SurveySensum

There has been a lot of discussion around the NPS surveys, but one question, however, remains unanswered –  Should you color code the NPS scale? Mr. Tanuj Diwan, Head of Product at SurveySensum, took this discussion to LinkedIn, and many interesting and informative insights were shared by CX thought leaders.  And with many expert people sharing their thoughts, we collated everything here to give you a comprehensive picture of the controvertible topic of color coding the NPS Scale. Click to read more:   https://www.surveysensum.com/blog/color-coding-nps-scale/

Are you happy with the response rate on your current surveys?  If not then you are still a part of the large crowd struggling with the low survey response rates.  Indomobil Nissan was toiling with the same. But now, Indomobil Nissan boosted its response rate by 35% with WhatsApp surveys. Yes, I’m not kidding! Earlier, they were getting only a 5% response rate on the phone surveys – not enough feedback to make any conclusions. So they shifted from traditional phone surveys and started using WhatsApp surveys. Why WhatsApp? – Because that’s where your customers are. And not just that, 80% of messages sent on WhatsApp are seen within 5 minutes. This platform lets you know that you are just a message away from taking feedback, listening to the customers, or getting support from the brand. And Nissan successfully leveraged it! Let’s first talk about WHY Nissan started looking for an alternative survey method in the first place. Click to read more:  https://www.surveysensum.com/...

Did you also send your first customer survey through Google Forms? Well, almost everyone has. It is one of the easy-to-use and free platforms available in the market.  .. but are you still using it? If yes? Then how are you adding logic to your surveys? Or, integrating the platform with your CRM? Exactly for these reasons and many more, it is time to go beyond Google Forms to better feedback platforms in the market.  Let’s deep dive into it. Click to read more : Google Form Alternative for SMEs

Did you know each year more than 30,000 new consumer products are launched and 95% of them fail” – Harvard Business School  No one wants to be in that 95% category, right? But how to avoid it? How to create a successful product that fits the market needs, resolves customer challenges, and also has a competitive edge?   A Product Feedback Tool is an answer.  A feedback platform that helps you analyze your product from the customers’ eyes and lands in the successful 5% category, saving you months of effort and brainstorming. Click to read more:  https://www.surveysensum.com/blog/best-product-feedback-tools/

  Did you know “Indosat did 20 times more surveys in the last 6 months than in the past 1 year?”  Wondering how? Well, earlier they were struggling with getting responses from their customers via calls. And low response rate means, less customer interaction, and reduced sales. So, what did they do? –  They shifted to WhatsApp surveys. Why? Because customers now prefer other platforms in the market, especially, WhatsApp. “That’s why 80% of messages sent on WhatsApp are seen within 5 minutes. – INC42” Click to read more:  https://www.surveysensum.com/blog/how-to-analyze-whatsapp-survey-feedback/

Did you know Zara doesn’t spend a penny on marketing? And yet, it has the most loyal customer base.  – But, why? Well, one thing that Zara does is, it knows what to focus on and how to make its customers happy. That’s why they take customer feedback SERIOUSLY.  And that’s where VOC comes into the picture. So, what is VOC? Click to read more:  https://www.surveysensum.com/blog/improve-customer-retention-voc/

  Are you happy with the response rate on your current surveys?  If not, you are still a part of the large crowd struggling with the low survey response rates.  But this needs to change. Because if you won’t get enough responses on your surveys, how will you know what’s working and what’s not? So, to stand out from the crowd, many businesses have shifted from traditional surveys and started using WhatsApp surveys – and boosted their response rate by at least 40%. How? – Because that’s where their customers were. And yours are too. But why WhatsApp surveys? Why not any other platform? In this, we will be talking about the benefits of WhatsApp surveys, why you consider it, and how to run a survey on WhatsApp.  Click to read more:  https://www.surveysensum.com/blog/benefits-of-whatsapp-surveys/

Automotive companies have invested billions of dollars to get ahead of the competition, focusing on the quality of vehicles, features, design, performance, fuel potential, comfort, value for money, and many other attributes. But they are NOT focusing on the other side of the coin – Customer Experience. The customer experience of car buyers is as important as the quality of cars and their attributes. And while the entire industry is focusing on improving or offering the best and most innovative cars out there, only a handful are focusing on their customer experience. Click to read more:   https://www.surveysensum.com/blog/cx-automotive-customer-surveys/ Here’s a stat to emphasize the importance of the customer experience of car buyers.

