A good survey question is asked in a precise way at the right stage in the buyer’s journey to give you solid data about your customers’ needs and drives. Read more: here’s a step-by-step guide on how to set up a post-purchase survey for e-commerce websites. Product/market fit is about understanding demand and creating a product that your customers want, need, and will actually pay money for. If you did not make a purchase today, what stopped you? Survey design involves thinking about the psychology, emotions and words behind the questions. The principle is the same: take a page that’s underperforming, and ask your users why. A loaded question is similar to a leading question, but it does more than just push a bias—it phrases the question such that it’s impossible to answer without confirming an underlying assumption. This helps create a more visceral reaction from people and encourages them to tell stories from their actual experiences, rather than making up hypothetical scenarios. By focusing on customers who bought your product (but almost didn’t), you can learn how to win over another set of users who are similar to them: those who almost bought your products, but backed out in the end. (NPS question). Were you able to find the information you were looking for? (This is an. A tip from us: don't ask these questions for the sake of it—if you're not going to use some of the data points (e.g. Here are seven common types of surveys and the best questions to ask in every situation. SurveyMonkey doesn't actually run surveys of your total audience. If you could change anything on this page, what would you have us do? “The foot-in-the-door principle helps you create a first point of contact with a person, laying the groundwork for the rest of your survey. Essential teacher and staff questions Employees need to feel like their opinions are heard and understand how their feedback affects your company’s direction—and whether or not their opinions will lead to change. This piece will give you a thorough overview of different types of survey questions you can use, how to word them for maximum effect, when and why to use them, and includes over 70 examples of effective survey questions for ecommerce, Software/Software as a Service (SaaS), or publishing companies. Explain why you’re asking the questions, and when people reach the end of the survey, remember to thank them for their time. The questions you ask, and how and when you ask them, determine both the value of the data and the amount of brand equity you win or lose. Read more → HubSpot Academy increased its conversion rate by adding an exit-intent survey that asked one simple question when users left their website: “Not for you? 1. Get to know them really well, deliver value to them, and really wow them. By asking a few questions on problematic pages, you can learn more about why people are leaving your website. Before you can do that, you have to ask demographic survey questions that hit the mark. Success pages are a great spot for a quick survey because they target users who have just performed a desired action (e.g., signing up for a newsletter). Website surveys can take different forms, from small slide-ins or pop-ups in a corner to full-page overlays, but they all help website owners and managers collect qualitative insight that sheds light on the ‘why’ behind user actions. As you can see from the screenshot below, we begin with a simple, foot-in-the-door question to encourage a response. We believe you’ll get the best insight from open-ended questions: questions that let users answer in their own words instead of just selecting from multiple-choice answers. Landing pages are targeted entry points to your website that can be key pages for conversions, so getting their content and structure right is well worth your time. Below are a few survey questions crafted by subject matter experts that you can use in online surveys. One way to increase your response rate is to ask an easy question upfront, such as a ‘yes’ or ‘no’ question, because once people commit to taking a survey, they’re more likely to finish it. Likert-type questions are also known as ordinal questions because the answers are presented in a specific order. Analytics, user session recordings, and user testing can tell you whether it does that or not.". What could we change to make you want to continue using us? How to Ask the Right Questions and Get the Most From Your Blog Survey. Honestly, the real danger is not collecting feedback. There are some common mistakes that are easy to make even on the simplest of questions. (please be specific). To help you understand the basics and avoid some rookie mistakes, we asked a few experts to give us their thoughts on what makes a good and effective survey question. Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc. Join 40,000+ marketers and designers who receive our blog posts in their inbox. It will look something like this: That's it. Improve your existing products to make purchasers more likely to buy from you again. Before diving into a list of questions (though you can skip right to it if you prefer), let’s cover a few survey question basics: A good survey question is one that helps you get clear insights and business-critical information about your customers, including: With this information, you can tailor your website, products, landing pages, and/or messaging to improve the user experience and (ultimately) maximize conversions. It runs a poll of people who are willing to answer the questions. There are many places we can go wrong. Write questions … Here is the kind of responses we receive, which help us determine areas of improvement and expansion for our product: One of the best ways to get happy customers is to go above and beyond what they expect from you. It’s important that survey questions be relevant to the customer’s purchasing experience, whether that’s in a traditional retail store or online. While open-ended survey questions are a great way to understand the unique opinions of your respondents, they naturally require a little more legwork in order to uncover actionable insights. What’s the one thing that nearly stopped you from buying from us? What's the next feature or functionality we should build? Please list the top three things that persuaded you to use us rather than a competitor. The Survey tool is for stand-alone surveys on their own, separate page. It takes more than sending employees a link to survey questions and expecting them to bare their souls for employees to believe in the power of feedback the way you do. To ask effective questions in a survey is an art. For example, if your open-ended questions uncover a complaint about a recent change to your ordering process, you could use a Likert scale question to determine how the average user felt about the change. Here are just a few of the responses we’ve received, which we later used to refine our product and pricing strategy: We ask our customers the standard Net Promoter Score® (NPS) question when they are logged into their dashboard. For example, here’s a similar question, asked two ways: Version 1: ‘What do you think is the hardest thing about creating a UX portfolio?’, Version 2: ‘My biggest problem with creating my UX portfolio is …’, The second version helps get people thinking about their experiences. What would persuade you to visit us more often? But be respectful: don’t use this principle to manipulate your users into doing something they didn’t want to do; and once they commit to helping you, don’t take advantage of their time.”. Before we dive into our list of 70+ question examples, here is a quick overview of the six different survey question types they belong to, with a few examples for each: Open-ended questions give your respondents the freedom to answer in their own words, instead of limiting their response to a set of pre-selected choices (such as multiple-choice answers, yes/no answers, 0-10 ratings, etc.). A good format for that is an exit-intent pop-up survey, which appears when a user clicks to leave the page. Is there anything preventing you from upgrading at this point? Which is why we’ve carefully curated this blog that stresses on how important employee satisfaction around the workplace and how employee engagement survey questions help you in the long run. Check the consumer complaints section of your website and identify the most common problems faced by customers. “You are asking your audience to take time out of their day to do free work for you, so you need to be warm, personable, and even a little charming to get them to want to help you.”, Momoko Price - Conversion Copywriter at Kantan. Here are ten open-ended survey questions you can use as a template on your website: feel free to copy, re-word, or expand on any or all of these. After all, they’re giving you free labor! What would persuade you to use us more often? For example, at Hotjar, we ask for feedback after each customer support interaction (which is one important measure of customer satisfaction). That way, you'll avoid distracting users before they’ve read the content. What’s the one thing we are missing in [product type]? Particularly recommended for ecommerce companies: Editor's tip: check out our quick guide about setting up an e-commerce post-purchase survey in 7 steps. Is there anything on this page that doesn't work the way you expected it to? These questions are also great for getting your foot in the door. There’s a right way and a wrong way to ask questions so that people are more likely to answer them. Then came forth the 10 commandments for writing good survey questions to guide everyone from elite researchers to entry level interns in all things survey question writing. Wording alternatives can be developed. Complete guide to survey questions with survey examples and sample survey questions that include question types, answer types and good questions for a survey like the Dichotomous Survey Question, Multiple Choice Question, Rank Order Scaling Question, Rating Scale Question, Semantic Differential Scale, Stapel Scale Question, Constant Sum Survey Questions and much more! In this blog, I’ve divided the Employee engagement survey into 9 categories, namely. 