how do I decide what to measure? Is it best to focus on the end of the customer's journey with us? Should I think about trying to measure more than one stage to catch customers who are not finding what they're looking for?
The temptation is to try and measure lots of different points and customer groups all at once, but you might then find it difficult to work out what needs to change to improve customer experience.
We've found that using feedback surveys on a website can be an effective way of understanding the customer experience to a specific feature or process (eg if you change a function or re-design, or want to improve your e-commerce process).
For email surveys, it's generally better to send to broader groups to get a wider distribution of feedback. For example, if you have 1,000 customers to one product in three different countries then it's worth sending three different emails to the groups in each country. If you have 100 customers in 20 States, it is too small a sample size to better to send to the whole customer base to avoid misunderstanding results.
Even if you survey a bigger, broader group of customers, you can use the Tags feature of SightMill to split this afterwards by type of response, or by product used, or price point, or sales rep.
What's the difference between NPS and customer review services such as TrustPilot?
Customer review sites are incredibly powerful buying aids to help potential customers get what's called 'social proof' about a product from other customers. They work on the same principal as you trusting what your friend says about a new restaurant ...
How do I know how many customers are seeing but not responding to my surveys?
There are a couple of ways to view this information. Summary: For a summary, open your survey Project and look at the Dashboard. In the top-right, you'll see a box titled 'Surveys'. You can select a date range and it displays the number of responses ...
Create a new survey Project
SightMill uses Projects to help you organise your NPS surveys (rather like a campaign in marketing). A Project can have different delivery formats (eg it can combine email, SMS, website and event surveys), but can only have one survey for each of ...
Does NPS have a follow-up question?
Yes, normally there is. Net Promoter Score surveys are normally made up of two questions. Question 1: The first question is a version of the standard 'How likely are you to recommend our company to your friends and colleagues'. You can send this out ...
Should I be worried if not many visitors complete the survey?
Typically, we see response rates of between 15-25% for email surveys and 20-30% for web surveys. And we see around 10% of respondants provide additional (verbatim) comments. EMAIL: If your response rates to your email surveys are a lot lower than ...