We’re thrilled that you’re interested in our e-book! Since you’re here, you likely understand just how crucial it is to measure customer service performance. In today’s competitive landscape, where new players emerge every day, the ability to listen to customers’ needs and expectations has become essential for success.
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But why measure customer service quality? Is it just a trend? Absolutely not—it’s far more impactful than that. Effective monitoring of customer service quality provides numerous benefits, including:
Better understanding of customers: By analyzing data and service performance metrics, you will gain a more complete picture of what matters most to your customers and how you can improve their experience.
Building loyalty: Satisfied customers are more likely to return and recommend your services to others, which translates into increased profits and a stronger position in the market.
Optimizing processes: Identifying areas for improvement allows you to make improvements, resulting in more efficient customer service.
Competitiveness: In a time when every detail matters, offering quality service can be your key differentiator against the competition.
Sounds appealing, doesn’t it?
We’re excited to guide you in understanding and implementing effective methods for measuring customer service quality. In the upcoming chapters of this e-book, you’ll find practical tips and tools to help you gain deeper insights into your customers’ needs and elevate your company’s service standards.
What will you learn from this eBook?
Why you should measure the quality of customer support and how to use the feedback?
What are the most important indicators of customer satisfaction and how to conduct each survey?
How to collect as many survey results as possible and send surveys in compliance with GDPR?
Customer pain points aren’t just minor frustrations—they’re make-or-break moments that can shape how customers perceive your brand. Whether it’s a clunky checkout process, slow support, or unclear pricing, unresolved pain points cost you more than satisfaction—they cost you loyalty and revenue. In this article, we’ll dive into what pain points are, how to identify them, and actionable strategies to address them.
From optimizing the customer journey to leveraging AI chatbots and CX research, learn how to turn frustrations into opportunities to wow your customers and drive long-term success.
Pain Points. How Much They Cost You?
We’d like to start with some numbers, just to give you a brief understanding of how much pain points in business mean and how they can affect the health of an organization. Here’s why identifying and resolving them is crucial (all stats source: Emplifi):
Companies that treat customer service as a growth driver (not a cost) see 3.5x more revenue growth.
86% of customers leave after just two poor experiences. Don’t let pain points push them away!
Improving CX can lead to a 42% increase in retention, 33% higher satisfaction, and 32% more cross-selling opportunities.
Nearly 49% of consumers switched brands last year due to poor experiences. Pain points cost more than you think.
Collect feedback to make smarter decisions
The takeaway? Understanding your customers’ struggles isn’t optional—it’s the key to sustainable growth. Start solving pain points, and the results will follow! But first let’s find out…
… what Is a Pain Point?
In customer experience, a pain point is any frustration or obstacle a customer faces when interacting with a brand. Think of it as a moment where things don’t go as expected—whether it’s a confusing website, long support wait times, or hidden fees. These issues disrupt the customer journey and can leave a lasting negative impression.
Pain points – in customer’s point of view – typically fall into four buckets:
Functional: Problems completing tasks, like a clunky checkout process.
Emotional: Frustrations caused by feeling undervalued or mistrustful.
Convenience: Inconveniences, like long queues or overly complex processes.
Financial: Perceived lack of value or unexpected costs.
We’ll provide some examples in a minute.
Why It Matters
Ignoring pain points leads to churn and bad reviews. But addressing them? That’s where CX magic happens—boosting satisfaction, loyalty, and trust. Spotting and solving these issues is what sets exceptional brands apart.
In short, pain points are where CX can shine—or stumble. The choice is yours.
How Can We Identify Customer Pain Points?
Identifying customer pain points is essential for enhancing customer experience and driving business growth. To effectively uncover these challenges, follow the following steps:
Info from Sales Team and Support Team
Your frontline teams interact with customers daily, making them invaluable sources of information. Regularly debriefing these teams can reveal recurring issues and areas for improvement. For instance, Zendesk suggests asking questions like, “What problems do you run into most frequently?” and “What do customers complain about the most?” to gather actionable insights about specific pain points.
Feedback from Customers Themselves
Engaging customers directly provides firsthand insights into their experiences. Utilize open-ended questions in surveys to uncover specific pain points. For example, asking, “What features would you like to see in our product/service?” can highlight unmet needs. Customer surveys and feedback are effective strategies to uncover common customer pain points.
Customer Data Analysis
Data analytics can pinpoint where customers encounter obstacles. Key metrics to monitor include:
Churn Rate: A high churn rate may indicate unresolved issues driving customers away.
Conversion Rates: Low conversion rates can signal friction in the sales process.
Cart Abandonment: High abandonment rates often point to problems in the checkout experience.
Average Time on Site: Short visit durations might suggest that customers aren’t finding what they need.
Regularly analyzing these metrics helps identify and address pain points, leading to improved customer satisfaction and loyalty. You can effectively pinpoint and address customer pain points by integrating insights from your teams, direct customer feedback, and data analysis, improving the overall customer experience.
Customer Exit Survey Template
Each customer’s success is your success. Therefore, understanding why clients leave is crucial. A customer exit interview can provide valuable feedback that can help businesses to identify areas for improvement and make data-driven decisions.
Each customer’s success is your success. Therefore, understanding why clients leave is crucial. A customer exit interview can provide valuable feedback that can help businesses to identify areas for improvement and make data-driven decisions.
Every customer journey is unique, but pain points often fall into predictable categories. Addressing these effectively can make or break the customer experience. Let’s dive deeper into five key types of pain points with examples and insights.
Financial Pain Points
Sometimes, customers may feel that the value of a product or service does not warrant its price, especially if they encounter unexpected costs that undermine trust.
Examples:
1. Confusing Pricing: Customers abandon a service when pricing tiers are unclear or riddled with fine print. Imagine signing up for a subscription service only to realize you’ve been charged extra for features you thought were included.
2. Unexpected Costs: Hidden fees during checkout, like extra shipping charges or service fees, can frustrate customers and lead to cart abandonment.
How to Solve It:
Be transparent and upfront about costs. Use tools like pricing calculators or provide clear breakdowns in billing. Transparency builds trust and reduces perceived financial risk.
Process Pain Points
These occur when a product, service, or interaction is unnecessarily complex or time-consuming. Modern customers value convenience and simplicity, and friction here can quickly lead to frustration.
Examples:
1. Lengthy Checkout Process: A five-step checkout requiring users to create an account before purchase can drive them to competitors.
