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It’s no secret that surveys for customers are one of the most important tools in business. Collecting customer data through online surveys is easier in today’s digital world.
Knowing how to analyze online surveys for customers can transform business operations. You can acquire vital insights and make informed decisions regarding customer experience enhancement.
Also, you can shape the business’s future by understanding client expectations and recognizing areas for improvement.
However, analyzing the survey data can be daunting.
But with the right approach, online surveys become useful for uncovering powerful insights about your customers.
From this blog post, you will learn the following;
Let’s dive in.
An online customer survey is a questionnaire sent to respondents via the internet. This survey aims to gather client feedback concerning a given service, product, or system. Typically, these polls are posted on a website or sent out via email.
They consist of inquiries concerning the experiences customers have had with a product or a service. These queries can either be straightforward or intricate.
With an online customer survey, you can achieve the following;
Thus, it is a great way to understand customers’ needs, preferences, and satisfaction levels. Also, it is a cost-effective and time-efficient way to collect customer insights.
What constitutes a satisfied customer is quantified by Customer Satisfaction (CSAT). Typically, this survey is administered to customers after they have had some interaction with your business. For instance, once a customer makes a purchase or seeks customer care services.
The survey consists of questions about the customer’s overall experience.
Examples of such questions include;
Customers answer these questions with a response such as;
1 – Extremely dissatisfied
2 – Dissatisfied
3 – Neutral
4 – Satisfied
5 – Extremely satisfied
You can use the results of the survey to make improvements to the customer experience.
Below is the sample survey data visualization by using Likert Scale Chart:
NPS surveys assess client loyalty. It asks customers to rate their likelihood of recommending a business, product, or service to others.
The NPS survey consists of one question:
“How likely are you to recommend our brand/product/service to a friend or colleague?”
The answer is on a scale of 0 to 10. 0 is for “extremely unlikely”, and 10 is for “extremely likely”.
Responses are then divided into three categories:
Promoters are the customers most likely to recommend your company’s products or services to others. They are less likely to switch to a competitor.
Passives are the customers satisfied with your products or services but need more motivation to promote.
Detractors are clients dissatisfied with your products or services. Identifying dissatisfied consumers helps develop strategies to increase customer happiness and decrease customer churn.
To calculate your NPS score;
Subtract the number of detractors from the promoters.
Let’s say you have received 817 survey results. 272 had scores between 0 and 6. 141 scored between 7 and 8. And 404 had scores between 9 and 10. Therefore, your results will be as follows;
So, 49% promoters – 33% detractors = 16%. Thus, your NPS score is 16.
Below is the sample data visualization by using CSAT Score Survey Chart:
Customers receive this survey, as the name implies, after purchasing a good or service. Businesses benefit from knowing what customers think of their purchased goods or services.
Businesses can gauge customer satisfaction levels from the survey findings. It helps businesses determine where clients need help using a product or service.
Post-purchase surveys ask about the customer’s experience with the product or service. This can include questions on the following topics:
Examples of questions asked in this survey include;
By conducting this survey, you can determine three things;
Below is another sample survey data visualization by using Likert Scale Chart by using rating scale between 1 to 5.
1 = Extremely dissatisfied
2 = Dissatisfied
3 = Neutral
4 = Satisfied
5 = Extremely satisfied
There are many types of questions which you may ask in survey but it all depends on the field in which you are doing survey. Therefore your questions should be relevant to that. Below are few sample questions about customer survey.
General survey questions gather general consumer information. This is necessary for understanding the customer’s interests and preferences.
Product and usage survey questions seek to understand customers’ product usage, preferences, and satisfaction levels.
Customer service survey questions elicit information about customers’ experiences with your customer service. These questions can help you understand customer expectations and improve your services.
Questions on consumer demographics yield useful information about the target audience. They facilitate improved product development and more targeted marketing strategies.
Customer satisfaction survey questions help understand customer satisfaction levels. They provide insights essential for product/service development.
Customer experience survey questions offer insights into how customers perceive your business. Asking the right questions can help you identify areas of improvement and maximize customer satisfaction.
