The Power of Customer Surveys
03
2010
Everyday more online retailers are adding customer surveys to their checkout process. Without consumer ratings, often merchants find that assessing whether or not customers are pleased is a somewhat of a guessing game. Consumer ratings have many benefits including the fact that merchants can gain valuable feedback about the shopping experience from the customer’s point of view.
Adding customer surveys to your online store can be one of the most effective ways of increasing the loyalty of your shoppers. As a result, this method can be extremely beneficial for growing sales. Not only will your customers be more likely to turn into repeat clients, they may be so pleased with their experience that they recommend your products or services to others.
On the other hand, often when your customers are unhappy with their experience, they won’t say anything. They will just disappear for good. Needless to say, you have lost their repeat business. Often you will find through customer surveys that the issues that your clients have are quite small and can be easily addressed. However, just these issues could have very easily equated to customers choosing another shopping destination for future purchases.
There are a variety of ways to easily add customer surveys into your transaction process. For example, one company called Shopper Approved adds customer surveys that come up right after a customer orders his or her product. This way a client’s initial thoughts can be expressed through the means of this customer survey form.
Through the Shopper Approved software, customers can also opt-in to participate in a longer survey after receiving their purchase. This sort of automation through the means of software allows customer surveys to be a smooth and easy process for your customers. Luckily, computers allow online customer surveys to be a thoroughly automated process. As a result, confusing paperwork and/or mailers are now a thing of the past.
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Tags: Consumer Ratings, Customer Surveys, Feedback, Online, Reviews, Shopper Approved, Software
May 10th, 2010 at 12:25 am
It’s a strange behaviour. People won’t buy it, but when they are in the buying process they will. And webshops make adventage of that.
May 14th, 2010 at 9:33 am
I agree that the more you actually know about your customer the better you can market to them.
We have found that videoing people interacting with our site is very helpful as well. You can spot a ton of problems that way.
aj´s last blog ..Twitter Hits The Reset Button
June 22nd, 2010 at 8:57 am
I think it is very important to have an opt out option with regards to custmer surveys though. they give great feedback but it is essential not to annoy your customers.