2. Confusing Onboarding: New customers often feel overwhelmed if your onboarding lacks clear guidance, tutorials, or intuitive steps.
How to Solve It:
Audit every process your customers interact with and aim for simplicity. Use UX testing to streamline navigation, reduce steps, and create a frictionless experience. Make FAQs, tutorials, and live chat readily available.
Support Pain Points
When clients struggle to get help from the customer service team, they feel undervalued. Poor support experiences can erode loyalty faster than almost any other type of pain point.
Examples:
1. Long Response Times: Waiting on hold for 30 minutes to resolve a simple issue sends a clear signal that your time is more valuable than the customer’s.
2. Repetitive Processes: Customers become frustrated when they need to explain their issue multiple times because support agents lack context or history of past interactions.
How to Solve It:
Invest in support tools like CRM systems that provide agents with a full customer history. Offer multiple channels for assistance—phone, email, chat, and self-service portals. Make response time a priority; even automated acknowledgment goes a long way.
Customer Effort Score Survey
Satisfied customers are likelier to remain loyal and promote your brand through word-of-mouth. Many businesses turn to metrics like the Customer Effort Score (CES) to gauge customer satisfaction effectively.
Satisfied customers are likelier to remain loyal and promote your brand through word-of-mouth. Many businesses turn to metrics like the Customer Effort Score (CES) to gauge customer satisfaction effectively.
These pain points hit when customers feel their time and effort are wasted. They’re common in B2B environments where products and services are meant to save time—but end up doing the opposite.
Examples:
1. Inefficient Tools: A project management tool that requires multiple manual updates (customer frustration guaranteed) rather than automating tasks.
2. Lack of Integrations: A business solution that doesn’t connect with other software forces users to export and re-enter data manually, doubling their workload.
How to Solve It:
Identify where inefficiencies occur by gathering feedback from users. Offer integrations with popular tools your customers already use, and prioritize automation to streamline workflows.
Business Pain Points
Such challenges are specific to B2B customers and often relate to operational issues, scalability, or compliance requirements. Addressing these pain points can significantly enhance customers’ ability to operate their business efficiently.
Examples:
1. Scalability Issues: A small business CRM that works well for teams of 10 but becomes too expensive or lacks functionality as the team grows.
2. Compliance Risks: A service that doesn’t adhere to regulatory standards, putting the customer’s operations—or their own customers—at risk.
How to Solve It:
Understand the industries you serve and their specific challenges. Offer tiered solutions that scale with the customer’s needs and ensure your product or service meets relevant compliance requirements.
Understanding these pain points and addressing them isn’t just about solving problems—it’s about building trust and creating experiences that make customers, both current and prospective, feel valued. By empathizing with their frustrations and focusing on genuine customer pain points, you can proactively eliminate obstacles and transform challenges into opportunities to wow your audience. This approach not only strengthens loyalty among existing customers but also enhances your appeal to potential ones.
Make it your mission to identify these pain points early and often. Your customers—and your bottom line—will thank you.
NPS Survey Template
The Net Promoter Score (NPS) is a world-renowned methodology and one of the best business tools for researching customer loyalty. You will draw remarkably valuable conclusions with such simple to collect and valuable feedback.
The Net Promoter Score (NPS) is a world-renowned methodology and one of the best business tools for researching customer loyalty. You will draw remarkably valuable conclusions with such simple to collect and valuable feedback.
Addressing customer pain points requires a proactive approach and a commitment to delivering exceptional customer experiences. Here are 4 actionable strategies to tackle common issues and build stronger customer relationships:
1. Optimize the Customer Journey
A seamless customer journey is key to minimizing friction and frustration. Start by mapping the entire journey—from initial awareness to post-purchase—to identify where pain points occur.
Key Actions:
Streamline Processes: Simplify steps like account creation, checkout, or onboarding. For example, reducing the steps in a checkout process can drastically lower cart abandonment rates.
Personalize Experiences: Use data to tailor the journey to customer preferences, making interactions feel relevant and valued.
Monitor Real-Time Feedback: Tools like heatmaps or session recordings help pinpoint areas where customers struggle, such as confusing navigation or slow-loading pages.
CX Tip: Conduct Customer Journey Analytics to measure how satisfied customers are at each touchpoint. Use tools like Customer Satisfaction Score (CSAT – to measure customer expectations and satisfaction) Net Promoter Score (NPS – to measure customer loyalty) or Customer Effort Score (CES – to measure customer effort) to identify pain points that need improvement.
2. Create Helpful Documentation (FAQs and Knowledge Bases)
Empowering customers with self-service options can resolve many processes or support pain points. A well-organized FAQ or knowledge base allows customers to find answers quickly without needing to contact support.
Key Actions:
Identify Common Questions: Use input from support teams or customer surveys to address recurring issues.
Keep It Updated: Ensure documentation evolves with product or service changes.
Organize Clearly: Structure content with categories, search functionality, and a logical flow to make information easy to find.
CX Tip: Regularly review FAQ usage data to see which questions are most searched for—and adjust your documentation accordingly for current and prospective customers.
Analyze CX survey results easily with Startquestion
3. Implement AI-Powered Help Desks and Chatbots
Artificial intelligence (AI) can improve support experiences by providing instant, 24/7 assistance. Chatbots and help desk tools can handle common queries, allowing support teams to focus on complex issues.
Key Benefits:
Faster Responses: Customers don’t need to wait in queues for simple requests.
Consistency: AI chatbots provide uniform answers, reducing the risk of miscommunication.
Cost-Effectiveness: AI reduces the workload on support teams while maintaining high service levels.
Example Use Cases:
A chatbot answering FAQs or guiding customers through troubleshooting steps.
Proactive chatbots offering help when they detect inactivity during the checkout process.
CX Tip: Use AI tools to analyze chatbot interactions for recurring pain points. This insight can help you improve both automated and human-assisted support.
4. Monitor CX Through Targeted Research
Measuring customer satisfaction is critical to addressing pain points effectively. CX research provides insights into how customers feel at various stages of their journey, helping you take targeted action.
Key Methods:
Surveys: Use tools like CSAT (Customer Satisfaction) surveys immediately after key interactions (e.g., post-purchase or after a support ticket is closed).
Voice of the Customer (VoC): Analyze open-ended feedback from surveys or social media to uncover hidden pain points.
Journey-Specific Metrics:
NPS (Net Promoter Score): Measures loyalty by asking if customers would recommend your brand.
CES (Customer Effort Score): Evaluates how easy it is for customers to complete a task, such as resolving an issue.
