At Market Viewpoint, we design and implement lots of surveys for our clients during the year. Some are directed at the employee population at our client sites, while others are customer focused. All, however, are intended to gain feedback about certain aspects of our clients’ operations.
As we design the survey program for our clients, we ask them to keep 3 important things in mind about the surveying process and the population of possible survey respondents. If you choose to go it alone by conducting your own studies, you’ll want to keep these things in mind, too.
1. Respondents want to know why.
Tell your list of possible survey respondents why you are doing the survey. Informing them is as important as the questions themselves. Include this information in the invitation to participate or in the beginning of the survey itself. The benefit to you is that you may get more responses, compliance and interest if consumers know the purpose of the survey.
2. Respondents want to be acknowledged.
After a survey has been completed and submitted, be sure to acknowledge receipt of the survey. Even after the survey process has come to a conclusion, acknowledge their participation and thank them for their time and opinions.
[tweetthis]Acknowledging receipt of a customer survey shows that you, as a company, are listening – and customers like knowing that.[/tweetthis]
3. Respondents want you to take action.
Time is valuable and your respondents know that. If they have taken the time to answer your question, you need to make the changes they suggest or tell them why you can’t. Use your newsletters, blogs, social media and email programs to help you get the word out about your plans.
Using surveys are an incredible tool for gathering information, but don’t forget the additional benefit of building loyalty.
How do you communicate the results of your surveys to your survey respondents?
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