What kind of customer experience does your business offer? Which of your products and services do your customers like? What are the points you need to improve in your products and services?
Every business that is open to improvement collects feedback from its customers in some way. The most traditional method, fancy paper forms, usually contain dozens of questions. The title of the form is Customer Satisfaction Form, Customer Suggestion and Complaint Form or variants. We witness that paper forms have not changed much during the digital transformation. Dozens of questions are still in front of us, one after the other.
Using the advantages offered by the digital world will both increase the response rate and enable you to collect feedback from your customers that will add value to your business.
Create a logical flow
It would make sense to choose a closed-ended question as the first question in the survey form. In this way, you can both measure and determine the next flow.
Let’s use facial expressions that work in accordance with the Likert scale on a 5-point scale and calculate a happiness score.
We can ask another question to our happiest customers who gave 5 points to our first question. Let’s ask whether happiness turns into a recommendation with the NPS question.
Let’s ask our happy customers with 4 points what we can do to get their 5 points.
Let’s ask our unhappy customers who gave 1,2 and 3 points to choose the reasons that make them unhappy with a closed-ended question.
Let’s give them a space to write their comments with an open-ended question after their selection.
Experience this survey we created in real time.
Kill several birds with one stone
You can kill several birds with one stone with a logical flow suitable for your target. While measuring happiness and NPS with the logical flow form we created, we also identified the problem in products and services and received customer comments. We collected all these with a survey that will take less than a minute to answer.
Simple and effective
Creating a logical flow in the Wiseback form creator screen is easy. Create a free Wiseback account for your business now. Watch the video below and create your first logical flow Wiseback form.
