Do you know whether your customers are satisfied with your website and services? Even at its best, guessing is not a smart move to have a website with a better user experience.
Esteban Kolsky, the founder of ThinkJar, conducted a customer experience survey, and it is indicated in his findings that;
Only 1 out of 26 unhappy customers complain. The rest just leaves without complaining. The silence or the absence of feedback is not necessarily a sign of satisfaction. On the contrary, it is your true enemy.
So, customer feedback provides you with valuable information that you can analyze and monitor the user experience on your website based on the actual "user's opinions." No guessing, no wasting time, and effort on a wrong development focus.
A bad user experience= more users leaving your website.
How can you prevent this bounce, get valuable feedback, and improve user experience on your website? By making it easy for your customers to provide feedback and encourage them to do so.
Popup surveys are the simplest way of encouraging customers to take action and give feedback. Let me show you how to add user-friendly popup surveys on your website with Popupsmart to collect customer feedback.
If you haven't already, register to Popupsmart for free. Sign in to the dashboard and click on "Create a New Popup." Then, select a ready-made popup template. Choose your popup type, such as sidebar, full-screen, and floating bar.
Once you customize the appearance of your popup, proceed to the second step on the popup builder. Click on "Add a new form field" to create your pop up survey and embed form. You can add a phone, email, text, long text, checkbox, dropbox, and radio inputs.
Let's break the best feedback popup survey practices down to examples that you can use on your website.
It is quite simple to create a customer survey form with Popupsmart, as I stated above. By using different designs and input fields, you can easily build dozens of survey varieties. Some of them are given as examples below.
a. Yes/No Questions
Ask your visitors yes/no questions. The simplicity of answering yes/no questions can encourage more visitors to provide feedback. It is important to understand your customers' pain points and reduce customer effort. You may ask whether they are happy with your website performance, services, products, etc. Use dropbox, radio, checkbox input fields to create questions with yes/no answers.
b. Feedback Rating Form
Another simple pop up survey type is asking your customers to answer your question in a rating form. You should keep the rating numbers brief in order not to intimidate visitors.
c. Questions and Options
Ask your questions and provide general answers to those questions as options. It is quite significant to remember Hick's Law Psychology here. The more options you give to your customers, the more time they take to decide. You should keep the options few not to scare customers away with a load of alternatives.
d. Ask for Customer Opinion
Providing options to answer questions with radio input, dropbox, and checkbox inputs are not the only way to conduct surveys. You may ask for your customers' opinions in their words as well.
While building your pop up form in Popupsmart, click on "Add new form field" and select "text input" or "long text input." This will open a short/long text input field that your customers can write down their feedback.
Sometimes as simple as your survey pop up may be, customers might need an extra persuasion. This is where incentives step into the game.
Offer something valuable to your visitors in exchange for their feedback. It can be a discount, coupon code, free shipping, free e-book, or guide.
Write a clear CTA on your popup, such as "Submit to Get Your Coupon." To make sure that you give the incentive to the visitors who completed the desired action. You should activate the success popup.
If you don't want to pop up your survey right away, you can make it open on click. There are two ways you can create a feedback button with Popupsmart.
a. Activate the teaser on the second step of the builder. Edit it as you like. Make sure you select "before the popup is opened" under "Teaser Start Displaying." Pay attention to the headline and description as they will be the determiner of customer clicks.
b. The second way is by clicking on the 3rd step, selecting "Visitor Behavior," and then "On Click." Follow the instructions there to create a button.
Customers leave, and you may not know why. Right?
No, actually, you can. You can create your feedback popup and then activate the exit-intent trigger to display it when a customer attempts to leave your website.
Aside from writing a clear CTA, keeping the questions and options simple and short, you need to adjust the targeting settings of your survey pop up as well.
Popupsmart has various advanced targeting features; you may use and combine them as you need to ensure that you target the right audience at the right time.
That's it. I hope you create a flawless survey form that helps you detect, analyze, and optimize your website's UX shortcomings and improve it accordingly.