Designing EffectiveCustomerFeedback Surveys                      Masterclass:                      Designing Effective    ...
MasterClass: Designing Effective Customer Feedback SurveysSuzi DafnisAustralian Businesswomen s Network
Masterclass: Effective Website Copy                          Q&A
Masterclass: Effective Website CopyTWITTERUse tag:   #abnmasterNOT ON TWITTER?search.twitter.comFollow along at @suzidafni...
Masterclass: Customer Feedback Surveys
MasterClass: Designing Effective Customer Feedback SurveysKate TribeTribe Research
MasterClass: Designing Effective Customer Feedback SurveysOverview•    Stories or journey not just questions•    Mix of qu...
MasterClass: Designing Effective Customer Feedback SurveysMake it feel like a story orjourney  Inviting               Thin...
MasterClass: Designing Effective Customer Feedback Surveys                                                                ...
MasterClass: Designing Effective Customer Feedback SurveysClosed questions•    Numbers•    Can track and graph over time  ...
MasterClass: Designing Effective Customer Feedback SurveysDon’t ask for information that isalready floating about
MasterClass: Designing Effective Customer Feedback SurveysWhat does the survey say aboutyou and your brand?
MasterClass: Designing Effective Customer Feedback SurveysHow does feedback reflectinternal measures?
MasterClass: Designing Effective Customer Feedback SurveysCommunicate back.The process doesn t finish whenthey participate...
MasterClass: Designing Effective Customer Feedback SurveysCase Study• Reorder for story feel• Response options so easier t...
MasterClass: Designing Effective Customer Feedback Surveys                                                           Vivie...
MasterClass: Designing Effective Customer Feedback SurveysCase Study                               1. When thinking about ...
MasterClass: Designing Effective Customer Feedback Surveys                c en tiv es      In
MasterClass: Designing Effective Customer Feedback Surveys                       QAUse the Question Pane to Ask Your Quest...
MasterClass: Designing Effective Customer Feedback SurveysKate TribeTribe ResearchSurvey design reviewSubmit survey for pr...
MasterClass: Designing Effective Customer Feedback Surveys               www.abn.org.au/store
MasterClass: Designing Effective Customer Feedback Surveys  www.triberesearch.com.au     @katetribe     /triberesearch    ...
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Masterclass: Designing Effective Customer Service Feedback Surveys

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Customer feedback is an essential part of developing the right products and services and knowing if you're on track with what your market wants.

But, what does it take to have a clear aim, to ask the right questions and to design Feedback Surveys that meet your business needs.

Kate Tribe, of Tribe Research was our guest on 27 March as part of this hands-on masterclass.

Kate reviewed three member surveys, highlighting their effectiveness and suggesting improvements.

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Masterclass: Designing Effective Customer Service Feedback Surveys

  1. 1. Designing EffectiveCustomerFeedback Surveys Masterclass: Designing Effective Customer Feedback Surveys
  2. 2. MasterClass: Designing Effective Customer Feedback SurveysSuzi DafnisAustralian Businesswomen s Network
  3. 3. Masterclass: Effective Website Copy Q&A
  4. 4. Masterclass: Effective Website CopyTWITTERUse tag: #abnmasterNOT ON TWITTER?search.twitter.comFollow along at @suzidafnisKate: @katetribe
  5. 5. Masterclass: Customer Feedback Surveys
  6. 6. MasterClass: Designing Effective Customer Feedback SurveysKate TribeTribe Research
  7. 7. MasterClass: Designing Effective Customer Feedback SurveysOverview•  Stories or journey not just questions•  Mix of question types•  Don t ask what you already know•  Brand check the survey•  Analyse external feedback with internal measures•  Design into your process communicating back the results•  Case studies•  Incentives
  8. 8. MasterClass: Designing Effective Customer Feedback SurveysMake it feel like a story orjourney Inviting Thinking Confiding
  9. 9. MasterClass: Designing Effective Customer Feedback Surveys Open questions •  Words •  Gives deeper feedback •  Can code later so you can measure “When thinking about Sustainable Marketing Services Australia, what 3 words come to mind? Image credit: http://www.mnftiu.cc/wp-content/uploads/2011/12/change-your-words-change-your-world.jpg
  10. 10. MasterClass: Designing Effective Customer Feedback SurveysClosed questions•  Numbers•  Can track and graph over time How likely are you to recommend us, on a scale of 0-10 where 0 = very unlikely, and 10 = very likely?
  11. 11. MasterClass: Designing Effective Customer Feedback SurveysDon’t ask for information that isalready floating about
  12. 12. MasterClass: Designing Effective Customer Feedback SurveysWhat does the survey say aboutyou and your brand?
  13. 13. MasterClass: Designing Effective Customer Feedback SurveysHow does feedback reflectinternal measures?
  14. 14. MasterClass: Designing Effective Customer Feedback SurveysCommunicate back.The process doesn t finish whenthey participate in the survey.
  15. 15. MasterClass: Designing Effective Customer Feedback SurveysCase Study• Reorder for story feel• Response options so easier tocomplete• Convert so you can measurechanges over time• Static website form vsemailed personalised link• Good questions to be asking
  16. 16. MasterClass: Designing Effective Customer Feedback Surveys Vivienne Kane Minuteman Press Prahran
  17. 17. MasterClass: Designing Effective Customer Feedback SurveysCase Study 1. When thinking about Sustainable Marketing Services• Reorder for story feel Australia, what 3 words come to mind? 2. What did you like most about our service?• Goodmix of open and 3. How could we improve?closed questions 4. How likely are you to recommend us, on a scale of 0-10 where 0 = very unlikely, and 10 = very likely?• Participants 5. What is your biggest challenge this year? 6. What other services could we provide to help you achieve your business goals? Maria Anderson Sustainable Marketing
  18. 18. MasterClass: Designing Effective Customer Feedback Surveys c en tiv es In
  19. 19. MasterClass: Designing Effective Customer Feedback Surveys QAUse the Question Pane to Ask Your Questions
  20. 20. MasterClass: Designing Effective Customer Feedback SurveysKate TribeTribe ResearchSurvey design reviewSubmit survey for professional review
  21. 21. MasterClass: Designing Effective Customer Feedback Surveys www.abn.org.au/store
  22. 22. MasterClass: Designing Effective Customer Feedback Surveys www.triberesearch.com.au @katetribe /triberesearch /triberesearch /katetribe

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