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There are many tools available to a webmaster to analyse website traffic allowing them to monitor the number of visitors, see what pages have been accessed and even the length of time each visitor spends accessing the website.

However, despite the vast amount of detailed information that can be collected what will always be missing is information that will tell the webmaster exactly what the visitor was thinking. Did they dislike the site? Was the layout clear or confusing? Was the website easy to use and did they find the information they wanted?

A website may be generating sales but why are there some people that are visiting the website and not buying anything? Was it because they didn’t like what was being offered or they couldn’t find what they wanted?

Website surveys provide webmasters with an excellent and accurate method of answering these types of questions. Direct feedback from the website visitor is straight from the horse’s mouth, no longer is there the need to guess, simply ask each visitor how they found the site and if they were able to find what they were looking for.

With an online survey webmasters can find out:-

• How often do people visit the website?
• How did they discover the website?
• Is their interest in the website for reasons of business or pleasure?
• Was the information they were looking for found on the website?
• How easy did they find navigating the website?
• Would they recommend the website to their friends and/or colleagues?

A good website survey will be brief and will gather information that once analysed will provide valuable information to help improve the website.

Another alternative to a traditional survey is to embed one or two survey questions within the website after specific procedures. For example at the end of the registration process the visitor can be asked if they found the procedure quick and easy; after ordering an item they could be asked if they found the ordering procedure and payment methods to their liking. So that the questions don’t become a nuisance to regular visitors the website can be configured so that the questions are only asked once for every registered user.

Website surveys take the mystery out of working out what visitors think of a website and using Online Survey Software they are quick and easy to design and once implemented will really become the webmaster’s assistant.

To see a sample website survey please follow the link: Sample Website Survey

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If you conduct effective market research what are the things you can learn?

Know your customers – Market research will help you better understand your customers in a number of ways including demographic information such as their age, gender and geographic spread. The better you know your customer the easier it is to fine tune your product or service towards the target market.

Know your target market – Who exactly are your existing customers and where do they live? What age group does your service or product appeal to? Do you know who your potential customers are and where they live?

Know your competition – Market Research will help you measure your service compared to others. What are the strengths and weaknesses of your organization and are you improving in the right areas?

Products and services – Do you have the products or services that people want? Are your products and services value for money? How do your company’s products and services match up to that of your competitors? If you have a product can you deliver, do you deliver, should you deliver?

Ease of doing business – Do your customers find it easy to deal with you and when they visit your store and/or website do they find what they want? Is there adequate advice and assistance on hand? Do you make it easy for people to buy from you? Are all your staff properly trained, knowledgeable, helpful and available?

Marketing – Is your marketing reaching the right people and is the marketing message clear and effective. What marketing channels are available to you, which ones should you focus on and which, if any, should you drop?

Do people understand your marketing message? Does your marketing material accurately reflect your brand? Do you use the correct advertising and promotion channels? Are you reaching your target audience?

With the power of the Internet it is now very easy to conduct market research using one of the many online survey software sites that make conducting surveys and collating good market research intelligence quick, easy and extremely cost effective.

Webmasters have access to free tools such as Google’s Analytics that will provide them with detailed information on the number of website visitors, what pages have been accessed and the length of time visitors have spent accessing the website.

However, despite the vast amount of detailed information that is available what is missing is anything to tell the webmaster what the visitor was thinking. Did they like the site? Was the layout easy to understand or just plain confusing? Was navigating the website easy and did they find the information they wanted?

A website may be generating sales but why are there some people that are visiting the website and not buying anything? Was it because they didn’t like what the product or service were or was it that they couldn’t find what it was that they wanted?

Website surveys provide webmasters with an excellent and accurate method of answering these types of questions. Direct feedback from the website visitors hears it straight from the horse’s mouth, no need to guess, just ask the visitors directly on how they found the web site and if they found what they were looking for.

With an online survey webmasters can find out:-

• How often do people visit the website?
• How did they reach the website?
• Are they accessing the website for business or pleasure?
• Were they able to find the information they were looking for?
• How easy was it for them to navigate the website?
• Would they recommend the website?

A good website survey will be brief and will gather information that once analysed will provide valuable information to help improve the website.

An alternative to a traditional survey would be to embed one or two survey questions within the website after specific procedures. For example, ask visitors at the end of the registration process if they found the procedure quick and easy; or after ordering an item ask if they found the ordering procedure and payment methods straightforward. To avoid regular visitors from being asked every time they visit, the website can be configured so that they are only asked once.