CX Tip: Combine quantitative metrics (e.g., NPS) with qualitative insights from customer interviews or focus groups to get a full picture of their experiences.
Addressing customer pain points starts with understanding their journey, empowering them with tools for self-help, and ensuring fast and effective support when needed. Layer this with continuous CX research, and you’ll not only resolve pain points but also anticipate and prevent future ones—delivering an experience that keeps customers loyal and delighted.
Need help identifying pain points in your organization? We’d be happy to help.
To thrive in eCommerce, understanding your customers is essential. With countless brands vying for attention, customers want to know their voices are heard. Gathering their feedback isn’t just a one-way street; it’s a valuable source of insights that can drive product improvements, boost loyalty, and reduce churn. In this guide, we’ll explore straightforward, impactful tactics to gather and leverage customer feedback to create stronger connections and grow your brand.
Numbers Speak for Themselves
To emphasize the value of customer feedback, consider these powerful statistics that show why feedback should be at the core of your eCommerce strategy:
79% of online shoppers trust online reviews as much as personal recommendations, making feedback as influential as word-of-mouth for eCommerce success (BrightLocal)
Increasing customer retention rates by just 5% can lead to a profit boost of 25% to 95%. Feedback helps identify and resolve issues, keeping customers satisfied and loyal (Bain & Company)
Displaying reviews can lead to a 270% increase in conversion rates for lower-priced items and up to 380% for higher-priced products. Transparency through feedback builds trust, which directly impacts sales (Spiegel Research Center)
32% of customers stop doing business with a brand after a single bad experience. Gather feedback to highlight pain points, enabling businesses to address issues before they escalate (PwC)
Brands that actively collect and act on feedback are 60% more likely to retain customers than those that don’t. By prioritizing feedback, brands can cultivate loyalty and stand out in the marketplace (Accenture)
Gather feedback in a convenient way
Benefits of Collecting eCommerce Customer Feedback for Business
In short, collecting customer feedback creates a cycle of improvement, satisfaction, and loyalty – all critical for a thriving eCommerce business. So, if you’re not gathering feedback yet, now’s the time to start – your customers (and your bottom line) will thank you!
Gathering consumer feedback is one of the most valuable practices an eCommerce business can implement. Not only does it provide insight into customer satisfaction, but it also helps shape strategies that drive growth. Here are some key benefits:
Boost Customer Loyalty
When people feel heard, their loyalty increases. By actively listening to customer reviews, concerns, and preferences, you’re showing that their experience matters. This builds long-term trust and keeps them coming back – a key driver of retention in the competitive eCommerce space.
Product Improvement
Feedback offers direct insights into what customers love and what could be improved. It’s essential for refining and innovating products to meet customer expectations. Plus, when customers see that their suggestions lead to real changes, it adds a layer of credibility to your brand.
Reduced Churn
Negative feedback, unlike positive reviews, isn’t always easy to hear, but it’s invaluable for spotting issues before they drive customers away. By addressing concerns proactively, you reduce churn, which directly impacts profitability. Identifying trends in feedback also helps you resolve recurring issues, making customers feel valued and understood.
Gaining a Competitive Advantage
Capture customer feedback for a unique perspective on the market – what competitors might overlook or where you can excel. When you act on insights that improve customer experience, you gain a strong competitive edge, setting your brand apart from others that may not be as attuned to customer needs.
Each of the following methods offers a unique perspective on your customers’ experiences, and using a mix of these approaches ensures you’re capturing a comprehensive view throughout all customer journey. Utilizing customer feedback surveys (and other tools), you can continuously improve your eCommerce experience, build stronger customer relationships, and drive growth.
Net Promoter Score Surveys (NPS)
This survey asks a simple question: How likely are customers to recommend your brand? NPS provide a quick read on loyalty and satisfaction, helping you identify promoters (your biggest fans) and detractors (those at risk of leaving).
Customer Satisfaction Score Surveys (CSAT)
CSAT surveys may help you gather customer feedback on specific interactions, asking customers how satisfied they were with a recent experience, such as a purchase or customer support session. This feedback is valuable for fine-tuning particular parts of the customer journey and ensuring that each touchpoint leaves a positive impression.
Customer Effort Score Surveys (CES)
CES surveys measure how easy it was for clients to complete an action, like finding a product or resolving an issue with customer service team. High-effort experiences are often associated with customer frustration and churn, so CES valuable feedback can help you streamline processes and remove obstacles.
Website Feedback Widget
Embedding a feedback widget on your website provides an in-the-moment way for customers to share their thoughts. Whether they’re navigating product pages, browsing FAQs, or checking out, this tool captures real-time insights on usability and satisfaction.
Social Media
Platforms like Facebook, Instagram, and Twitter offer opportunities to gather feedback in a conversational setting. Customers often express unfiltered opinions on social media, giving you insights into what they love or find frustrating. Monitoring comments, reviews, and mentions helps you stay aware of brand perception and respond quickly.
Email Requests
After a purchase or support interaction, a follow-up email requesting feedback gathers insights on the customer experience. Timing these emails within a day or two keeps the experience fresh and often results in more detailed responses.
Live Chat Data
Customers who engage in live chat sessions often provide actionable insights in the form of questions, concerns, or compliments. Analyzing this data can reveal common pain points or areas where customers need more support, allowing you to improve your chat service and other customer interactions.
Google Reviews
Popular review platforms provide a public space for customers to share thoughts, which can influence potential buyers. Actively monitoring and responding to Google Reviews improves your brand image and gives you a direct line to feedback on what’s working and what could be improved.
Guide how to boost your Google business card
How to Get More Reviews for Your eCommerce in 9 Easy Steps
In online shopping, reviews are everything. They’re the first place potential customers look to validate their purchase decisions, and they build the trust you need to drive conversions. So, how can you encourage customers to leave more reviews on your eCommerce site? Let’s break down some proven strategies.
Ask for Reviews at the Right Moment
Timing is key. Reach out at the right moment to make the biggest impact:
Post-Purchase Follow-Up: A simple, friendly follow-up email is an ideal way to ask for feedback.
In-Package Reminders: Include a thank-you note with a review request in your packaging.
“Thank You” Page CTA: After checkout, a CTA encouraging reviews plants the seed early.
Make Leaving a Review Simple and Seamless
Make it as easy as possible:
Direct Review Links: Include a one-click link to the review page in your emails.
Optimize for Mobile: Ensure the review process is smooth on mobile.
