Best Practices for Online Survey Creation

How much easier would day to day life be if you got immediate notification whenever something substantial occurred?  You would know exactly when the puppy put your leather pump in her mouth or the second that rush hour peaked or, of course, the moment the in-laws got in the car for a surprise visit.  There would be no unanticipated startles, no more “If I had only known…”  The knowledge would be at your fingertips!

I realize society is not quite on the same level as in Minority Report, knowing when something will happen is not a feat that is easily accomplished.  And while Cvent Web Surveys might not be able to spare your favorite pair of shoes, we can help you save and retain dissatisfied clients. 

Email alerts allow you to set triggers on certain answer options to let your team know the second someone selects them.  A prime example?  Satisfaction survey questions.  If you are asking your customers to rate their overall satisfaction with your organization, your product, etc. you can set an email alert to go out to your client services team every time a respondent selects that they are dissatisfied or extremely dissatisfied.  How an organization responds in the face of dissatisfaction is the number one predictor of client retention program success.  The timelier the response, the more likely your clients are to stick with you.  You invest a substantial amount of money to get a customer.  Compared with the amount of money to keep current customers, that figure is about 2-3x higher.  Putting monetary issues aside, a dissatisfied customer has another, more potent weapon; their mouth. 

Word of mouth coupled with the proliferation of web-based customer reviews has given consumers a crucial resource when it comes to expressing their opinions.  While a satisfied customer may tell 3-4 people about their experience, a dissatisfied customer will tell upwards of 20 people of their plight.  Take Jeff Jarvis' example with Dell. While all dissatisfied consumers may not go to these lengths, the repercussions could be just as dire. 

So survey clients to gauge the overall satisfaction level of your customers.  And if something has gone awry and a client is upset, don’t fret... use Email Alerts and you can do some damage control before they even finish the rest of the online web survey.