3. Hotjar recently created a survey that we sent to 2,000 CX professionals via email. Ask closed-ended questions: Have you visited our website before? Start with a small question, and build up from there. One way to do this is by asking the right survey questions at the right point in their journey. Read more → take a look at our no-nonsense guide to increasing conversions for a comprehensive write-up about you can discover the drivers, barriers, and hooks that lead people to converting on your website. Landing page / Product page / Pages with high exit rates. What were the three main things that persuaded you to create an account today? Phrase questions neutrally to get honest feedback and avoid getting only the answers you want to hear. This question is ideal for a SaaS company or any business with a subscription revenue model, but you could pose a similar question to people who unsubscribe from an email newsletter. Regardless of what type of website you’re working on—be it e-commerce, SaaS (software-as-a-service), blog, or magazine site—surveying users on the page will give you the feedback you need to improve the user experience for your audience and increase conversions for your business. What convinced you to pay for this service? A website survey is a way for businesses to gather feedback from visitors about their experience of a website and find ways it can be improved. The 7 Most Important Internal Communication Survey Questions. Are you underpricing and leaving money on the table? Ensure answer choices are exclusive and exhaustive How likely are you to recommend us to someone with similar interests? To help you build your own effective CSAT surveys , here are some sample customer satisfaction survey questions for a range of different situations where you want to gauge what your customers think. For example, we use an optional “feedback” widget (our own Incoming Feedback tool) on the right-hand side of the page that allows users to leave quick feedback if they want, but doesn’t disrupt their journey with a pop-up. We use the "If we could do anything, what should we do to WOW you?" Decide which questions are most applicable to your current business needs. If you want to learn about whether people find a new website feature helpful, you can also observe how they’re using it through analytics, session recordings, and other user testing tools for a more complete picture. You can do this with rating scale questions. If exit rate is not the best indicator of success for your site, you can also poll users on pages with poor conversion rates. There’s really no perfect answer, but we recommend asking as few as you need to ask in order to get the information you want. Mention the survey – and ask people to fill it in – just after the presentation has concluded, right before you start Q&A. There are no universal guidelines for good survey questions. Editor’s note: to set up a survey that shows up on your website pages like the ones we showed you in this article, you need to use the Hotjar Surveys tool. 50 Pulse Survey Questions for your next Employee Engagement Survey. The design process is the strategic phase. - Where exactly did you first hear about us? ". Like other multiple-choice questions, Likert scale questions come in handy when you already have some sense of what your customers are thinking. When you do that, you’re essentially asking an open-ended question, because you aren’t limiting them to the options you’ve picked. Referrals and word-of-mouth marketing are really important for us, so we ask a couple of follow-up questions (see point #4 below) to get as much insight as possible. Here are some suggestions on asking user survey questions and how to create a survey: 1) The questions should all be focusing on UX issues. To create a survey using the Blogging survey template, just sign up or sign in to SurveyMonkey. Shorter surveys will have better completion rates and show your users that you respect their time. - What’s the ONE thing missing from this page? question as one of our follow-up NPS survey questions so we don't have to guess what our users truly want from us. if gender is irrelevant to the result of your survey), move on to the ones that are really useful for you, business-wise. Then, consider rotating the questions in the future so you can get different types of feedback throughout the year. You don’t want your audience to tell you what you already know; you want them to give you insights, so you have to allow for that. A good survey question is asked in a precise way at the right stage in the buyer’s journey to give you solid data about your customers’ needs and drives. At this point, your website survey is live. "By knowing which of your products is most liked, you can: A good rule of thumb is to aim for at least 100 replies that you can work with. There’s no perfect answer to this question, but we recommend asking as few as you need to ask in order to get the information you want. The Likert scale is typically a 5- or 7- point scale that evaluates a respondent’s level of agreement with a statement or the intensity of their reaction towards something. If you did not upgrade today, what stopped you? Let's give you a practical example of a homepage survey we've used at Hotjar. Nominal questions work well when there is a limited number of categories for a given question (see the example above). Survey questions that pull respondents toward one answer can disrupt the objective of the survey. Read more → our beginner’s guide to website feedback goes into great detail about how to measure customer service, NPS, and other important success metrics. You really have to make peace with the fact you can’t ask as many questions as you’d like, so stick