Leverage Social Media: Allow customers to leave reviews directly on social media.
Offer Value in Exchange for Reviews (Responsibly)
Incentives, done responsibly, can boost reviews:
Discounts or Coupons: Offer a discount on their next purchase as a thank-you.
Loyalty Points: Reward loyalty points for each review, regardless of its content.
Automate Your Review Requests
Use automation to keep requests consistent and timely:
Review Platforms: Tools like Trustpilot or Yotpo automate requests and integrate with eCommerce platforms.
Follow-Up Reminders: A gentle second reminder can be all a customer needs.
Showcase Reviews on Your Site
Highlighting reviews can encourage others:
Feature Customer Stories: Show off customer stories in your blog, product pages, and social media.
Display Reviews on Product Pages: Make sure reviews are easily visible on your product pages. It’s a subtle nudge that reminds customers to leave their thoughts.
Respond to Every Review
Engaging with reviews fosters more feedback:
Respond to Positive and Negative Reviews Alike: Thank customers for positive feedback and address concerns in negative reviews. This shows you value feedback and strive to improve.
Share Reviews Across Channels: If you have a great review, share it on social media (with permission) to show your audience how much you value your customers.
Encourage Visual Reviews
A picture is worth a thousand words, and visual reviews have a huge impact on purchase decisions.
Ask for Photos or Videos: Many customers enjoy sharing their experience visually. Make a simple request for them to include a photo or video in their review.
Feature User-Generated Content: Showcasing real customer photos on product pages, in your email newsletters, or on social media can create a community vibe and encourage more people to contribute.
Cultivate a Community Atmosphere
When your customers feel they’re part of a community, they’ll naturally want to contribute.
Use Social Proof Widgets: Show off recent reviews in real-time on your site with a social proof widget.
Engage on Social Media: When customers tag or mention you, engage with them and politely ask satisfied customers to leave a review on your site.
Measure and Refine
Review acquisition is a process—keep measuring and adjusting as you go.
Track Your Review Rate: Monitor the percentage of customers who leave reviews. If it’s low, experiment with your timing, message, or CTA.
A/B Test Your Messages: Try different tones, CTAs, or incentives to see what drives more reviews. Small changes can yield big results.
By following these steps, you can create a review collection strategy that feels natural, engaging, and rewarding for your customers—setting your e-commerce business up for growth and success.
Sample Net Promoter Score question
Using Special Events to Get More Reviews
Special events like Black Friday present a unique opportunity to gather reviews while strengthening customer relationships. By integrating review incentives with event promotions, you can boost engagement year-round.
Inform Your Customers About Special Review Offers
Seasonal events are the perfect time to introduce exclusive deals and reward customers for their detailed feedback. During Black Friday, consider offering a limited-time discount or coupon in exchange for a review. Here’s how to get the word out:
Activate Your Social Media Channels: Announce the promotion on Facebook, Instagram, and TikTok to maximize visibility and excitement. Let your audience know that customers who leave a review on Black Friday will receive a special “thank you” discount for their next purchase.
Utilize Your Email List: Send a targeted email to loyal customers, highlighting the exclusive value of their feedback. Make it clear how their reviews help your brand improve and enhance the shopping experience for everyone.
Create a VIP Review Program During Special Events
During high-traffic events, giving your loyal customers a VIP experience can drive engagement and build trust:
Offer a “VIP” Discount for Reviews: Let top customers know that in exchange for a review, they’ll receive a special Black Friday VIP discount. This approach increases brand loyalty by making them feel appreciated, and it results in more authentic reviews from customers who already love your brand.
Gift Cards for Select Reviews: To encourage and collect feedback from your most engaged customers, consider offering gift cards as a thank-you for leaving a review. Black Friday is a particularly effective time to try this approach, as customers are on the lookout for extra savings.
Build Anticipation by Promoting Early
When customers know about your Black Friday offers early, they have time to get excited and plan their purchases. Here’s how:
Send Pre-Event Emails: A few days before Black Friday, remind customers of the review offer alongside your other promotions. This builds anticipation and ensures that your event stays top-of-mind.
Offer Early Access for Reviewers: Give early access to Black Friday deals as a perk for leaving a review. It’s a unique way to both boost review numbers and make your customers feel valued with an exclusive experience.
Black Friday is a great moment to gather feedback
Offer a Special Discount for Completing a Satisfaction Survey
Special events like Black Friday are also an ideal time to gather customer insights through satisfaction surveys. As customers make purchases during high-traffic periods, consider offering them a discount on their next order in exchange for completing a quick survey. This can be especially powerful for identifying real-time pain points and improving the overall shopping experience.
Here’s how to set it up:
In-Event Discount for Future Purchases: Invite customers to complete a satisfaction survey immediately after their Black Friday purchase and reward them with a discount code for their next order. This encourages them to engage with your brand post-purchase and gives you valuable feedback at a key moment.
Automate with Survey Software: With a good survey platform, you can automate this offer seamlessly. Set up an automated follow-up email to go out after each purchase, with the survey link and an incentive. It’s an easy way to gather consistent feedback without additional manual effort.
Offering discounts for survey participation during peak events not only increases customer satisfaction but also builds loyalty, keeping them engaged with your brand long after the holiday season.
Let Us Help You Collect Valuable Insights
Are you interested in discovering how to get customer feedback online? Or do you need help with implementing a CX survey tool in your company?
Forget everything you know about customer experience (CX)—especially if you’re thinking about it through a B2C lens. In the world of B2B SaaS, CX is a different beast entirely. It’s not about quick wins or one-off purchases; it’s about building long-term partnerships, earning trust, and understanding the complexities of business needs. In this article, we dive into the real pillars of B2B CX, exploring the differences from B2C, how to get started, and the tools and strategies that drive exceptional experiences in the SaaS space. Ready to rethink what you know? Let’s dive in.
However, we should begin with a brief definition:
Customer experience, or CX, is all about how people feel when they interact with a company. It’s the overall impression a customer has, not just from the product they buy, but from every part of the journey—like visiting a store, navigating a website, talking to customer service, or even seeing an advertisement.
Think of it like this: CX is how well a company takes care of you and makes your life easier (or harder when everything goes wrong).
Why Customer Centric Approach Matters?
Well, let’s give the floor to the numbers.
Companies that put CX first see 80% more revenue growth than those that don’t (Zippia).
Brands that focus on their customers report 60% higher profits compared to those that overlook CX (CX Index).
