tabsurvey blog

Customer Happiness Or Not

“Were you happy or not with your experience today?”

You have probably been asked this question on more than one occasion. Either when you were doing your shopping online or visiting a physical store or outlet.

 

The trend of having a device placed near the exit of a store has come to stay. You meet them in airports, on gas stations and convenience stores and many other places. It’s a trend that has evolved rapidly for various reasons: For one, it signals to the customer that: “Hey, we care about you as our customer”, which I guess is a good thing. It also gives the surveyor (e.g. the retailer) some sort of indication of how the store is doing in terms of customer satisfaction – i.e. were they happy or not. Also, quite nifty if you want to run a successful business.

Asking is committing

However, there are some issues that are inherent to this way to interacting with the customer. When someone is asked about his or her experience, and experience wasn’t all that great, then as a customer or a respondent, you expect your experience to change for the better the next time you visit the store. For instance, let’s assume you went to a store to purchase a pair of pants, and they didn’t have your size. On the way out you’re asked about your experience on one of those smiley stands. You look around to see if anyone is watching before you smack the red angry smiley with your hand.

commitment

Later that week, the store manager reviews the answers of the week, and notices your negative response. But she also thinks to herself: “Our average score is up from the week before, so I guess the new displays we had installed really worked!”

You go back to the store the following week, only to find that the store still doesn’t have your size. The disconnect between question and answer is obvious, nevertheless the smiley stand is more popular than ever.

The missing link

In our view, the appropriate way to interact with the visiting customer is obviously to ask about the shopping experience. But it’s also important to have a follow-up question to understand the why. Why was the customer happy or not, what was missing? What could be done to improve the experience?

missing link

From my experience in working with retailers over the past 11 years, I know that if you want to work with a KPI – for instance customer satisfaction, it’s not enough to measure it. You also need to understand specifically how to improve it. Does the store need to staff up during peak periods? Do they need to be more attentive to product range and availability? Does staff meet the customers in a friendly and helpful way? Does anyone really care about the new displays? The list goes on, and you really won’t know, if you don’t ask.

You can seek inspiration on what great questions to ask in this voice of the customer case, or in this blog post. Be sure to also visit this guide on how to avoid typical pitfalls when placing your device in the store.

 

Survey methods for better strategic fit

The two sides to business feedback (Part 2)

Last article gave an account of the two main approaches to surveys; namely, push and pull. Today’ blog will focus on getting the mix right for you and your organisation. We give you four essential questions that, when answered, will give you a clearer view of your best fit in terms of survey methods.

Getting to the right mix is not a one solution fix for all companies and will change along with context. Rather, it is a roadmap to understanding important factors of influence. What is a best fit for your organisation will likely fail for others. So, factor in the difference, take what you can use from the questions below and find your ideal fit!

 

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Avoid making these survey mistakes

Avoid survey mistakes with these tips!

Have you ever been asked one of those irritating questions where you don’t know exactly how to respond? We call them survey mistakes, as the surveyor often doesn’t intend for these to happen, but they are still very annoying for the responder.

Imagine you are at a mall and go into a store. There they ask for feedback from their customers. You get prompted with a “Hi, please give us some feedback” on an iPad device. Next up you see the questions, one of which might sound something like “Did you find what you were looking for?” (Yes/No).

Now imagine how a person could potentially respond to this question. If they walked in just to browse through what you have, then the question is probably quite hard to answer. The question assumes that everyone is looking for something specific. If they found what they were looking for, but maybe not in the right size/colour, then a yes or no question also makes answering difficult. Yes, they found what they were looking for, but not exactly.

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improved communication at roskilde festival

Improved communication at the second largest festival in Europe

Despite intense workload and more than 130.000 people in attendance, Roskilde Festival improved communication throughout the entire week.

This year, tabsurvey attended Roskilde Festival and had a blast. We got a close look at how the machine behind the great festival operates and were purview to the new structure at Roskilde Festival that is developing. Roskilde Festival used tabsurvey to look at the internal relations amongst the different stakeholders. This was done to focus on improved communication and teamwork amongst the different groups operating within Roskilde Festival.

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Hook more customers

Are you persuading customers to respond to your survey?

How to hook more customers to your survey

In the previous blog, we discussed the placement of the survey was important for decreasing response pain. We wrote on how to look at the customer journey and factors to consider when blueprinting your survey placement. Today’s blog has a more positive approach to the survey. We focus on how your company can hook more customers to respond to your survey. What is crucial in the split seconds when decisions are made on whether or not to respond? We will look to customer’s initial impression of the survey and give a how-to, to get more customers to engage with a stationary survey system. Continue reading →