Website surveys take the mystery out of working out what visitors think of a website and using Online Survey Software they are quick and easy to design and once implemented will really become the webmaster’s assistant.

To see a sample website survey please follow the link: Sample Website Survey

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Why bother?

The life blood of any business is good customer service. New customers are important but good customer service will help generate customer loyalty and repeat business. With every satisfied customer your business is likely to go on and secure many more customers through recommendations and if you do not take proper care of your customers there is probably a competitor waiting in the wings that will.

Online customer satisfaction surveys will help you not only identify problem areas but will also demonstrate to your customers that you care and are proactive in looking for ways to improve the service that you provide.

Where to start?

Objective – Before you start compiling your survey consider what the objectives of the survey are, in that way you will remain focused and find it easier to decide what questions to ask.

Analysis – Having completed the survey consider how you will analyze the answers.

Bare in mind that ‘closed’ questions (where the respondents are asked to choose from a limited number of responses) are easier to analyse than questions that are ‘open’ (where the respondent can reply in anyway they want).

A great deal will depend on the likely volume of respondents, the higher the volume the more important it is to have an easy method of analysing the results.

Opportunity – Keep in mind that as well as obtaining valuable market research data customer surveys are also a good way to publicise aspects of your service that your customers may not be aware of.

It is important that before you publish the survey that you check that the questions you have asked will provide you with market research data that when analyzed will help you make informed decisions.

Then, read through the survey from a marketing view point, check that you have phrased each question so that every opportunity has been taken to promote your business?

The ideal question will perform the following three functions:-

• Market research – provide valuable feedback to help you improve your customer satisfaction levels and in turn your business
• Marketing – promote aspects of your business
• Information/Education – advertise a service that you provide that your customers may not have been unaware of

For example:- Do you find the in-store baby changing facilities useful?

By asking this question not only will the store receive good feedback on the facility they provide but they will also advertise their baby changing facilities and promote themselves as a family friendly store beyond those customers who have a specific need for the facility provided.

Warts and all – to benefit most from a customer survey you need to be prepared to dig deep and accept the worst.

A customer satisfaction survey should be designed to identify any problem areas so that they can be fixed; conducting regular customer satisfaction will help prevent complacency and will also give early warning on where you may be losing business to your competitors initiatives.

What questions should you ask?

Although it is a given that each business is likely to have specific and unique factors that are important in providing good customer services there are common areas that are relevant to all businesses be they a physical store, online internet store or a service industry. The following are some key areas to providing good customer service.

Communication – What do you do to help your customers communicate with you?

When customers telephone are their calls answered quickly; are their enquiries about products or services handled properly? A good business will make every effort to ensure that whatever the customers query it is resolved by the right person, quickly, politely and fairly.

If a problem is not resolvable immediately do you promise to respond in a given time period and do you deliver on your promise?

Use a customer satisfaction survey to check that your customers find your staff to be helpful, courteous and knowledgeable.

Location – Do your customers find it easy to visit you, if a physical bricks and mortar store, is it conveniently located with good access?

Making it pleasant, making it easy – For an internet business it is important to ensure that your website is aesthetically pleasing and easy to use.

Regardless of the store being a bricks and mortar or purely an online internet store, is the store properly laid out, can your customers find what they need and is there sufficient information and help on hand to explain how a particular product works?

The right quality products – In addition to measuring the quality of the service that you provide you should ensure that the products and services that you provide match your customers’ requirements.

Value for money – Cheap or expensive is hardly ever a good measure, value for money is.

Do your current customers consider the products you sell or the services you provide as value for money, if not, why not?

Speed and attention – Customers want their enquiries or queries to be dealt with quickly but attentively.

Are you doing everything you can to avoid delays?

Customers like to be treated as individuals, how do you treat your customers? Attention is one thing but this has to be hand- in-hand with a quick and satisfactory resolution of the query.

Demographics and Specific issues – Take the opportunity to profile your customers, for example their gender, age group and where they live?

The better you understand your customers the more you will be able to properly target your business.

Encourage customers to highlight their specific problems and provide contact details so that their concerns can be followed up.

What next?

Once the survey has been completed analyse the results.

Trends – Identify specific and common areas where the service is found wanting.

Ask yourself if any criticism is valid, be honest to yourself, is there anything that can be done to properly resolve, or at the very least, minimise the problem?