4 out of 5 organizations believe that CX will be the main way they stand out from the competition (Gartner).
Almost 3 out of 4 customers now say that the most important factor when deciding whether to buy from a company is CX (PwC).
In 2022, half of all customers who switched from brands they used to love did so because of poor customer service (Emplifi).
Customer success is your success. That’s the simplest conclusion to draw from the numbers above.
Choose the best methods of survey distribution
B2B vs. B2C: Customer Experience Difference
Now we know what CX is and why it matters. But CX also depends on who it is aimed at. The strategy in B2B is different from B2C, because the customer needs and scale of the relationship are not the same. Let’s explain what those differences are and how they affect customer experience management.
B2B Customer Experience
In B2B (Business-to-Business) relationships, creating a great customer experience is all about building lasting connections and navigating more complex buying processes. Since multiple people are usually involved in making decisions, it’s important to tailor the experience to meet everyone’s needs. Personalizing what you offer and earning trust are key, as businesses are looking for more than just a provider—they want a partner who can help them reach their goals. The sales process takes more time, with data analysis, discussions, and negotiations playing a big role. Ultimately, the focus is on delivering real value, which makes quality service and ongoing support essential.
B2C Customer Experience
On the other hand, in B2C (Business-to-Consumer) relationships, customers tend to make decisions faster, often influenced by their emotions. Since they’re typically individuals, they focus on things like convenience, price, and getting instant satisfaction. Personalization in this context is more about offering relevant suggestions to many people at once, often based on past shopping behavior. In B2C, a smooth and easy shopping experience, paired with a positive, enjoyable interaction, is key to winning customer loyalty. Brands aim to create good feelings around their products or services, and customer support should be quick and simple to reach.
Key Differences of Customer Expectations
Although both B2B and B2C aim to satisfy the customer, the approaches differ significantly. B2B focuses on delivering long-term value, building trust-based relationships, and offering solutions tailored to specific business needs. In contrast, B2C aims to deliver products or services quickly in a way that is convenient and emotionally satisfying for the customer. These are two distinct strategies that require different approaches to creating customer experiences.
CX in B2B & B2C – key differences
How to Start with Building Excellent CX for B2B Clients?
To create an outstanding Customer Experience (CX) for B2B clients, it’s crucial to focus on strategies that meet the unique needs and challenges of business buyers. While addressing these specific areas, you can ensure a more personalized, efficient, and impactful experience. Here’s how to get started:
Map Customer Journey
Mapping the customer journey is one of the most important steps in building a successful customer experience. In B2B, the purchasing process tends to be longer and more complex, often involving multiple stakeholders with different priorities.
By carefully mapping each stage of the journey—from initial awareness to post-purchase support—you can pinpoint the key touchpoints and any potential pain points that require attention. This allows you to tailor the experience to the unique needs of each decision-maker, ensuring a smooth and satisfying process for existing customers.
B2B customers expect clear, straightforward processes that respect their time. To enhance CX, it’s important to identify areas where efficiency can be improved. For example, offering clear and simple contracts, or self-service tools that allow clients to manage routine tasks on their own, can greatly reduce friction.
Automation also plays a big role in speeding up communication and service, ensuring clients aren’t left waiting for responses. The goal is to create a seamless, time-saving experience that not only makes working with you easier but also builds trust and strengthens long-term relationships.
Create Omnichannel Experiences
Consistency across all touchpoints is now a core expectation for B2B buyers. Whether they engage through your website, over the phone, by email, or in person, they anticipate a smooth, unified experience at every interaction.
An omnichannel approach ensures that no matter which channel a stakeholder uses, they encounter the same level of service, information, and support. It is important in B2B, when different decision-makers might use different channels at various stages of the buying process. Maintaining this consistency, you create a cohesive journey that reinforces trust and makes it easier for clients to navigate their experience with your company.
Identify the Factors Behind Churn
Customer churn is a major challenge in B2B relationships, but it can be minimized by understanding the early signs of dissatisfaction. By consistently monitoring customer health scores, collecting feedback, and analyzing client behavior, you can identify issues before they escalate.
Proactive approach allows you to address specific concerns—whether it’s improving service quality, offering more personalized solutions, or filling gaps in client needs—before clients feel the need to look elsewhere. Preventing churn not only protects valuable business relationships but also reinforces trust and loyalty, ensuring long-term success for both you and your clients.
Pay Attention to Personal Touch
Even in B2B, where decisions are made by businesses, it’s crucial to remember that you’re working with people. Incorporating a personal touch—whether through personalized messages, assigning dedicated account managers, or scheduling regular check-ins—can make a huge difference in building trust and loyalty.
When clients feel valued and appreciated, they are much more likely to stick with you for the long term. This personal connection adds an important human element to your CX strategy, strengthening customer satisfaction and setting the foundation for ongoing collaboration and success.
Align CX with Business Goals
Your B2B CX strategy should always align with your overall business objectives. Whether you’re aiming to boost revenue, improve client retention, or expand your market share, your customer experience efforts need to support these larger goals. By ensuring that CX initiatives are directly tied to business outcomes, you can create a more focused and impactful strategy.
Regularly reviewing how your CX strategy influences key performance indicators, such as customer satisfaction, loyalty, and lifetime value, will help you continuously refine and optimize both the experience you deliver and the strength of your client relationships. This ongoing evaluation is essential for staying agile and meeting evolving client expectations.
Leverage Technology
Using the right technology can significantly enhance the B2B customer experience. Tools like CRM systems provide real-time data on client interactions, while automation platforms help streamline communication and processes.
Technologies like close-the-loop systems and Voice of the Customer (VoC) platforms enable more personalized and efficient experiences by capturing customer feedback and ensuring that issues are addressed promptly. Investing in data analytics and self-service platforms, your team will be equipped to respond faster and more effectively to client needs, helping to foster stronger relationships and drive success.
If you’re looking for a comprehensive solution to help you exceed customer expectations, the next section is for you. It delves deeper into how the right mix of technology and strategy can take your CX to the next level, ensuring that you not only meet but surpass your clients’ needs.
Survey as B2B CX Tool
It’s high time to introduce ourselves.
Startquestion is a platform for CX specialists and customer success managers designed to gather feedback (for instance with Net Promoter Score, Customer Effort Score, Customer Satisfaction Score, and much more CX surveys) throughout a customer’s journey, allowing for swift analysis and sharing of insights within the organization.
But collecting customer data is just a slice of what we can do for you.
