We’ve written in detail about most of these ideas in other blog posts, and I’ve included links for each of them below. if gender is irrelevant to the result of your survey), move on to the ones that are really useful for you, business-wise. Read more → we wrote a series of blog posts about managing the early stage of a SaaS startup, which included a post about developing the right pricing strategy—something businesses in all sectors could benefit from. “Overall, if you want to deliver an AMAZING customer experience, the SINGLE MOST IMPORTANT thing you can do is LEARN more about your customers so you can custom tailor that experience to them. In fact, online, it's easier to run something more like a census than a survey, because you merely turn it on and let it run. Where in the conversion funnel have you spotted a leak that needs investigating (, first we ask “How would you rate the payment experience?” on a scale from 1 to 5, then we ask an open-ended question to get more information. Rating questions are also used for customer satisfaction surveys and product reviews (such as Amazon’s five-star product ratings). Here is the kind of responses we receive, which help us determine areas of improvement and expansion for our product: One of the best ways to get happy customers is to go above and beyond what they expect from you. Editor’s note: to set up a survey that shows up on your website pages like the ones we showed you in this article, you need to use the Hotjar Surveys tool. Understanding customers is the key to improving and growing your business—but you won’t be able to understand your customers unless you learn more about them. What vertical/industry best describes your company? A website survey is a way for businesses to gather feedback from visitors about their experience of a website and find ways it can be improved. Before officially sending it out, we wanted to make sure the questions really worked. What other content would you like to see us offer? Is our pricing clear? There’s no perfect answer to this question, but we recommend asking as few as you need to ask in order to get the information you want. In fact, it might be deterring customers from ever coming back. It's not science. Which is why we’ve carefully curated this blog that stresses on how important employee satisfaction around the workplace and how employee engagement survey questions help you in the long run. In the dark days of survey creation, survey question writing was confusing. In this blog, I’ve divided the Employee engagement survey into 9 categories, namely. Get to know them really well, deliver value to them, and really wow them. 1. Survey design can make or break the entire effort. Read more → our beginner’s guide to website feedback goes into great detail about how to measure customer service, NPS, and other important success metrics. For example, if your open-ended questions uncover a complaint about a recent change to your ordering process, you could use a Likert scale question to determine how the average user felt about the change. Read more → here’s a detailed piece about the best survey questions to ask your customers when your product isn’t selling, and why they work so well. As soon as visitors start submitting their feedback, their answers will appear in your dashboard. One way to increase your response rate is to ask an easy question upfront, such as a ‘yes’ or ‘no’ question, because once people commit to taking a survey, they’re more likely to finish it. While the particular questions you ask will depend on the stakeholders’ expectations, the goals of the training and the goals of your evaluation, there are certain techniques you can use to improve the quality and usefulness of your survey. Read more → take a look at our no-nonsense guide to increasing conversions for a comprehensive write-up about you can discover the drivers, barriers, and hooks that lead people to converting on your website. Start with a small question, and build up from there. Pro tip: consider triggering a survey only when visitors have spent 30 seconds or more on the page or scrolled halfway down. What is the main reason you're unsubscribing? Shake up the questions you ask on a regular basis. Now that you've thought about where to place surveys so you can most benefit from user feedback, it’s time to start asking questions. Their feedback helped us perfect the questions and clear up any confusing language. What is the main reason you're canceling your account? What’s the one thing that nearly stopped you from buying from us? They affect the quality of the data you collect. Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc. Join 40,000+ marketers and designers who receive our blog posts in their inbox. Some experts prefer the first-person approach (i.e., ‘I’ format) because they believe it encourages users to talk about themselves—but only you can decide which approach works best for your business. Let's give you a practical example of a homepage survey we've used at Hotjar. Nominal questions work well when there is a limited number of categories for a given question (see the example above). A persona combines psychographics and demographics and reflects who they are, what they need, and what may stop them from getting it. What information is missing or would make your decision to buy easier? If you want to figure out why people are leaving your website, you’ll have to ask questions. We use the "If we could do anything, what should we do to WOW you?" Were you able to find the information you were looking for? You should find out whether it helps people find what they need and whether it helps drive conversions for you. We use the information to improve our customer support, which is strongly tied to overall customer satisfaction. When crafting a survey, it’s important not to overwhelm customers with too many questions at once. Give it a try! “Having run thousands of user research projects, I have found that the key is to alternate questions often. By definition, pulse surveys are short and snappy. You’ll notice all our sample questions are listed in second-person (i.e., ‘you’ format), but it’s worth testing to determine which approach gives you better answers. “The foot-in-the-door principle helps you create a first point of contact with a person, laying the groundwork for the rest of your survey. Few things are more frightening than stagnant sales. You can use our sample size calculator to get a more precise answer, but understand that collecting feedback is research, not experimentation. 