Support and warranty survey questions can help you find areas for improvement in your support and warranty policies.
It’s crucial to know your competition and monitor the market environment. Customers can provide invaluable feedback on how you compare to the competition through marketing and competition survey questions.
Excel is a versatile program for organizing and analyzing customer surveys and questionnaires.
But when it comes to create visualization on survey data, default charts in Excel do not meet the criteria of such survey data. But with add-in, ChartExpo for Excel, you can analyze online customer surveys and questionnaires in a few clicks.
You can create charts and graphs to visualize consumer survey data and turn it into valuable insights. This makes it easy to spot patterns and potential improvement areas.
ChartExpo charts are available both in Google Sheets and Microsoft Excel. Please use the following CTA’s to install the tool of your choice and create beautiful visualizations in a few clicks in your favorite tool.
Let’s say you want to conduct an online customer satisfaction survey. You create the survey in Google Forms using the questions below and gather your data in Excel.
Your respondents are to answer each question using the responses below.
When you compile your data as shown below:
| Responses | How much satisfied are you with variety of products offered by store? | How much satisfied are you in finding the product in the store? | How much satisfied are you with product price? | How much satisfied are you with checkout process? |
| Response 1 | Extremely dissatisfied | Neutral | Extremely dissatisfied | Extremely satisfied |
| Response 2 | Neutral | Satisfied | Extremely satisfied | Dissatisfied |
The above data table is just a sample data, in real scenario you may have more questions and lot of responses.
Keep reading to know how you can map above to beautiful visualization by using ChartExpo library in Excel.
2. It will open the “Apps for office” window, from here select ChartExpo for Excel and click on “Insert” button.
3. ChartExpo will display a chart list; select the “Likert Scale Chart.” As this chart best suits survey data.
4. Highlight the data and click the “Create Chart From Selection” button.
5. A small window will open from here you can assign numerical values to responses as per the requirement of this Likert scale chart.
1 = Extremely dissatisfied
2 = Dissatisfied
3 = Neutral
4 = Satisfied
5 = Extremely satisfied
6. ChartExpo will create the following visualization for you.
7. To customize the chart, click “Edit Chart.”
8. You can change the chart’s title by clicking the pencil icon beside the ‘Chart Header.’
9. A dialog box will appear, then you can enter a title in Line 1 of the ‘Text’ area.
10. Activate the ‘Show’ option and click the “Apply” button.
11. Click the “Save Changes” button to save your modifications.
12. You can add textual responses instead of numbers. Click on the pencil icon adjacent to the respective emoji. Expand the Label section and type in the desired text. Then click the “Apply All” button.
13. To save the changes made to the chart, click the “Save Changes” button.
14. This is the final visualization produced by ChartExpo.
Online customer surveys are questionnaires designed to elicit client feedback administered via the internet. It uses email and other online communication tools. Gathering consumer feedback on experiences, opinions, and improvement suggestions is crucial for developing better products.
Various methods for gathering client feedback exist depending on the survey’s goals.
The common methods include the following;
Measuring customer surveys is an important part of any business’s success. Regularly surveying customers offers invaluable insights for making informed decisions. Decisions on product and service offerings, marketing campaigns, customer service initiatives, and more.
Online customer surveys help businesses learn more about consumer happiness, preferences, and experiences. They offer insightful feedback on goods, services, customer support, and other facets of the shopping experience. These insights aid in enhancing client loyalty and satisfaction.
The greatest way to discover what your customer’s desire is to ask them directly. Surveys are one of the most effective means of collecting feedback and insights.
Online surveys for customers are convenient, quick, and cost-effective.
Customer surveys can help improve day-to-day operations. They also function as a business’s marketing tool and give you insights into how to improve your services.
Creating a good online consumer survey calls for meticulous planning and execution. A well-designed questionnaire is easy to interpret and disseminate.
Design a user-friendly, visually appealing, and comprehensive online survey questionnaire. The survey questions ought to be created from the ground up to be simple to respond to.
It’s easy to evaluate customer survey results in Excel with ChartExpo and draw meaningful conclusions.
Get started with ChartExpo today to enjoy the benefits firsthand.
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