have helped us conduct our surveys successfully. Many of these can be managed through our QuestionPro CX platform. You can try the trial version to see for yourself.

QuestionPro offers some of the most advanced customer experience tools available. Gain valuable insights into your customers’ thoughts and feelings using QuestionPro CX software today.

Book Demo

SHARE THIS ARTICLE:

About the author
Ken Peterson
View all posts by Ken Peterson

Primary Sidebar

Take full control of your customer journey.

Make immediate business actions with our CX management platform

Learn more

RELATED ARTICLES

Characters & Categories

May 31,2021

Is There An App For That?

May 25,2021

HubSpot - QuestionPro Integration

What is a bad NPS score, and how can you improve it?

Jul 10,2020

BROWSE BY CATEGORY

  • Academic
  • Academic Research
  • Academic Research
  • Artificial Intelligence
  • Assessments
  • Audience
  • Brand Awareness
  • Brand Awareness
  • Branding
  • Business
  • Business
  • Case Studies
  • Communities
  • Consumer Insights
  • Consumer Insights
  • Customer effort score
  • Customer Engagement
  • Customer Experience
  • Customer Experience IN
  • Customer Loyalty
  • Customer Loyalty
  • Customer Research
  • Customer Satisfaction
  • Customer Satisfaction
  • CX
  • Decision Making
  • Employee Benefits
  • Employee Engagement
  • Employee Engagement
  • Employee Engagement
  • Employee Retention
  • Employee Retention
  • Employee Retention
  • Employee Retention
  • Enterprise
  • Events
  • Forms
  • Friday Five
  • General Data Protection Regulation
  • Guest Post
  • Insights Hub
  • Intercept
  • klantervaring
  • Life@QuestionPro
  • LivePolls
  • Market Research
  • Market Research
  • Marketing
  • Marketing
  • Marktonderzoek
  • medewerkersonderzoek
  • Mercadotecnia
  • Mobile
  • Mobile
  • Mobile App
  • Mobile diaries
  • Mobile Surveys
  • New Features
  • non-profit
  • NPS
  • Online Communities
  • Polls
  • Question Types
  • Questionnaire
  • QuestionPro
  • QuestionPro Products
  • QuestionPro Products
  • Release Notes
  • Research
  • Research Tools and Apps
  • Revenue at Risk
  • Startups
  • Survey Templates
  • Surveys
  • Surveys
  • Tech News
  • Tech News
  • Tips
  • Training
  • Training Tips
  • Trending
  • Uncategorized
  • Video Learning Series
  • VOC
  • Webinar
  • Webinars
  • What’s Coming Up
  • Workforce
  • Workforce
  • Workforce
  • Workforce
  • Workforce Intelligence
  • Workforce Intelligence
  • Workforce Intelligence

Footer

MORE LIKE THIS

University research studies are crucial in advancing our understanding of the world around us. Learn everything about it.

University Research Studies: 5 Interesting Cases

Mar 17, 2023

Explore the diversity, usability and capabilities of user research tools. Improve your research game with these user-friendly tools.

Top 12 User Research Tools & Software in 2023

Mar 17, 2023

Remote user research lets researchers get valuable information from users worldwide. Learn how to conduct effective remote research here.

Remote User Research: What is it, How to do it, Pros & Cons

Mar 16, 2023

Price elasticity helps businesses understand how it impacts sales and strategy. It is the ratio of demand and price percentage change.

