For companies surveys are still one of the easiest ways to give customers a channel to voice their experiences with products and services. However, companies often stand in their own way.
Too oftensurvey participants are hindered to say what’s on their minds, as overly structured surveys can keep them from recording valuable information. Completely close-ended customer experience surveys administered using inflexible software and static design are all too common, contributing to declining response rates, poor quality data as respondents rush to get through surveys, as well as missing or incomplete information. Too many surveys simply do not provide the opportunity to give open ended feedback and do not reflect the brand identity precisely.
The bottom line: survey participants are becoming disengaged and suffer from survey fatigue with the very feedback process designed to improve their experiences.
In this webinar, we will share best practices around the design of surveys in order to improve the feedback and completion rate. Learn how simple design adjustments to mobile surveys and email invitations can significantly increase completion rates and feedback quality. Based on our own research, we will share with you what criteria must be consideredand which common mistakes you should avoid.
Learn how you can reap the benefits, by simply applying general design principles such as:
- Use the mobile first approach
- Use of scales and scale inscriptions
- Responsive design versus adaptive design
- Email invitations as dialogue
- Cross-device survey tests
In addition, you will see some examples of how brand identities have been adapted to increase the willingness to participate.
Karel Mette is Creative Director at MaritzCX and in this role responsible for the visualisation of complex data records. In addition to developing new visualisation approaches, he supports global customer projects to ensure optimal user-friendliness and graphical representation of digital data collection channels. Karel Mette has more than 18years of professional experience in the fields of UX and survey design, web development and data visualisation.