Build highly engaging, conversational voice of customer surveys effortlessly
Share your voice of customer surveys easily across various channels
Gain inestimable insights and Gather new perspectives from voice of customer survey results
Chart a detailed plan of action for improving your brand & providing a flawless experience
Voice of Customer is significant as it depicts the cumulative opinion of your customers about your brand and the value offered by the products and service you provide. Voice of the customer is the market’s reaction and acknowledgment to what you offer. There are different ways to collect voice of customer data-the most popular one being online surveys.
Voice of customer surveys falls under the category of structured VoC feedback system which gives direct insights and data on customer feedback and experience. A voice of customer survey helps a company to collect crucial data from undeviatingly from the customers about their needs, inclinations, thoughts, and expectations. This, in turn, helps the organization to get close to the customer expectations and aspirations.
When you are drafting up your Voice of Customer survey, the first step is to identify the purpose of collecting the VoC feedback. What is it that you plan to accomplish with the voice of customer survey data?
A Voice of customer programs typically complete either of the following two definite vital aims:
Voice of Customer surveys are useful tools to gather feedback about a product; it’s winning features, areas which require important, points that can be incorporated into it in future, and the likes. This gives a 360-degree idea about how to better the product and bring it as close as possible to customer expectations. When the product offers what the customer wants, it quickly becomes their favorite! Voice of customer surveys also plays an essential role in improving the customer experience with a company. When you personalize the experience and ensure that each customer’s voice is heard loud and clear, it sets your brand apart from the others. This directly brings us to the third objective which is enhancing the brand image. When your brand is known to swear by customer happiness and satisfaction, it is enough to attract more potential customers and create a great persona.
Merely creating a voice of customer survey may not fetch you the results you hoped to get. So here are some tips to build voice of customer surveys that can effortlessly bring you high-quality customer feedback data.
Surveys are known for being notoriously dull, and most people vehemently stay away from taking one. To obtain quality feedback and excellent response rates, you must assure that the voice of customer surveys you create are interactive by nature. This captivates the attention of the customers and motivates them to take and complete the survey. Another tip is to keep your voice of customer surveys short, crisp, and to the point.
Imagine asking a vegan for their favorite type of cheese? This would make them frown and abandon the survey immediately. Keep in mind to ask what’s relevant to your customers. Incorporating conditional logic branching in your VoC surveys guarantee that only relevant questions are shown. Personalizing the voice of customer surveys further improves the user experience spiking the completion rates.
What you ask and the way you ask are incredibly crucial to ensure success for your voice of customer surveys. Thus, make sure that your voice of customer surveys comprise of a multitude of question types like opinion scale, star rating, matrix type, rank orders- to name a few. Keep away from rigid Yes/No questions. When you offer flexibility to your customers, the quality of responses would be a bar higher.
When you send out the voice of customer surveys, naturally you expect two things; high-quality data and a large amount of data, i.e., response rates. With an interactive VoC survey, you can capture high-quality data but to get large response rates, you must ensure that the surveys are distributed across multiple channels. Your customers also have the flexibility to pick the channel of their preference to take the survey.
Have you hit a roadblock figuring out the questions that must go in your voice of customer surveys! Worry not, we have a quick sample Voice of customer survey to get you started in a blink.
You think building your first voice of customer survey is a mountain of a task? Well, take a moment to read about a tool that makes building your VoC surveys a jolly walk in the park.
SurveySparrow’s voice of customer tool has multiple user interface: chat-like surveys & conversational forms. You can craft up winning voice of customer surveys in no time, using the host of different question models to choose from. With survey themes, you can design and customize the look of your voice of customer surveys to reflect your brand’s personality. The color combination, font, background image, styling… the reins are in your hands.
SurveySparrow has a vast repository of the most sought-after templates, to get you started in no time! Be it market research, employee feedback, or customer satisfaction, SurveySparrow's VoC tool has rounded in on the best questions, after a thorough examination, that must go in your surveys. Browse around, take your pick, and get started!
SurveySparrow’s VoC tool comes with a rich reporting module that gives you detailed reports, graphs, pie-charts, histograms and more to provide you with a 360-degree perspective. Sift out refined information from the raw data you collect with the voice of customer surveys.
With a bunch of distinct question types to cater to multiple purposes and capture sharp responses from your customers. Stacked with open-ended, flexible questions like MCQs, star rating, scale rating, image type questions and more, collect candid feedback from your customers with the voice of customer surveys.
SurveySparrow helps you to create intelligent surveys that extend a remarkably personalized experience to each customer. With features like skip logic and display logic, you can hide irrelevant questions and display only what pertains to each customer. Question piping feature, on the other hand, provides a conversational, human touch to your surveys.
Voice of customer surveys play an instrumental role in fetching you highly actionable VoC data that can dramatically improve your VoC program. Listen to the voice of customers and imprint your brand in their minds!
"Smart, varied and loaded with opportunity for users to share insights they might not otherwise feel comfortable sharing..."
Digital Producer at Heat + Deloitte Digital
Market Intelligence & Strategy Manager at Paysafe
Business Manager at Brella
Founder at Parisa Consulting
Business Advisor at Exceeding Limits