Hidden insights for a higher response rate
In customer feedback analysis, the devil’s in the details. You can get some powerful insights by delving into the specifics of how your customers are engaging with your surveys.
One report that can help improve your feedback strategy is the Question Completion Summary—a powerful tool for understanding the effectiveness of individual survey questions.
The Question Completion Summary shows you if your customers are engaging with your questions, skipping them to get to the next question, or exiting the survey (dropping off) entirely.
Why track question completion?
One of our clients recently mentioned that a minor change to their survey last year significantly hurt their response rates. They couldn’t pinpoint why, so they had to return to the old version of their survey – and sure enough, response rates returned to normal. But they meant to make a positive change and learn more about their customers, and instead they were back to square one.
Using the Question Completion Summary can be a huge help in situations like this. Of course, it won’t always explain why customers aren’t responding as much as they should: the problem might be with the formatting of your survey, or with the way that it’s being deployed.
But quite often, there is a ‘problem question’ that drags the whole survey down. It might leave customers feeling confused, bored, or even offended.
The Question Completion Summary can help you take notice of this problem, and then you can reword or remove the question. You may also change the order of the questions in your survey, leaving the least popular one for last.
All data about customers is useful, including data about what annoys them.
On the other hand, it’s worth keeping an eye on this feature even when response rates are high. If a question resonates strongly with the respondents, that direction might be worth pursuing further!
Data-driven decisions serve your customers better
When making changes, it’s critical to know what works and what doesn’t. Surveys are tricky to optimize, and even a small tweak can have a massive effect. Tracking how each question performs means you no longer have to be in the dark about which changes impact your response rates negatively.
"The Question Completion Summary is actually my personal favorite. I believe this is really powerful data in terms of knowing if you're asking the right question or not. It's kind of hard to make changes –especially if you don't have any data to support them – but with this tool, you’ll know exactly where the issue is and can adjust accordingly."
Ultimately, the Question Completion Summary empowers you to craft higher-performing surveys that flow well and engage the customers.
It’s all about continuous improvement, and each insight helps you understand how best to ask your customers the questions that will drive the best results.
About Simplesat: Simplesat is the leading omnichannel survey app designed to enhance customer feedback management across various platforms, including Zendesk. Trusted by businesses worldwide, Simplesat delivers actionable insights that drive business growth and customer satisfaction.