Price Elasticity: What it is & Ways to calculate it

Mar 15, 2023

Other categories

  • Academic
  • Academic Research
  • Academic Research
  • Artificial Intelligence
  • Assessments
  • Audience
  • Brand Awareness
  • Brand Awareness
  • Branding
  • Business
  • Business
  • Case Studies
  • Communities
  • Consumer Insights
  • Consumer Insights
  • Customer effort score
  • Customer Engagement
  • Customer Experience
  • Customer Experience IN
  • Customer Loyalty
  • Customer Loyalty
  • Customer Research
  • Customer Satisfaction
  • Customer Satisfaction
  • CX
  • Decision Making
  • Employee Benefits
  • Employee Engagement
  • Employee Engagement
  • Employee Engagement
  • Employee Retention
  • Employee Retention
  • Employee Retention
  • Employee Retention
  • Enterprise
  • Events
  • Forms
  • Friday Five
  • General Data Protection Regulation
  • Guest Post
  • Insights Hub
  • Intercept
  • klantervaring
  • Life@QuestionPro
  • LivePolls
  • Market Research
  • Market Research
  • Marketing
  • Marketing
  • Marktonderzoek
  • medewerkersonderzoek
  • Mercadotecnia
  • Mobile
  • Mobile
  • Mobile App
  • Mobile diaries
  • Mobile Surveys
  • New Features
  • non-profit
  • NPS
  • Online Communities
  • Polls
  • Question Types
  • Questionnaire
  • QuestionPro
  • QuestionPro Products
  • QuestionPro Products
  • Release Notes
  • Research
  • Research Tools and Apps
  • Revenue at Risk
  • Startups
  • Survey Templates
  • Surveys
  • Surveys
  • Tech News
  • Tech News
  • Tips
  • Training
  • Training Tips
  • Trending
  • Uncategorized
  • Video Learning Series
  • VOC
  • Webinar
  • Webinars
  • What’s Coming Up
  • Workforce
  • Workforce
  • Workforce
  • Workforce
  • Workforce Intelligence
  • Workforce Intelligence
  • Workforce Intelligence

questionpro-logo-nw
Help center Live Chat SIGN UP FREE
  • Sample questions
  • Sample reports
  • Survey logic
  • Branding
  • Integrations
  • Professional services
  • Security
  • Survey Software
  • Customer Experience
  • Workforce
  • Communities
  • Audience
  • Polls Explore the QuestionPro Poll Software - The World's leading Online Poll Maker & Creator. Create online polls, distribute them using email and multiple other options and start analyzing poll results.
  • Research Edition
  • LivePolls
  • InsightsHub
  • Blog
  • Articles
  • eBooks
  • Survey Templates
  • Case Studies
  • Training
  • Webinars
  • Coronavirus Resources
  • All Plans
  • Nonprofit
  • Academic
  • Qualtrics Alternative Explore the list of features that QuestionPro has compared to Qualtrics and learn how you can get more, for less.
  • SurveyMonkey Alternative
  • VisionCritical Alternative
  • Medallia Alternative
  • Likert Scale Complete Likert Scale Questions, Examples and Surveys for 5, 7 and 9 point scales. Learn everything about Likert Scale with corresponding example for each question and survey demonstrations.
  • Conjoint Analysis
  • Net Promoter Score (NPS) Learn everything about Net Promoter Score (NPS) and the Net Promoter Question. Get a clear view on the universal Net Promoter Score Formula, how to undertake Net Promoter Score Calculation followed by a simple Net Promoter Score Example.
  • Offline Surveys
  • Customer Satisfaction Surveys
  • Employee Survey Software Employee survey software & tool to create, send and analyze employee surveys. Get real-time analysis for employee satisfaction, engagement, work culture and map your employee experience from onboarding to exit!
  • Market Research Survey Software Real-time, automated and advanced market research survey software & tool to create surveys, collect data and analyze results for actionable market insights.
  • GDPR & EU Compliance
  • Employee Experience
  • Customer Joruney
  • About us
  • Executive Team
  • In the news
  • Testimonials
  • Advisory Board
  • Careers
  • Brand
  • Media Kit
  • Contact Us

QuestionPro in your language

  • English
  • Español (Spanish)
  • Português (Portuguese (Brazil))
  • Nederlands (Dutch)
  • العربية (Arabic)
  • Français (French)
  • Italiano (Italian)
  • 日本語 (Japanese)
  • Türkçe (Turkish)
  • Svenska (Swedish)

Awards & certificates

  • survey-leader-asia-leader-2023
  • survey-leader-asiapacific-leader-2023
  • survey-leader-enterprise-leader-2023
  • survey-leader-europe-leader-2023
  • survey-leader-latinamerica-leader-2023
  • survey-leader-leader-2023
  • survey-leader-middleeast-leader-2023
  • survey-leader-mid-market-leader-2023
  • survey-leader-small-business-leader-2023
  • survey-leader-unitedkingdom-leader-2023
  • survey-momentumleader-leader-2023
  • bbb-acredited
The Experience Journal

Find innovative ideas about Experience Management from the experts

  • © 2022 QuestionPro Survey Software | +1 (800) 531 0228
  • Sitemap
  • Privacy Statement
  • Terms of Use