Surveys are consumer touchpoints that need to meet the need of our customers. Delivering on our relationship with customers, we have to modify traditional approaches of writing and conducting surveys. Learn tips for creating surveys your customers want to take.

1. CREATING RELATIONSHIPS
NOT SURVEYS

2. With so many
companies directly
asking customers
for feedback…

3. We Need to Flip Our Thinking

4. Instead of
my research
objectives
first

5. Put the customer
experience first

6. Make yourself available for customer feedback to surveys

7. Be ready for feedback

8. Good and Bad

9. That survey was stupid
Customers say:

10. Say
for feedback

11. Apologize

12. I just participated in your
survey.
It was way too long.
I won’t do another one.
Customers say:

13. Respect time

14. Eliminate Reminder Emails

15. Questions or less

16. No matrix or ranking questions

17. Did not give my choice….This
is not going to help you!
Customers say:

18. Let
customers
answer how
they want or
not at all

19. NA
as an option for scaled
and multiple choice
questions

20. Other, Please
Specify_____
For multiple choice questions
even when you think you know
all the possible answers

21. Let customers skip questions
they don’t have opinions on

22. I don’t think it is any of your
business how much money
I make…
Customers say:

23. Respect
Privacy

24. Exclude
Demos

25. Make
Demos
Optional

26. Include
Prefer Not
to Answer
as an option

27. I do like your product but holy
crap your survey is terrible,
you just don't want to listen to
your customers.
Customers say:

28. Final Question:
Is there anything else
you would like to tell
us…

29. Kelsy - I just took your survey
and for the first time it was
written so you cared about
what needed to be asked
With these recommendations your
customers will finally say:

30. Kelsy Saulsbury
@KelsySaulsbury