Drive Growth Using Customer Survey Platform

If you’re tired of guessing what your customers really want, look no further than a customer survey platform.

Customer survey platforms have revolutionized the way you understand your target audience.

With just a few clicks, you can gather invaluable feedback directly from your customers.

It’s like having a secret key to unlocking the minds of your target audience.

Imagine customizing your brand offers to match your customers’ desires perfectly. No more shooting in the dark.

A customer survey platform puts you in the driver’s seat.

Yes, you heard that right.

A customer survey platform provides you with a deeper understanding of your customers and also enables you to enhance their overall experience.

By listening to their feedback, you can address pain points and improve satisfaction.

So, if you’re ready to revolutionize your business, join the ranks of other successful companies harnessing the power of a customer survey platform, like Google Forms.

Your customers are waiting to be heard.

Besides, the insights you’ll gain will propel your business to new heights.

In this blog, you’ll learn the following:

• What are Customer Survey Platforms?
• Why are Customer Survey Platforms Important?
• Key Features of a Customer Survey Platform
• Factors to Consider When Choosing a Customer Survey Platform
• Advantages of Customer Survey Platforms
• How to Create a Customer Service Questionnaire
• How to Analyze Customer Survey Results?
• Wrap up

Before jumping into the blog’s core, we’ll address the following question: what are customer survey platforms?

What are Customer Survey Platforms?

Customer survey platforms are crucial in understanding your audience.

But what are customer survey platforms?

Let’s dive in!

These are tools you can use to create and conduct surveys to gather feedback directly from their customers.

They act as a bridge between you and your audience. And they enable you to ask the right questions and receive responses.

One popular example of a customer survey platform is Google Forms.

This game-changing tool is user-friendly and versatile. It lets you design customized surveys with ease. You can add multiple question types, images and videos, and even customize the theme.

Plus, it’s free to use!

Customer survey platforms provide you with invaluable insights into your customers’ needs and experiences. By understanding their needs, you can make informed decisions and tailor your brand offer accordingly.

These platforms give your customers a voice. This fosters a positive relationship and builds loyalty.

Customer survey platforms, like Google Forms, save you time and effort. Instead of manually collecting data and analyzing responses, these platforms streamline the process.

Why are Customer Survey Platforms Important?

Customer survey platforms can be a game-changer for your business, and here’s why:

• Gathering customer feedback

Customer surveys give your business a direct channel to collect feedback from your valuable customers. This feedback is a goldmine of insights, revealing satisfaction levels, preferences, pain points, etc.

• Understanding customer needs

Surveys are the key to unlocking a deep understanding of what your customers truly need.

Armed with this knowledge, you can tailor your brand offers and overall customer experience to meet those needs better.

• Improving products and services

By carefully analyzing survey responses, you can pinpoint areas of improvement in your offerings.

Surveys unveil opportunities to enhance features, address shortcomings, and innovate.

• Enhancing customer satisfaction

Surveys are the measuring stick for customer satisfaction levels. And this is because they highlight areas where your customers may be dissatisfied.

• Making data-driven decisions

Customer survey platforms provide you with invaluable data that fuel informed decision-making.

By diving into survey results, you can identify trends and patterns, make data-driven decisions, and allocate resources effectively.

• Monitoring customer sentiment

Surveys are the pulse-check that you need to gauge customer sentiment.

By consistently tracking changes over time, you can spot emerging issues, address negative sentiment promptly, etc.

Key Features of a Customer Survey Platform

A customer survey platform typically comprises various features designed to collect, analyze, and derive insights from customer feedback. Here are some key features commonly found in customer survey platforms:

Survey Creation Tools: Intuitive interfaces to create various types of surveys (multiple-choice, open-ended, rating scales, etc.) using templates or from scratch.

Customization Options: Ability to customize surveys with branding, logos, colors, and themes to align with the company’s identity.

Multiple Distribution Channels: Options to distribute surveys via email, embedded links on websites, social media, QR codes, or SMS.

Mobile Optimization: Ensuring surveys are mobile-responsive to accommodate users accessing them via smartphones or tablets.