How would you feel if the customer support agent picked up your call and helped you instantly to resolve your issue?  You’ll be glad, right? Every customer wants their issues to get resolved quickly. That’s where CES comes into the picture. CES (customer effort score) is a customer experience metric that gauges the effort put in by the customer to get an issue resolved or perform a task.  It basically helps businesses reduce the friction between the customer and the brand.  But how will you measure the CES score? For that, you need to create a CES survey and share it across multiple channels and analyze the result and take the necessary action.  So, let’s understand extensively what CES is. Click to read more:   https://www.surveysensum.com/blog/create-a-ces-survey/

  A 5-point NPS scale is navigating through the metric system nowadays.  Many organizations have started using it on their mobile surveys and many are in the process of adapting it.  But is this the right scale to measure your customer loyalty? If yes, then what are its applications? Where to use it? And, how to calculate its NPS score? Before indulging in the 5-point NPS scale, let’s talk about the NPS in brief.  Click to read more:  https://www.surveysensum.com/blog/11-point-and-5-point-NPS-scale/

The right way to launch an NPS program – with SurveySensum NPS is more than just a number!  It gives you opportunities for improvements, reduces customer churn, boosts loyalty, gauges customer happiness, and does a lot more.   While businesses are chasing to boost their NPS score, they’ve forgotten that it’s not just about the score but also what comes with the process.  With every NPS survey, you learn what customers are liking, what challenges they are facing, what can be improved, and if they are going to stay with you – only if used correctly. Click to read more:   https://www.surveysensum.com/blog/surveysensum-best-nps-tool/ So, let’s understand what is the right way to launch an NPS program and what you need for it.

Customer feedback has always been a hot topic for companies that aim to be customer-centric. They need to know everything their customers feel about their products, services, support, etc.  And to understand customers’ experience and their expectations, you need online survey tools. So, let’s begin and look extensively at what are online survey tools, their benefits and limitations, how to choose the right online survey tool for your business, and the top 10 online survey tools available in the market.   What are online survey tools?  In the world of digitalization where everything has gone online, your customers have too. So, be where your customers are. And they are on WhatsApp, emails, chatbots on your website, in-apps, web apps, social media, and many more digital channels.  Move from traditional face-to-face (F2F) or phone surveys to online surveys. And for that, you require online survey tools. Online survey tools  help you gather feedback from multip...

Jotform is an online worldwide platform that helps businesses create robust forms easily on any device. It has limitless customizable templates for its users with 100+ integrations to third-party apps.  This all-in-one workspace collects, organizes, and manages the data online. And not just that, it offers conditional logic in the forms, quick-to-generate reports, automated workflows, and many other features.  So, before jumping straight to its alternatives, let’s find out why Jotform is famous amongst many businesses and users out there. Here are some of the reasons why.  Why is Jotform so popular? Here’re some of the advantages of using the Jotform platform.  Jotform is easy to use to create forms online. 10,000+ templates and themes are available. Mobile-friendly as the forms can be created and accessible on mobile easily. It can be integrated with 100+ applications. It helps you add conditional logic to the forms.  But that’s not it, with these and so many o...

Imagine the internet to be a huge shopping mall. Do you know whose voice would be the loudest in that mall? Not businesses. Not marketers. It would be that of the customers. In a business equation, the weight is always in favor of the customers. The cliche statement that “The customer is always right.” …is always right. Imagine the positive influence a business can have on its bottom line if it can tune into the voice of the customer. But how? What is the voice of the customer and how can you listen to it? What is Voice of Customer (VOC)? Voice of the Customer (VOC) is made up of two things — experiences and expectations. VOC is a term that is used to describe the experience and expectations that customers have from a business. It captures their feedback on what they expect from you, what are their challenges, and what are their thoughts on your product or service. An efficient VOC program helps you identify customer problems and expectations so that you can work on them, improve custo...

