It’s a great question and often the hardest one to answer.
Why is our conversion down?
Why are customers buying product Y?
Why have customers stopped buying product X?
More often than not the answer is in your web analytics.
But sometimes the best way to answer the why is by asking an expert.
Here’s two survey examples that are quick and easy to implement. Plus a few general survey tips to increase the number of responses you get.
1. POST PURCHASE
Once a customer has placed an order they are well positioned for a few quick questions about their experience.
Q. How would you rate your experience today? 1-10.
Low score = Q. How could we improve it?
High score = Q. What did you love?
Q. What almost stopped you from buying?
Three questions, lots of actionable insights.
Plenty of clues to improve conversion.
2. PRODUCT PAGE
Often the product page makes or breaks customer conversion.
1 Simple Question
Q. How can we improve this page?
Focused on a single objective
Read. Understand. Improve. Convert More.
3. HOW TO GET MORE RESPONSES
– Offer a small incentive to complete the survey.
– Pick the right moment to ask the questions, avoid home page pop-ups.
– Make sure the survey works perfectly on mobile
When did you last talk to your customers?