10 survey questions to ask on your website, 5 of our favorite website usability survey questions, Set up a website survey with Hotjar in 5 minutes, PS: 8 tips for writing better website survey questions, how to set up a post-purchase survey for e-commerce websites. Time to create a great survey. Balance the number of questions. The typeof survey matters, too—are you asking first-time visitors about your content? As an annual health check for your blog to make sure you're on the right track; How to Conduct a Reader Survey. This piece will give you a thorough overview of different types of survey questions you can use, how to word them for maximum effect, when and why to use them, and includes over 70 examples of effective survey questions for ecommerce, Software/Software as a Service (SaaS), or publishing companies. For example, at Hotjar, we ask for feedback after each customer support interaction (which is one important measure of customer satisfaction). Put time into your micro-copy—those tiny bits of written content that go into surveys. Is there anything on this page that doesn't work the way you expected it to? If you want to ask different follow-up questions depending on how users answered, use the conditional logic feature (the box named 'after this question, go to) to specify what users get asked next: You can select which devices to have the survey on (desktop, tablet, or mobile), and specify which URLs it will show on. Questionnaire design includes question development, wording, organization, and testing. It’s widely accepted that surveys are a great way to do market research, gauge customer loyalty, and make better decisions in your business. A good format for that is an exit-intent pop-up survey, which appears when a user clicks to leave the page. Remember, you’re essentially asking someone to work for free, so be respectful of their time. Here are some suggestions on asking user survey questions and how to create a survey: 1) The questions should all be focusing on UX issues. Do you have some favorite survey questions of your own? Below are a few survey questions crafted by subject matter experts that you can use in online surveys. So, finding the right customer satisfaction survey questions may take a bit of thought. The principle is the same: take a page that’s underperforming, and ask your users why. Essential teacher and staff questions Like other multiple-choice questions, Likert scale questions come in handy when you already have some sense of what your customers are thinking. Are you underpricing and leaving money on the table? A good survey question is asked in a precise way at the right stage in the buyer’s journey to give you solid data about your customers’ needs and drives. What is the total number of employees in your company (including all locations where your employer operates)? Customize this blogging survey if you’d like to add blog sites not mentioned, or if you want to include additional questions. If you could no longer read [publication name], what’s the one thing you would miss the most? Before we dive into our list of 70+ question examples, here is a quick overview of the six different survey question types they belong to, with a few examples for each: Open-ended questions give your respondents the freedom to answer in their own words, instead of limiting their response to a set of pre-selected choices (such as multiple-choice answers, yes/no answers, 0-10 ratings, etc.). As you can see from the screenshot below, we begin with a simple, foot-in-the-door question to encourage a response. Okay, so we don’t do this here at Hotjar. Do you know who they are, what keeps them awake at night, and what brought them to your business in search of a solution? Phrase questions neutrally to get honest feedback and avoid getting only the answers you want to hear. Before you can do that, you have to ask demographic survey questions that hit the mark. A group of user testers about the checkout flow? After all, they’re giving you free labor! 1. Keep questions simple and clear. But be respectful: don’t use this principle to manipulate your users into doing something they didn’t want to do; and once they commit to helping you, don’t take advantage of their time.”. 1) using a closed-ended question to get your foot in the door at the beginning of a survey, and. What would persuade you to visit us more often? Avoid jargon and technical words whenever possible (unless you clearly explain them), to make it easier for new or less experienced users to understand what you're trying to say. For example, we use an optional “feedback” widget (our own Incoming Feedback tool) on the right-hand side of the page that allows users to leave quick feedback if they want, but doesn’t disrupt their journey with a pop-up. A tip from us: don't ask these questions for the sake of it—if you're not going to use some of the data points (e.g. Your company and customers.Surveys need to be on brand and relevant. Get to know their needs, drives, pain points, and barriers to purchase by asking about their experience. “You are asking your audience to take time out of their day to do free work for you, so you need to be warm, personable, and even a little charming to get them to want to help you.”, Momoko Price - Conversion Copywriter at Kantan. What was your biggest challenge, frustration or problem in finding the right [product type] online? Demographic information is a powerful way to segment customers and develop better marketing campaigns. What would persuade you to use us more often? If you could change just one thing in [publication name], what would it be? That’s how you’re going to take that 5% to 10%.”