with the most important things and discard the rest. Unlike experimentation (such as A/B testing), all is not lost if you can’t get a statistically significant sample size. What vertical/industry best describes your company? In reality, survey questions are the most important aspect of the questionnaire.. Keep experimenting with different questions in your surveys and you’ll keep learning what delivers the most actionable insights. In fact, it might be deterring customers from ever coming back. A big pile of qualitative data can seem intimidating, but there are some shortcuts that make it much easier to analyze. Thanks to feedback from your users, you will be able to tailor your website, products, landing pages, and messaging to improve the user experience and (ultimately) maximize conversions. It involves creating questions that accurately measure the opinions, experiences, and behaviors or actions of the sampling of the public the survey will ask to respond. What other information would you like to see on this page? Asking the right survey questions can help you figure out what marketing messages work best, so you can double down on them. Your job is to address your prospective customers’ concerns, counter their objections, and calm their fears, which should lead to more conversions. Once you get some initial feedback, you can craft questions that dive deeper into their heads to uncover their most fundamental drives. For example, if you are asking people what type of browser they are using and only give them 3 options to choose from, you may have effectively alienated everybody who uses a fourth type and cannot tell you about it. Use the following list as your guide to help avoid these possible pitfalls. While the particular questions you ask will depend on the stakeholders’ expectations, the goals of the training and the goals of your evaluation, there are certain techniques you can use to improve the quality and usefulness of your survey. Is our pricing clear? We recently worked on a brand project to update our messaging and visuals, and created and tested several variations of the homepage. 100+ Hotjarians, 25+ countries, 1 goal: to give you and your team the insights you need to create experiences your users love. What are website surveys and why are they valuable? Demographic information is a powerful way to segment customers and develop better marketing campaigns. Time to create a great survey. This guide has gone through 13 high impact questions you can start using today to enhance the demographic information you collect and grow your business. Your attendees are engaged, they’ve either asked questions and are waiting to hear them answered, or are ready to participate in Q&A. The key to getting accurate responses and a reasonable response rate for teacher survey questions largely depends on good research design. “I strongly recommend that the questions be worded in the first person. Why should you care about what people ‘think’ about the search feature? We decided to test them out on internal staff and external people by sending out three rounds of test surveys to 100 respondents each time. What were the three main things that persuaded you to join our list today? Whenever you want to assign a numerical value to your survey and/or visualize and compare trends, a rating question is the way to go. A typical rating question is used to determine Net Promoter Score® (NPS): the question asks customers to rate their likelihood of recommending products or services to their friends or colleagues, and allows you to look at the results historically and see if you're improving or getting worse. That’s what you’re after: you want to know what it’s like inside their heads and how they feel when they use your website and products. So, finding the right customer satisfaction survey questions may take a bit of thought. Let’s look at the main types of survey questions you can ask and some examples. You ask these questions when you want to get some context about your respondents (and also so you can segment them later). The questions in customer satisfaction surveys are used to gauge customer needs, understand problems or weak points in a company’s offerings or determine clearer routes of communication. I considered Google, Wufoo, and SurveyMonkey for my survey and ended up settling on SurveyMonkey because it seemed like the most user-friendly. Our sample survey questions should give you a solid starting point on your journey toward really understanding your users. What information is missing or would make your decision to buy easier? They affect the quality of the data you collect. The longer and more complex a question is, the more likely participants are to misinterpret or disengage. “Rather than asking: ‘Why did you buy our product?’ ask ‘What was happening in your life that led you to search for this solution?’, Instead of asking: ‘What's the one feature you love about [product],’ I ask: ‘If our company were to close tomorrow, what would be the one thing you’d miss the most?’ These types of surveys have helped me double and triple my clients.”, Talia Wolf - Founder and Chief Optimizer at GetUplift. Something like this: that 's easier for users to answer too many questions help! 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2020 blog survey questions