We realize that implementing CX research in an organization is a time-consuming and complicated challenge. That’s why we not only provide a tool to improve customer relationships, but also act like a CX agency, helping our clients prepare (also from the technical side) the company to conduct effective, professional research – from the idea to distribution (surveys on receipts, QR codes, etc.) and analysis of the obtained feedback.
And once you take action…. we won’t leave you alone. Our support is here for you.
Work with tools you can trust (Capterra Report 2023)
Collect Customer Feedback with Proper Software
Wondering if CX surveys are the right tool for you? Well, it might be.
Using surveys as a B2B CX tool can provide valuable insights directly from your clients, helping you understand their needs, challenges, and satisfaction levels. Surveys allow you to gather feedback at key touchpoints throughout the customer journeys, helping identify pain points or areas where your services could be improved. They can also highlight what you’re doing well, offering a clear view of how customers interact with your brand.
Regularly Surveying Your Clients, You Can:
Identify pain points: Understand where clients are experiencing challenges and address them quickly.
Highlight strengths: Discover what your clients value most about your service and reinforce those strengths.
Track satisfaction over time: Measure how well you’re meeting client expectations and adjust strategies accordingly.
Improve personalization: Use feedback to tailor services to individual client needs.
Show clients you care: Demonstrate that you value their input and are committed to improving their experience.
And much more.
Great B2B Customer Experience Examples
It’s not over yet. We have prepared for you some real-life examples of good and effective CX.
Simplifying Complex Processes
Xerox, a leading provider of document management solutions, transformed its CX by focusing on simplification and automation. They offer Managed Print Services (MPS) that allow businesses to streamline their printing infrastructure. Xerox provides automated supply replenishment, real-time analytics on printing behaviors, and tools to optimize printing workflows, all of which help clients reduce costs and increase operational efficiency.
Why it’s cool? Company focuses on simplifying traditionally complex and manual processes. By offering automation and real-time data, they help their clients focus on their core business activities rather than being burdened by document management.
What do they do? Xerox uses automation to manage print supplies, offers real-time reporting on printer usage, and provides workflow optimization tools to enhance overall efficiency.
Predictive Maintenance for Industrial Clients
Siemens has embraced predictive maintenance solutions in their industrial services. By leveraging IoT technology and machine learning, Siemens collects data from machines and uses it to predict when maintenance is required. This prevents costly downtime and enhances productivity for their industrial clients. Siemens’ service doesn’t just stop at predicting maintenance—they also provide in-depth analysis and insights to help businesses optimize their operations over the long term.
Why it’s cool? The use of IoT and predictive analytics delivers tangible business value by preventing downtime and extending the life of equipment. It enhances the customer experience by ensuring continuous operations without disruptions.
What do they do? Siemens integrates IoT technology into their machines, uses real-time data to predict maintenance needs, and provides detailed insights to help clients optimize their overall operations.
Custom Logistics Solutions for B2B
FedEx offers custom logistics solutions for B2B clients, particularly in industries like healthcare and technology, where shipping requirements can be highly specific. They provide tailored services such as temperature-controlled shipping and real-time package tracking to meet the critical demands of these industries. For large-scale B2B clients, FedEx also offers integration services that connect directly with their clients’ own logistics systems, allowing for smoother, more efficient shipping processes.
Why it’s cool? FedEx’s ability to customize solutions for different industries ensures that B2B clients receive services that match their exact needs, improving efficiency and reducing risk for sensitive shipments.
What do they do? Company offers specialized shipping options, integrates their logistics systems with clients’ infrastructure, and provides real-time tracking to offer a seamless, industry-specific logistics experience.
Distribute your survey in the most convenient way
Comprehensive Customer Success and IT Support
In Startquestion we work closely with clients to ensure a smooth and fully-managed customer experience. For a big insurance brand, we took ownership of the entire CX survey project, handling both the technical challenges and coordination with the client’s IT department. Our team ensured the process was seamless, from initial setup to full integration.
Why (we believe) it’s cool? Our goal is to excel in delivering a personalized and hands-on approach, ensuring that even the most complex projects run smoothly. Managing both the technical and operational aspects, while providing continuous support, allowed our client to focus on their business goals without getting bogged down in the details.
What do we do? In this case, we provided dedicated support by conducting professional workshops and training sessions to help their team effectively use the survey system. We customized the survey design to align with their branding, handled the full IT system integration with detailed reporting, and transferred historical data from their previous provider.
We also optimized survey engagement by adjusting the frequency of invitations and implemented Single Sign-On (SSO) for quick and secure access. Throughout the project, we prioritized responsiveness and flexibility, ensuring all their unique business needs were met with a tailored approach.
Need help with implementing a CX survey tool in your company?
You don’t need a crystal ball to anticipate your customers’ next moves. Customer experience tools aren’t magic—they’re proven strategies that can help you understand and predict future customer behavior. Curious how it works? Let’s dive in, and I’ll walk you through how businesses can use data, insights, and feedback to get ahead of customer needs and keep them coming back.
Before we move on and consider how to influence customer behavior, let’s pause for a moment to provide a brief definition. So that we are all on the same page, regardless of our previous knowledge on the subject.
Consumer Behavior Definition:
Customer behavior refers to the actions, decisions, and buying patterns of individuals or groups when they interact with products, services, or brands. It includes how they search for, choose, purchase, use, and respond to offerings, influenced by personal preferences, social factors, and external stimuli.
In brief: Understanding customer behavior helps businesses tailor their strategies to meet customer needs and drive better outcomes.
Enough theory. Off we go!
How Does Customer Behavior Prediction Work?
Think of customer behavior predictions like planning a great dinner for friends.
You want everything to be just right, so you pay attention to what they like, what they’ve enjoyed before, and maybe even the little hints they’ve dropped. This is very much how predicting customer behavior works – we listen, we learn, and we anticipate.
Consumer Behavior Prediction Step by Step
Listening to Preferences
The first step is gathering information (current and historical data), just like when you ask your friends about their favorite foods or notice what they choose when you eat out together. In the business world, this means collecting valuable insights on things like what customers browse online, what they buy, and how they interact with us.
Spotting Patterns
Once we have all this information, it’s time to look for patterns. It’s like noticing that one friend always prefers spicy dishes or that another never skips dessert. These patterns (in CX we may say customer segmentation) help us figure out what customers might want in the future based on what they’ve enjoyed in the past.