Training – Are all employees properly trained and do they have sufficient knowledge?

Where employee training programmes have been implemented have they made a positive contribution to the business and improved the customer service?

Follow-up – If a customer has raised a specific issue through completing a survey ensure that they are contacted and that their complaint is properly addressed.

Do not lose a customer by squandering an opportunity to resolve a problem.

Continuously Monitor – Make changes and then measure by issuing further surveys.

If you are interested in tracking customer satisfaction and would like to see a sample survey for a store that demonstrates some of the above advice please view the following example that can be used as a customer satisfaction survey template.

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Customers are tough. They’re extremely media aware and increasingly cynical – it’s a clever marketeer who can get under their skin. Online surveys modernizes the traditional format – all the benefits of the Internet without the programming. Here are ten reasons why they may be the silver bullet marketeers’ need, complete with examples supplied by Martin Day, managing director of Survey Galaxy – one of a new breed of websites making online surveys quicker and cheaper

1. It’s cheap as chips
Select the right survey website and creating surveys can be free of any charge and the cost to publish very reasonable.
Useful information derived from survey analysis can be reused and repackaged in other marketing and PR for use in press outlets making it a very efficient form of information gathering.

2. It’s easy peasy
Anyone can develop and publish an online survey. Create professional looking online surveys in a matter of minutes, no programming skills are required and when published the surveys are simple to complete.

3. Canvas the world
Promoting an online survey can be via email (with a link enclosed), through a link from a website or as a referenced by other forms of advertising. Anyone who has the URL can be connected instantly to the survey, at a time that’s convenient to them, 24×7.

4. We have all got an opinion – and we like to give it
The majority of customers do not view surveys as spam and will in fact welcome the opportunity to voice their opinion and have the chance to make an impact on a brand. Online survey’s are an ideal way for broaching sensitive subjects with concerned employees; a survey asking a workforce on their opinion of change allows the key issues to be raised in a positive manner and encourages employee participation. Online surveys allow the message to reach each individual and invite feedback in a manageable form.

5. Get inside your respondent’s head
You can lead a customer to an advertisement but you can’t make them read it. Surveys actively engage the respondent, who think about the question before giving their response.

6. Seize the opportunity
It needn’t all end at the end of the survey – while you have the respondent’s attention and they are in the mood you can ask if they want to sign up for more information or a regular newsletter – making the most of the window of opportunity where you have their interest.

7. Have you also seen….
Take the opportunity to maximise the interest of those responding to your survey by referencing related information. By embedding links within the survey to other websites that offer more detailed information you are able to reinforce the marketing message.

8. Subtly does it
Surveys can associate a product with a number of positive attributes. By listing a product’s features and then asking the respondent to score on how important they are, regardless of their response, the product will be associated with the feature.

9. Not just marketing
A survey is an effective, quick and easy method to help promote and gain acceptance for a difficult proposal; such as a public body trying to gain acceptance and support for a particular scheme.
For example take a city trying to gain support from the general public for their bid to host a future Olympic Games. Being able to explain each benefit will put a respondent in a much better position to appreciate your argument and that may be enough to combat any negative aspects. Unlike other forms of marketing as well as promoting a cause, useful feedback can be gained that can then be used to fine tune the overall marketing strategy.

10. Fresh topics engage interest
Think laterally and a lively and imaginative approach to surveys can provide a ‘hook’ to engage respondents. The survey subject can be targeted at a particular group on a subject close to theirs hearts. The survey’s marketing message can take the form of a simple brand awareness message by stating that ‘the survey is being sponsored by brand name’, or by finding a link from the subject matter to the product – something that is surprisingly easy to do and that is highly effective.

Attract more people to your website by providing a Public Survey section as many people who enjoy completing crosswords and doing word puzzles enjoy completing questionnaires. Having a public survey notice board as part of a website is a low cost and automated method that helps to increase traffic and establish a loyal and returning following. No need for moderators as unlike discussion boards there is no opportunity for people to disrupt the site by inappropriate remarks as the survey results can be displayed in summary form.

Customers do not often view surveys as spam and the majority welcome the opportunity to make their voice heard and a chance to have an impact on a brand.

Many of the techniques and a few more are contained in the following Sample Marketing Survey.

How to create a survey using Survey Galaxy

Paid Surveys Etc.. #1 Survey Site.

Writing surveys is easy; or is it? The reality is that writing surveys is easy but writing surveys that will be effective is more difficult. The following tips will help you with your survey questionnaire design so you can write more effective surveys.