. What other products would you like to see us offer? If you had a magic wand and could change anything in [product name], what would it be? Anyone who landed on the homepage, whether it was our existing version or one of the variations, was asked this question: This question, asked 15 to 30 seconds after people landed on the page, helped us learn more about what worked and didn’t, so we could refine our designs at each new iteration: Pro tip: if you think a poll on the homepage may be too invasive, there are other ways to collect user feedback. You can: To run both on-site surveys (that appear on a website page) and online surveys (that exist on a separate URL), you will need dedicated survey-building software like Hotjar. 100+ Hotjarians, 25+ countries, 1 goal: to give you and your team the insights you need to create experiences your users love. Even though open text analysis , or OTA, can help decipher the meaning behind responses, the human element of evaluating these insights cannot be ignored. A combination of online survey questions and one-on-one interviews can help you figure this out. 2. Plus, a short survey makes it … If you could no longer use [product name], what’s the one thing you would miss the most? To get good quality data from an internal communications survey, make sure you’re only asking the clearest and most important questions. Once you get some initial feedback, you can craft questions that dive deeper into their heads to uncover their most fundamental drives. Regardless of what type of website you’re working on—be it e-commerce, SaaS (software-as-a-service), blog, or magazine site—surveying users on the page will give you the feedback you need to improve the user experience for your audience and increase conversions for your business. For example, here’s a similar question, asked two ways: Version 1: ‘What do you think is the hardest thing about creating a UX portfolio?’, Version 2: ‘My biggest problem with creating my UX portfolio is …’, The second version helps get people thinking about their experiences. The scale develops symmetrically: the median number (e.g., a ‘3’ on a 5-point scale) indicates a point of neutrality, the lowest number (always a ‘1’) indicates an extreme view, and the highest number (e.g., a ’5’ on a 5-point scale) indicates the opposite extreme view. Tip: when you use a rating question in a survey, be sure to explain what the scale means (e.g., ‘1’ for ‘Poor’, 5 for ‘Amazing’). The first step is to come up with some goals for your survey. There’s a right way and a wrong way to ask questions so that people are more likely to answer them. These questions are super-straightforward: they require a simple ‘yes’ or ‘no’ reply. How would you rate this article on a scale of 1-10? By focusing on customers who bought your product (but almost didn’t), you can learn how to win over another set of users who are similar to them: those who almost bought your products, but backed out in the end. Let’s take a look at why employee engagement surveys … Try starting off with a single question to see how your audience responds, then move on to two questions once you feel like you know what you’re doing. What convinced you to subscribe to [publication] today? "By knowing which of your products is most liked, you can: A good rule of thumb is to aim for at least 100 replies that you can work with. We ask customers this question in a post-purchase survey immediately after they sign up for a paid Hotjar plan: Only at this point, after the person has already been primed to remember what they liked or didn't, we make sure to ask what nearly stopped them from becoming a customer. Most of the time, people focus on the type of survey they’re using but spend much less effort on the questions. Particularly recommended for SaaS (Software-as-a-Service) companies: Pro tip: whichever questions you use, the qualitative data you get from a survey will supplement the insight you can capture through other traditional analytics tools (think Google Analytics) and behavior analytics tools (think heatmaps and session recordings, which visualize user behavior on specific pages or across an entire website).While analytics tools will tell you what is happening on a page or website, replies to your survey questions will usually help you understand why it's happening. This helps us learn more about how to improve the payment process and spot any potential issues that might be stopping other website visitors from converting. We decided to test them out on internal staff and external people by sending out three rounds of test surveys to 100 respondents each time. Second, but connected: if you ask multiple open-ended questions in a row during your survey, Finally, the data you receive from open-ended questions will take, ‘Yes’ and ‘no’ questions are a good way to. For example, asking ‘What makes our product better than our competitors’ products?’ might boost your self-esteem, but it won’t get you good information because you’re planting the idea that your own product is the best on the market. We’re influenced by people who are similar to us, and testimonials that explain how your product solved a problem are the ultimate form of social proof. Asking the right survey questions can help you figure out what marketing messages work best, so you can double down on them. Try to keep your survey to just 3-6 questions. A leading question is one that prompts a specific answer, and you want to avoid those because they’ll give you bad data.
2020 blog survey questions