Using Smart Insights
Next, we bring in some clever tools to help us with predictive analytics. Think of it as using a recipe that combines all the ingredients your friends love into a perfect meal. We use AI and algorithms to analyze the data and make predictions, figuring out what customers are likely to do next – maybe they’ll be interested in a new product or a special offer.
Making It Personal
Finally, it’s all about making the experience feel personal. Just like when you serve a dish that’s exactly what your friends were craving, we want to offer customers what they need or want, often before they even ask. This way, shopping feels smoother, faster, and influence future customer behavior.
So, just like planning that perfect dinner, predicting customer behavior is all about paying attention, identify patterns, and offer something that feels right, making the (customer) experience better for everyone!
Hungry for more? Let’s move on.
Ask customers for their opinion
What Customer Behaviors Should You Analyze?
To deliver the best possible experience for your customers and encourage them to stay loyal, it’s essential to focus on a few key behaviors. Understanding these can help improve your services, target the right audience, and drive business growth.
Churn
One crucial behavior to monitor is customer churn, which refers to when customers stop using your product or service. Identifying who is leaving and the reasons behind it reveals potential problem areas. This might include common frustrations or competition offering something better. Addressing customer retention allows you to make improvements that encourage more clients to stay engaged and satisfied.
Demographics Data
Demographics data, including factors like age, location, income, and gender, also plays a major role. Understanding who your customers are enables you to tailor your products and communication to meet their specific needs. For instance, younger customers might gravitate toward mobile apps, while older demographics may prefer in-store shopping experiences. Knowing these preferences helps you align your approach with what resonates best with each group.
Customer Value
Customer lifetime value, or how much a customer contributes to your business over time, is another important behavior to analyze. Some customers may make frequent, smaller purchases, while others spend more occasionally. Analyzing these spending patterns helps identify your most valuable clients and informs strategies for retaining them. Customer loyalty programs or personalized offers can then be designed to reward and retain those who are most important to your business.
By focusing on churn, demographics, and customer value, you can build stronger relationships with your customers, keep them loyal, and provide the right products and services at the right time. Below you will find some tools to help you succeed.
Customer Surveys as Predictive Tools
Customer surveys are powerful tools for predicting future behaviors and understanding what customers really want. They give direct insight into satisfaction, effort, and loyalty, helping businesses anticipate needs and make improvements. Let’s look at some of the most important surveys that help unlock customer intent and behavior.
Net Promoter Score (NPS)
The Net Promoter Score is one of the most popular tools for measuring customer loyalty. It’s built around a simple question: “How likely are you to recommend us to a friend or colleague?” Customers respond on a scale from 0 to 10, and this feedback tells you who your promoters are (loyal customers who’ll keep coming back) and who might be at risk of leaving. By tracking NPS over time, you can predict future growth and spot areas where customers might need more attention.
NPS Survey Template
The Net Promoter Score (NPS) is a world-renowned methodology and one of the best business tools for researching customer loyalty. You will draw remarkably valuable conclusions with such simple to collect and valuable feedback.
The Net Promoter Score (NPS) is a world-renowned methodology and one of the best business tools for researching customer loyalty. You will draw remarkably valuable conclusions with such simple to collect and valuable feedback.
The Customer Satisfaction Score is all about measuring how happy customers are with a specific interaction or purchase. After a service call, purchase, or delivery, you might ask customers to rate their experience on a scale from 1 to 5. This survey helps you gauge how well you’re meeting customer expectations and can signal whether someone is likely to return. When satisfaction is high, future purchases and positive word-of-mouth are more likely.
Customer satisfaction is the cornerstone of any successful business. Happy customers are more likely to remain loyal, refer others, and ultimately drive growth.
Customer satisfaction is the cornerstone of any successful business. Happy customers are more likely to remain loyal, refer others, and ultimately drive growth.
Another valuable tool is the Customer Effort Score, which measures how easy it is for customers to interact with your business. The question might be something like, “How easy was it to solve your problem with us today?” If customers report that things were difficult, they may be less likely to stick around. On the flip side, making interactions easy can boost loyalty. Understanding effort helps businesses streamline processes and predict where friction could cause customers to churn.
Customer Effort Score Survey
Satisfied customers are likelier to remain loyal and promote your brand through word-of-mouth. Many businesses turn to metrics like the Customer Effort Score (CES) to gauge customer satisfaction effectively.
Satisfied customers are likelier to remain loyal and promote your brand through word-of-mouth. Many businesses turn to metrics like the Customer Effort Score (CES) to gauge customer satisfaction effectively.
A great way to get detailed insights into how your customers feel about specific products or services. These surveys ask about features, usability, and overall satisfaction, giving you a clear understanding of what works and what could use improvement. By gathering direct feedback, you can identify trends in customer preferences and better predict how future product launches might be received. This helps ensure your offerings stay aligned with customer needs and expectations, driving both loyalty and positive word-of-mouth.
Product Feedback Survey
In product development, understanding customer experience is crucial. One effective way to achieve this is through product feedback surveys.
Even when a customer decides to leave, there’s still an opportunity to learn valuable insights. Exit surveys ask departing customers why they’re leaving, uncovering pain points or unmet needs that might have gone unnoticed. These insights can not only help improve your service for others, but they can also reveal patterns that may signal broader issues affecting many customers. While it’s never ideal to see a customer go, the information they provide can be incredibly useful for predicting and preventing churn in the future.
Customer Exit Survey Template
Each customer’s success is your success. Therefore, understanding why clients leave is crucial. A customer exit interview can provide valuable feedback that can help businesses to identify areas for improvement and make data-driven decisions.
Each customer’s success is your success. Therefore, understanding why clients leave is crucial. A customer exit interview can provide valuable feedback that can help businesses to identify areas for improvement and make data-driven decisions.
The future of customer behavior prediction will be shaped by several key trends, driven by advancements in technology and shifting consumer habits. Here’s a look at some of the most important trends to watch.
AI and Machine Learning
Artificial Intelligence (AI) and Machine Learning (ML) will continue to revolutionize customer behavior prediction. These technologies enable businesses to analyze vast amounts of data quickly and accurately, identifying patterns and trends that might otherwise go unnoticed.
Natural Language Processing (NLP) is becoming especially valuable for understanding customer feedback in real-time, whether through social media, reviews, or customer support interactions. AI tools will allow businesses to predict what customers want even before they ask for it, personalizing marketing efforts and CX more than ever.
Influencer Marketing
The influence of social media and digital personalities will keep growing. By 2025, influencer marketing is expected to see a 25% increase in growth compared to recent years.