Question Logic and Branching: Capability to create conditional logic and branching within surveys based on user responses, allowing personalized experiences.

Data Analysis and Reporting: Tools for analyzing survey responses in real-time, generating reports, visualizing data through charts/graphs, and exporting data for further analysis.

Integration and Compatibility: Ability to integrate with CRM systems, marketing tools, and other platforms to streamline data collection and analysis.

Survey Templates and Best Practices: Pre-built survey templates and best practice recommendations for various industries or types of surveys (customer satisfaction, market research, employee feedback, etc.).

Response Management: Features to manage and organize responses, including filtering, tagging, and categorizing feedback for easier analysis.

Security and Compliance: Ensuring data security, compliance with privacy regulations (like GDPR), and offering options for secure data storage.

Real-time Feedback: Instant notifications or alerts for critical feedback to enable immediate response or action.

Benchmarking and Comparative Analysis: Tools to compare survey results with industry benchmarks or previous surveys to gauge performance.

Scalability: Capability to handle large volumes of surveys and responses without compromising performance.

Support and Customer Service: Access to customer support, tutorials, and resources to assist users in utilizing the platform effectively.

These features collectively empower businesses to gather actionable insights, understand customer sentiments, and make informed decisions to improve products, services, and overall customer satisfaction.

Factors to Consider When Choosing a Customer Survey Platform

When selecting a customer survey platform, several factors play a crucial role in determining which platform aligns best with your business needs. Here are some key factors to consider:

Survey Design and Flexibility: Look for platforms that offer a wide range of survey types, customizable templates, and flexibility in designing surveys to suit your specific requirements.

Ease of Use: The platform should have an intuitive interface and user-friendly tools for creating, distributing, and analyzing surveys without requiring extensive technical knowledge.

Distribution Channels: Consider the various distribution channels the platform supports (email, social media, websites, mobile apps, etc.) to reach your target audience effectively.

Mobile Responsiveness: Ensure the platform creates surveys that are optimized for mobile devices, as a significant portion of users may access surveys via smartphones or tablets.

Analytics and Reporting: Look for robust analytics capabilities that offer real-time insights, customizable reports, data visualization, and export options for further analysis.

Integration and Compatibility: Consider whether the platform integrates seamlessly with your existing systems (CRM, marketing automation, etc.) to streamline data collection and analysis.

Security and Compliance: Verify the platform’s security measures, data encryption, compliance with data privacy regulations (such as GDPR), and data storage practices to ensure the protection of sensitive information.

Scalability and Performance: Ensure the platform can handle the volume of surveys and responses your business anticipates without compromising on performance or response times.

Customer Support and Training: Evaluate the level of customer support, availability of training resources, and tutorials provided by the platform to assist users in leveraging its features effectively.

Cost and Pricing Structure: Consider the pricing model (subscription-based, pay-per-use, etc.), pricing tiers, and any additional costs for extra features or services beyond the basic package.

Feedback Management Features: Assess the platform’s capabilities for managing and organizing feedback, including features like tagging, filtering, and sentiment analysis.

Customization and Branding: Check if the platform allows for customization to align surveys with your brand identity, including adding logos, colors, and themes.

Reliability and Uptime: Look for a platform with a reliable infrastructure, minimal downtime, and a good track record for service availability.

Considering these factors will help you choose a customer survey platform that not only meets your current needs but also aligns with your business goals and can grow with your organization in the future.

Advantages of Customer Survey Platforms

Let’s explore the fantastic advantages that customer survey platforms can bring to your business:

• Efficient data collection

Customer survey platforms make collecting feedback a simple and easy process.

With user-friendly interfaces, you can create surveys, distribute them to targeted audiences, and gather responses.

Say goodbye to manual survey methods.

• Wide reach and accessibility

Online survey platforms break down geographical barriers, allowing you to reach a large audience.

Surveys can be easily distributed via email, social media, etc.

• Customization and flexibility

Survey platforms offer many question types, templates, and customization options.