Customer Feedback is important! We all know this. But why? Why is every business focusing and recommending to focus on it? What is it about customer feedback that is helping them improve their services or product? And even if one like to start working on it, what is the first place to start? Let’s discuss these in this comprehensive article, ‘Everything you need to know about customer feedback.’ So, what is customer feedback? Customer feedback is anything that your customer shares with you after interacting with your business or using your product or service.  Customer feedback can be shared in form of reviews, ratings, and comments on multiple platforms in multiple ways. And it takes several forms. It is not entirely text-driven nor does it come only in the form of multimedia. It is a cluster of all of them,  which when combined gives an idea of customer satisfaction and brand loyalty. Click to read more:  https://www.surveysensum.com/blog/customer-feedback/

Learn why Surveysensum is your go-to NPS software. Also, learn how to choose the right NPS tool, the features needed for a perfect NPS survey, benefits and more.  Create an NPS survey quicker than ever with the pre-built template Launch a simple NPS survey in just 2 minutes with a pre-defined template that contains a loyalty question and a follow-up open-ended question. Relevant questions, prefab reports dashboard, close loop integrations, etc. are already added to the templates. All you need to do is add your brand's name, set up the follow-up questions, and you are good to go! Click to read more:  https://www.surveysensum.com/nps-software/

Every business wants to build a loyal customer base to run its business in the long run.  But, how do you build a loyal customer base? Is it all about the quality of your products and services alone? Or is there something else involved in creating loyal customers?  For instance, earlier we weighed customer loyalty only on the quality of products and services sold. But, it then became evident that  customer loyalty also resembles the effort your customers put in to acquire your products and services.  If your customers can’t find immediate solutions to their queries, connect to a customer support section to raise an issue, and get reliable customer assistance, they become disloyal. And, that means the more extra effort they need to put in to interact with your business, the more disloyal they become.  To resolve all these issues and help businesses measure and improve their Customer Effort Score (CES), several companies have developed CES tools like SurveySensum,...

  If you are reading this, you already know what JD power does.  It is a famous market research organization that offers ranking, reviews, and reports by analyzing consumer data on products and services across different industries. It is one of the oldest marketing research companies.  Though it is best known for its research in the automotive industry, JD power analyzes consumers from other industries as well. And you might also know how they gather insights? – but here’s a quick summary. How does JD Power gather consumer insights? JD Power survey results help manufacturers to understand what their customers think of the products that are already on the market, and what they need and expect. This enables them to design and sell their products as their consumers want.  Click to read more:   https://www.surveysensum.com/blog/jd-power-survey/

Online surveys, undoubtedly are the best means to gather customer feedback online in 2022. And for that, Google Forms is what comes to mind first! But why? Because it is simple and easy to use.  It is easy to configure and does not need any additional logins, payments, or access permissions, as anyone with a Gmail ID can use it.  Google Forms is one of the oldest and the simplest form builders in use, and it is free. Since it is a part of the Google Suite, you can play with the form builder to create several types of forms to capture information like contact details, customer feedback, interests, etc.  Click to read more:  https://www.surveysensum.com/blog/google-form-alternatives/

  Typeform is one of the many online survey tools that help users create interactive forms to collect customer data quickly. It is creative and is focused to help businesses create forms with less friction.  Yet, some of the Typeform users, after enjoying its customizable web forms, find it unreasonably expensive and not meeting their purposes. All they look forward to is a cost-effective form builder without complicated features or plan limitations.  So, let’s explore the reasons why many businesses are looking for a Typeform alternative. Also, compare and examine the best Typeform alternatives available in the market today.  Click to read more:  https://www.surveysensum.com/blog/typeform-alternatives/