1. What is the survey’s purpose?

Surveys are conducted for many reasons. By correctly phrasing the questions and structuring the answers surveys can be used in a multitude of ways and for a variety of reasons. When designing a survey do not lose sight of its purpose.

2. Give the survey a good title

The survey title is key and an opportunity to instantly summarise a survey’s objective and grab the attention of invited respondents. Respondents need to invest time in completing the survey so you need to encourage them that their investment will be worthwhile.

3. The length of the survey needs to be as short as possible

Every question asked should be asked for a reason. Pay attention to the ‘need to know’ questions and minimise ‘nice to know’ information.

4. Use plain English, maintain consistency and avoid jargon, acronyms and asking questions that could result in ambiguous answers

Word the question carefully. If a question is unclear then there is every chance that respondents may understand the question differently to that intended by the publisher making any analysis of the data worthless or at the very least suspect.

5. Don’t have long questions

Where practical use concise sentences. Long questions tend to cause respondents discomfort and can lead to a higher level of incidents where respondents abandon a survey.

6. Ask only one question at a time

Avoid confusing the respondent with a question like ‘Do you like golf and tennis?’

7. Do not influence the answer

Avoid loading the question. ‘Should irresponsible shop keepers who sell tobacco to minors be prosecuted?’ is unlikely to have any value.

8. Ensure that the selected answer format allows the respondent to answer the question being asked

Allow the respondent to answer how they really feel or they may be inclined to abandon the survey. As a last resort consider the benefit of including a “Don’t know”, “No comment” or similar response option.

9. When you are compiling your survey consider how the compiled data is going be analysed when the survey is complete

When asking questions that allow for a free text open ended response, such as when asking the respondent for their comments, appreciate that such information is likely to be difficult to score and/or summarised. Consider how answers can be grouped. For example “How long have you worked here?” – ‘less than 3 year’, ‘between 3 and 6 years’ and ‘more than 6′.

10. Ensure that the questionnaire flows

Group questions into clear categories as this will make it easier for the participants completing the survey.

11. Target your respondents carefully

You may want to target a specific group, in others a cross section. If you can’t control who responds to your survey consider including questions/answers that will allow you to filter out respondents who don’t fit your target profile.

12. Provide a channel for your respondents to expand on their answers or make comments

Allowing respondents to make additional comments will increase their satisfaction level and will also give valuable feedback on the specific questions and/or the survey as a whole. Remember that for large sample collections that free text open ended responses may be difficult to analyse.

13. If the survey you are conducting is to be confidential ensure that your pledge is upheld

If you have assured the respondents that the survey is confidential ensure that the individual data is not to be shared with anyone and the information is not going to be used for any other purpose. Confidentiality must be maintained at all times and any contact information destroyed after the survey is complete.

14. Weigh up the advantages of allowing respondents to be anonymous or identifiable

If your respondents are to be anonymous then you will be unable to follow up specific complaints or match “pre” or “post” surveys. However in some cases allowing people to remain anonymous will allow people to respond without possible peer pressure.

15. Consideration carefully the best response format

It is good practice to maintain a consistency in the format used for responses. When creating your survey keep in mind that when analysing the data radio buttons are easier to analyse than check boxes that offer the respondent multiple responses. If a radio response format can be used do not use a check box format.

16. Inform the respondent as to the approximate time it will take to complete the survey

If the survey appears to be a stream of never ending questions then respondent drop out can occur. It is good practice to give an indication as to how long the survey is likely to take so that the participants can determine the best time to complete the survey.

17. Inform the respondents of the survey end date

Try and encourage your invited respondents to complete the survey as soon as possible but advise the respondents of the survey’s end date so that they have the opportunity to schedule the necessary time.

18. Trial the survey

Before publishing a live survey publish the survey as a trial to check for questions that are ambiguous or confusing and to ensure that the survey is aesthetically pleasing.

19. Before publishing the survey proof read the survey carefully

Check and then check again that a survey is grammatically correct and makes sense. If possible get someone else to proof read the survey before you publish, if you are unable to do this then take a break before checking again.

20. Thank your respondents

To complete surveys respondents have to devote their time and should be thanked either in a covering letter, at the end of completing the survey or in a follow up letter. You may even want to consider incentives such as entry into a prize draw or a reward.

Getting started is easy and there are many survey software websites to choose from.

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