This empowers you to tailor surveys to your specific needs. Some survey platforms, like Google Forms, enable you to incorporate branding elements for a consistent brand experience.

• Data analysis and insights

Many customer survey platforms have robust data analysis and reporting features.

Visualizing survey data and generating reports is a breeze. You can gain actionable insights and make informed decisions.

• Integration with other systems

Seamless integration with your other business systems is a significant advantage.

Tools like Google Forms can integrate with email marketing tools and analytics platforms. This ensures smooth data transfer and analysis.

How to Create a Customer Service Questionnaire

Let’s imagine you run a fast-food restaurant.

You want to know whether you’re meeting your customers’ needs. You’ve organized a survey to gather feedback from your customers. Also, you’ve used the sample questions below:

• How satisfied are you with your experience at the restaurant?
• How satisfied are you with staff behavior?
• How satisfied are you with the cleanliness of the restaurant?

Let’s imagine you’ve created a Google Form survey ready for sharing with your target audience.

• Click the Send button on the top right section of the form, as shown below. This will enable you to share the survey form with your intended audience.

 

 

• To download your survey responses, click the 3 dots, as shown above.

 

• Click the Download Responses button to access your survey data as shown below.

How to Analyze Customer Survey Results?

Once you’ve gathered survey data using customer survey platforms, like Google Forms, transfer your data to Excel for further analysis.

While Excel may have been a trusted tool for organizing and visualizing data, it lacks ready-to-use survey-based charts, like Likert Scale Chart.

This is where ChartExpo comes in.

ChartExpo is no ordinary tool. It’s a game-changing Excel add-in that will revolutionize how you analyze data from your customer survey platform.

With its intuitive interface and multiple customer survey-based charts, it effortlessly transforms your data into compelling stories.

You don’t need to be a coding genius to use ChartExpo.

Among ChartExpo’s impressive customer survey-based visualizations is the Likert Scale Chart.

This chart can help you uncover hidden trends and patterns in your customer feedback data.

Take advantage of ChartExpo’s free 7-day trial to experience its full potential.

After the trial, you’ll be charged $10 only every month.

How to install ChartExpo in Excel

In the coming section, we’ll use ChartExpo, and sample data to demonstrate how you can leverage a Likert Scale Chart to visualize your customer survey platform data.

Before we dive into this, we’ll show you how to install ChartExpo in Excel.

Example

Let’s imagine you run a fast-food restaurant.

You want to know whether you’re meeting your customers’ needs. Let’s imagine the survey data below is what you gathered.

Timestamp	How satisfied are you with your experience at the restaurant?	How satisfied are you with staff behavior?	How satisfied are you with the cleanliness of the restaurant?
10-13-2023 17:47:33	Extremely Satisfied	Dissatisfied	Extremely Dissatisfied
10-13-2023 17:47:33	Extremely Satisfied	Neutral	Extremely Satisfied
10-13-2023 17:47:33	Neutral	Neutral	Extremely Dissatisfied
10-13-2023 17:47:33	Satisfied	Extremely Dissatisfied	Dissatisfied
10-13-2023 17:47:33	Extremely Satisfied	Dissatisfied	Satisfied
10-13-2023 17:47:33	Satisfied	Dissatisfied	Satisfied
10-13-2023 17:47:33	Extremely Dissatisfied	Neutral	Extremely Satisfied
10-13-2023 17:47:33	Neutral	Satisfied	Neutral
10-13-2023 17:47:33	Extremely Dissatisfied	Extremely Satisfied	Extremely Satisfied
10-13-2023 17:47:33	Extremely Satisfied	Extremely Dissatisfied	Satisfied
10-13-2023 17:47:33	Dissatisfied	Neutral	Extremely Satisfied
10-13-2023 17:47:34	Neutral	Neutral	Extremely Dissatisfied
10-13-2023 17:47:35	Dissatisfied	Neutral	Extremely Satisfied
10-13-2023 17:47:36	Neutral	Extremely Satisfied	Satisfied
10-13-2023 17:47:37	Neutral	Extremely Satisfied	Dissatisfied
10-13-2023 17:47:38	Extremely Dissatisfied	Extremely Satisfied	Dissatisfied
10-13-2023 17:47:39	Extremely Satisfied	Satisfied	Extremely Dissatisfied
10-13-2023 17:47:40	Dissatisfied	Dissatisfied	Satisfied
10-13-2023 17:47:41	Satisfied	Dissatisfied	Extremely Satisfied
10-13-2023 17:47:42	Satisfied	Extremely Satisfied	Satisfied

