What kind of customer experience does your business offer? Which of your products and services do your customers like? What areas in your products and services need improvement?
Every business open to growth collects feedback from its customers in some way. The most traditional method, fancy paper forms, usually contain dozens of endless questions. The form is typically titled Customer Satisfaction Form, Customer Suggestion and Complaint Form, or variations thereof. We observe that paper forms haven’t changed much during the digital transformation. Dozens of questions are still listed one after another before us.
Using the advantages offered by the digital world will both increase the response rate and enable you to collect feedback from your customers that will add value to your business.
Create a logical flow
It makes sense to use a closed-ended question as the first question in the survey form. This approach allows you to both measure responses and determine the subsequent flow of the survey.
Let’s use emoji faces that correspond to a 5-point Likert scale to calculate a happiness score.
We can ask another question to our happiest customers who gave 5 points to our first question. Let’s ask the NPS question to see if their happiness translates into a recommendation.
Let’s ask our happy customers with 4 points what we can do to get their 5 points.
Let’s first ask our unhappy customers who gave 1, 2, and 3 points to select the reasons that make them unhappy with a closed-ended question.
After their selection, let’s provide an open-ended question where they can write their comments.
Experience this survey we created in real time.
Kill several birds with one stone
With a logical flow suitable for your target, you can kill several birds with one stone. Using the logical flow form we created, we measured happiness and NPS while identifying problems in products and services, and also collected customer comments. We gathered all of this with a survey that takes less than a minute to complete.
Create simple and effective form
Creating a logical flow in the Wiseback Form Creation screen is extremely easy. Create a free Wiseback account for your business now. Watch the video below and create your first Wiseback form with logical flow.
Video link; https://www.youtube.com/watch?v=SCsvkSfNQbM
