Online Survey Project

I recently made a few online purchases from a major retailer and was told my order would arrive within 7-10 business days. It has been over a month, and I have yet to see my deliveries! Last night, I received a customer satisfaction survey in my inbox asking me to “rate and review” the products I purchased. Since the products have not been delivered, and I have never even seen them in person, how am I supposed to complete their retail survey?

We all understand online surveys can be an effective tool for gauging customer satisfaction. However, when the survey design for the entire process is not done well, it can create problems survey respondents. By sending me the email survey last night, the online retailer only reminded me I had not received my order.

So, how do make sure your organization avoids these miss cues?

First and foremost, it is imperative you create a process for organizing your survey projects. Find a survey method that will be quick and easy to implement (we recommend selecting an enterprise online survey tool).

Make sure employees understands the process. Even departments not directly involved should at least be aware of the process. For example, if the department in charge of customer surveys had coordinated with the order fulfillment department, maybe I would not have gotten any product surveys before I received my order.

If you plan to use an email survey tool to send retail surveys, ask if the survey software company can integrate with your CRM systems. This will make coordinating between your CRM system and the online survey system a lot easier.