 

• To get started with ChartExpo, install ChartExpo in Excel.
• Now Click on My Apps from the INSERT menu.

 

 

 

• Choose ChartExpo from My Apps, then click Insert.

• Once it loads, choose the “Likert Scale Chart” from the charts list.

• Click “Create Chart From Selection” button after selecting the data from the sheet, as shown.

 

• When you click the “Create Chart From Selection” button, you have to map responses with numbers manually. The Likert scale has this arrangement:

• • Extremely Dissatisfied = 1
  • Dissatisfied = 2
  • Neutral = 3
  • Satisfied = 4
  • Extremely Satisfied = 5
  • Once all is set, click the “Create Chart”

• ChartExpo will generate the visualization below for you.

 

• If you want to have the title of chart, click on Edit Chart, as shown in the above image.
• To change the title of the chart, click on the pencil icon that is available very next to Chart Header.
• It will open the properties dialog. Under the Text section, you can add a heading in Line 1 and enable the Show option. Give the appropriate title of your chart and click on Apply button.

 

• Let’s say you want to add text responses instead of numbers against every emoji.
• Click the pencil icon next to the respective emoji. Expand the “Label” properties and write the required text. Then click the “Apply All” button.
• Click the “Save Changes” button to persist the changes.

• The final chart will look as below.

Insights

• 45% expressed satisfaction with the experience at the restaurant, while 30% indicated dissatisfaction. The remaining 25% were neutral.
• Regarding the staff behavior, 35% of customers expressed satisfaction. Only 35% indicated dissatisfaction.
• Regarding cleanliness of the restaurant, 60% of customers reported being satisfied. Only 35% expressed dissatisfaction.
• Overall, 47% of customers expressed satisfaction with the restaurant. Out of this group, 27% reported being extremely satisfied. Contrastingly, 33% of customers expressed dissatisfaction, with 15% being extremely dissatisfied. 20% of customers preferred to remain neutral.

FAQs:

What is the purpose of a customer survey platform?

The purpose of a customer survey platform is to gather valuable feedback directly from your customers.

It enables you to create and distribute surveys, collect responses, and analyze data for actionable insights.

What features should I look for in a customer survey platform?

Look for platforms that offer customizable survey templates, various question types (multiple-choice, open-ended, rating scales), analytics and reporting tools, integration capabilities with CRM systems, and options for multi-channel distribution (email, social media, etc.).

How can a customer survey platform help improve my business?

Customer survey platforms gather feedback directly from your audience, allowing you to understand their needs, preferences, and areas for improvement. Analyzing this data helps in making informed decisions, refining products/services, enhancing customer experience, and ultimately increasing customer satisfaction and loyalty.

Are there best practices for maximizing the effectiveness of a customer survey platform?

Yes, several best practices include keeping surveys concise, asking clear and specific questions, offering incentives for participation, ensuring surveys are mobile-friendly, analyzing results regularly, and most importantly, acting on the feedback received to make tangible improvements in your business processes or offerings.

Wrap up:

In conclusion, a customer survey platform can be a game-changer for your business.

With ChartExpo as your go-to survey platform, you can unlock multiple benefits.

By harnessing the power of customer feedback, you gain valuable insights into their preferences, satisfaction levels, etc.

With ChartExpo, you can easily analyze data from your customer survey platform like Google Forms.

The benefits of using ChartExpo as your customer survey platform are immense. The data visualization capabilities of ChartExpo enable you to understand survey results at a glance.

Sign up today and start leveraging the power of a customer survey platform to transform your business.