Customer satisfaction (CS) is not just a key but like a blockchain-protected passcode that will allow you to access success as long as you know how to use it.
The Power of Understanding Customer IntentAugust 7, 2012
We recently took a poll of Qualaroo users and asked: “what question has generated the most actionable insights for you?” Not surprisingly, the top three responses to this poll were all related to understanding a person’s intent.
Connecting with a visitor’s intent is one of the most effective ways to keep them engaged during the conversion process. While they are engaged, you can steer them toward a gratifying experience with your solution.
Contrast this to trying to reach someone in “the wild.” The average person sees nearly 3,000 advertisements every day. Breaking through this clutter is nearly impossible. So when someone has directed their intent toward your solution, it is essential to make sure you are connecting with that intent.
So what are some of the key questions Qualaroo customers ask to try to uncover intent?
The most common question was “what did you come to this site to do today?” The answers to this question will help you develop effective hook statements to let visitors know they will be able to achieve their objectives.
Another common question asked was “were you able to find the information you were looking for?” The value in these answers can help you bring clarity to your messaging and eliminate any barriers that may stand in the way of someone finding important information.
Finally, the question of “what can we do to make this site more useful?” is an effective catchall question, still associated with the idea of intent. According to Co-founder of Planapple Mike Edmunds, “of all the questions we’ve tried, this one has generated the highest rate of specific suggestions from [our] users. It’s a great question: broad enough to capture anything from bug reports, to feature requests, to usability issues; but simple enough that users are readily willing to answer it. And it’s applicable at nearly any stage in the customer lifecycle.”
These intent questions are best asked while a user is “in flow” on your website. In comparison to emailed surveys, real time surveys can reach users in an effective amount of time in order to provide accurate answers.
We’d love to hear from you. What questions have you asked that have helped you uncover actionable insights?
In-app feedback or users’ feedback is a prominent part of any app development process. As a developer, you get to know the flaws you have in your app, what users want, and what can be improved. Now, with the in-app feedback option, you give your app users the freedom of sharing their experience instantly.
The competition among online stores is colossal, so they have to fight for a place in the sun. Сreative solutions are essential here to increase customer engagement. You can constantly fill your site with new content and try different promotion formats. And this can have its effect, but it may not be sufficient for online stores and not persuade customers to purchase in your store. As opposed to classic content marketing, data-driven micro-content has performed well in recent years. It is an effective way to provide users with interesting and useful information, thereby increasing the value of an online store for customers.
In most cases, the ideal user journey and the actual user journey will differ, and getting users to follow through with the desired action will become almost impossible.
Measuring customer satisfaction is essential because happy and loyal customers are awesome assets for growing your business. Several ways exist to measure customer satisfaction and loyalty. One of the most trusted ways is calculating the widely prevalent benchmark figure: Net Promoter Score (NPS). It is highly regarded due to its simplicity, effectiveness, and ease-of-use.
The best way to ensure your survey feedback is legitimate and fits your purpose to the T is to make sure you survey the right candidates.
We are proud to announce that SoftwareSuggest, one of the largest independent software review platforms, has awarded Qualaroo as the ‘Best Value Software’ for Fall 2020.
Intuition can help in making business decisions but when it comes to understanding user behavior and conversions online, user experience research methodologies like A/B testing is what you go for. If you don’t test, you cannot know what is working and what isn’t for your users. And A/B testing helps you to determine that.
Qualaroo has been positioned as one of the best survey software companies of 2021 by the widely renowned SaaS review website, Digital.com!