Measure and optimise your CX with AI-powered survey software

A customer survey is a research tool used by businesses to collect feedback, opinions, and data from their customers. It typically consists of a series of survey questions designed to assess customer satisfaction, preferences, and experiences with products or services. The information collected helps companies understand their customers better, identify areas for improvement, and make informed decisions to enhance their offerings and overall customer experience. Surveys are crucial for maintaining customer relationships and driving business growth.

Customer surveys come in various forms, each designed to gather specific types of information. Common types include satisfaction surveys, which measure overall customer contentment; Net Promoter Score (NPS) surveys, assessing customer loyalty; product feedback surveys, focusing on specific offerings; market research surveys, exploring broader industry trends; and demographic surveys, collecting customer profile data. Other formats include post-purchase surveys, website usability surveys, and brand awareness surveys. Companies may also conduct employee surveys to gauge internal satisfaction and improve customer service indirectly. The choice of survey type depends on the organisation’s goals and the insights they seek to obtain.

Customer surveys are versatile tools that can measure a wide range of aspects related to customer experience and business performance. They can gauge customer satisfaction levels, loyalty, and likelihood to recommend (Net Promoter Score). Surveys can assess product or service quality, pricing perceptions, and brand reputation. They can measure customer needs, preferences, and purchasing behaviours, as well as evaluate the effectiveness of marketing campaigns and customer service interactions. Additionally, surveys can gather demographic information, track changes in customer sentiment over time, and identify areas for improvement in various business processes. Ultimately, customer surveys provide valuable insights to inform strategic decision-making and enhance overall business performance.

To create a survey, start by defining clear objectives and identifying your target audience. Develop concise, relevant questions that align with your goals, using a mix of question types (e.g., multiple choice, rating scales, open-ended). Choose an appropriate distribution method, such as email, phone, in-person, or online platforms. Ensure the survey is mobile-friendly and easy to complete. Offer incentives to encourage participation and clearly communicate the survey’s purpose and estimated completion time. Test the survey before launch, then distribute it to your audience. Monitor survey responses, send reminders if necessary, and analyse the results to gain actionable insights for improving your business.

Customer survey software is a digital tool that enables businesses to create, distribute, and analyse surveys to gather feedback from their customers. It typically offers features like customisable questionnaire templates, multiple distribution channels (email, web, mobile), real-time data collection, automated reporting, and analytics tools to help companies understand and act on customer insights.

Qualtrics offers a comprehensive, user-friendly survey solution for creating, distributing, and analysing customer surveys. It provides advanced features like AI-powered analytics, real-time reporting, and integration capabilities. With robust security measures and a wide range of question types, Qualtrics enables businesses to gather deep insights and make data-driven decisions efficiently.