As consumers increasingly turn to influencers for product recommendations and trends, businesses can use these insights to predict purchasing behavior. Knowing which influencers your customers follow helps tailor marketing strategies and promotions, making this an essential tool for understanding future customer preferences.
The Power of Online Reviews
Customer reviews, particularly on platforms like Google, will play a bigger role in shaping purchasing decisions. Real-time activities such as reviews, ratings, and recommendations provide valuable data on customer satisfaction and product quality.
Monitoring these reviews helps predict future behaviors, like repeat purchases or potential churn, and gives businesses insight into areas needing improvement. The growing reliance on reviews also highlights the need for transparency and trust, as customers are increasingly influenced by peer feedback before making decisions.
Consumers are becoming more conscious about sustainability and the ethical implications of their purchases. This shift means that businesses need to predict customer preferences based on values like eco-friendliness, fair trade, and responsible sourcing.
In the future, companies that offer sustainable and ethically produced products will likely see higher loyalty and retention rates. By analyzing customer behavior through this lens, businesses can better align with the values driving purchasing decisions.
Personalization Through Data Integration
In the coming years, consumers will expect highly personalized experiences based on their unique preferences and past interactions. With more data available from multiple touchpoints—online, in-store, through apps, or even voice assistants—businesses will need to integrate these sources to create a seamless customer journey.
Predictive models that take into account a holistic view of the customer’s behavior will help companies offer personalized recommendations, timely offers, and tailored communication, driving higher engagement and conversion rates.
Predicting Customer Behavior – Important Tips
Time for a summary. Or the TL;DR section. Here’s our recommendation:
Leverage AI and Machine Learning: Use advanced technologies like AI and ML to analyze data quickly and uncover hidden patterns that can predict future behavior.
Monitor Customer Churn: Keep an eye on churn rates to identify pain points and improve customer retention strategies.
Utilize Customer Surveys: Tools like NPS, CES, and CSAT provide direct feedback that helps predict customer loyalty, satisfaction, and areas for improvement.
Analyze Demographics: Understand customer segments based on age, location, and income to tailor marketing and product offerings effectively.
Harness Historical Data: Use past purchasing and interaction data to anticipate customer needs and preferences.
Focus on Influencer Marketing: Track how influencer recommendations shape customer decisions, especially as the market for influencers continues to grow.
Pay Attention to Online Reviews: Real-time feedback through platforms like Google reviews offers valuable insights into customer satisfaction and product quality.
Integrate Data for Personalization: Combine data from various touchpoints to create personalized customer experiences that drive engagement and loyalty.
Respond to Sustainability Trends: As customers prioritize eco-friendly and ethical products, aligning with these values can improve loyalty and long-term engagement.
And one final suggestion. Let us help you understand your customers’ behavior better.
Select a survey tool you can trust / Source: Capterra Report
Predicting Consumer Behavior with CX Survey Tool
Comprehensive customer experience (CX) tools are essential for gathering valuable feedback and accurately predicting future customer behaviors.
By using the right tools, you can tap into direct insights from your customers, understanding what drives their satisfaction, loyalty, or potential churn. This kind of feedback is crucial for making informed decisions that will enhance your customer experience and align your offerings with their evolving needs.
At Startquestion, we specialize not only in surveys but also in designing and executing comprehensive customer experience studies. Whether you’re looking to implement a new feedback system or enhance your existing CX strategy, we’re here to help.
Our expertise in collecting, analyzing, and interpreting customer feedback ensures that you’ll have the insights needed to drive success. Let us assist you in setting up research tailored to your organization’s goals. Together, we’ll create a better experience for your customers.
You know by now (from previous ebooks) how to analyze your survey results – what methods to use and what analytical tools will work for you. However, will the fact that you already know your survey results change your company for the better? Unfortunately, it’s not that simple.
Ahead of you is one of the most difficult yet effective parts of the research process – the distribution of results. To make it easier for you, in this e-ebook we’ll talk about how to communicate the results to the right people in your organization to take action based on the feedback you’ve gathered.
We need to consider, first of all, WHO, HOW, and in what FORM should receive the results of the research. Why? The reason is simple – if you keep the results only for yourself, the whole study will turn out to be not only a waste of your time and energy but also money.
Download eBook for free! 📂
What will you learn from this eBook?
When is it a good time to share the survey results and who should have access to them?
What are effective methods of sharing results?
How to prepare a survey report quickly and efficiently?
Welcome to a journey through the world of data, where numbers speak louder than words, and conclusions from research have the power to shape reality. If you’re here, it means you’ve come a long way – from the idea to the collection of data to the moment when you hold in your hands the raw material ready for analysis. Now it’s time to turn that data into actionable insights.
Data analysis is the heart of any study. It’s where you decide whether and how the information gathered will advance knowledge and bring positive change. Although it may seem like an overwhelming task, we assure you that with the right approach and tools, this process can become compelling and inspiring.
In this e-book, you will discover how to turn survey results into clear conclusions that will be the foundation for your decisions. We’ll show you how to use online survey development platforms such as Startquestion to make the analysis process simple and the results precise and easy to understand. Whether you’re dealing with a simple questionnaire or a complex data set, our guide will help you extract the most value from it.
Get ready to learn how to ask the right questions and interpret the answers in a way that will open up new perspectives. With us, data analysis will cease to be a tedious chore and become a fascinating journey through the land of knowledge. So let’s start this adventure together – step by step, data by data until you fully understand and discover the potential that lies within.
Download eBook for free! 📂
What will you learn from this eBook?
What analysis methods are appropriate for your study?
What is result filtering, rankings, and trend monitoring?
What does analyzing survey results look like in practice?
Success in online surveys depends on many factors, but three are key: asking the right questions, reaching the right group of respondents, and choosing the optimal time to conduct the survey.
To ask the right questions, you need to phrase them clearly and precisely so that they can be understood by respondents and produce useful data. Reaching the right group of respondents requires understanding your target audience and how best to communicate with them.
Choosing the right time to send out the survey can increase the chances of getting a higher response rate, which is crucial to the reliability of the results. Every aspect of a survey is important and requires careful planning and execution to ensure its success.
It’s a good thing you’re here. We will show you how to do it.
Download eBook for free! 📂
What will you learn from this eBook?
How to send a survey in compliance with GDPR? What are the methods for collecting results?
How to get respondents for a survey? How to tailor the mailing to the recipients?
How to get a high response rate? How to invite respondents to the survey?
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