It is easy to build a rapport with customers or visitors at a conventional store. A store manager can cordially go around chatting with customers while subtly finding out information like how a customer thinks the store can be improved, gather feedback on store campaigns and other suggestions. Engaging customers in this manner gives a store a warmer, more welcoming feel and does wonders for customer retention as well as word-of-mouth marketing.
As you can imagine, the playing field is totally different at a web store. How do you engage your online visitors to increase your customer retention online?
The answer may be simpler than you thought…
There are ways to engage customers and visitors in interactive activity. One fine way is by drawing up an online survey. An online survey is a simple yet useful tool that can be used to both garner information as well solicit an action from a visitor. Getting a visitor involved is another way to make a page ‘sticky’ so make sure the survey is located near the ‘hot’ first fold area of the landing page.
As easy as it may seem, there are a few steps you might want to consider to writing an effective survey.
Understanding The Reason For The Survey
Before you get started, make sure you are focused on what information you are seeking. Once this is clear, you can then begin to formulate questions.
Duration
InstanteStore allows merchants to add single question surveys to stores. Merchants can choose to assign a duration to specific surveys. Since different customers visit the store at different days of the week, leaving a survey up for a week before changing it would be a good idea.
Style
Try not to be too formal with the questions. Having said that, you should also avoid sounding colloquial. Questions should be short and to the point. They should be simple and easy to understand.
Answers
Just as important as crafting the questions is listing the answers. Answers should not be too many but also, should be broad enough to accommodate a few key demographics. You should also include multiple answer options (i.e. 1-50), opt outs and neutral responses. Scaled responses should have answers that are balanced with comparable intervals (excellent, good, fair, average, poor, very poor).
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