Have you ever pondered how wonderful it would be to have firsthand access to the whims and fancies of your audience? If yes, we’re sure you know it’s best to put yourself in the shoes of your customers. Want to know what we think is the best possible thing to do? (other than giving your best, of course!) Conduct surveys! But again, with a plethora of customer survey tools on the market, it is extremely difficult to come to a decision. Which is exactly why we’re here—to make your life easier! In this blog, we will go through what a customer survey tool is (for novices in the survey market), its importance, and a set of the best options you can get.
So, let’s get started.
What is a Customer Survey Tool?
Simply put, a customer survey tool is the bridge between you and your customers.
Let’s take one thing at a time.
What is a survey? A customer survey is a much needed conversation you must initiate with your audience to deeply understand them. So, a customer survey tool is the medium that connects you both. You can call it a facilitator if you want to make it fancy. But, either way, it is a crucial differentiator in your growth as a brand.
A customer survey tool allows you to create tailored surveys that probe the needs and wants of your customers. Is that it? Not at all; it lets you create, collect, analyze, and act upon feedback. You can capture ratings, learn about experiences, and, most importantly, ask all those questions you need answers to.
According to a recent study by the Harvard Business Review, companies that use customer survey tools to gather and act on feedback experience an increased average annual revenue growth rate compared to those that don’t.
Intriguing, right? Let’s delve a little deeper.
Different Types of Surveys
1. Customer Feedback Surveys
It acts like a virtual suggestion box where customers can share all their thoughts and opinions about your product, service, or brand. These surveys are the perfect way to understand and explore customer sentiment and gather ideas to improve and grow.
Key Features–
Open ended questions, Sentiment analysis, Trend tracking
Example question: What is that one thing we could do differently to enhance your experience with our product?
2. Net Promoter Score (NPS) Surveys
NPS surveys measure how loyal your customer base is to your brand. Most importantly, it will let you know how healthy your relationship is with them.
Key features-
Promoter Follow-up, Detractor Alerts, Segmentation
Example Question: How likely are you to recommend our service to a colleague on a scale of 1-10? ( 0 = Not at all likely, 10 = Extremely likely)
3. Customer Satisfaction (CSAT) Surveys:
CSAT surveys measure customer satisfaction by asking participants to rate their experience with a recent interaction. It is often done using a scale or emojis. They provide valuable insights into the quality of specific touch points.
Key Features-
Smiley Face Ratings, Dynamic Question Logic, Real-time Notifications
Example Question: How satisfied are you with your recent support interaction? (😊 Very satisfied, 😐 Neutral, ☹ Very dissatisfied)
4. Customer Effort Score (CES) Surveys:
CES surveys measure the effort your customers put into completing a task. These surveys focus on the ease of customer interactions. Lower scores indicate smoother experiences.
Key Features:
Text Analytics, Actionable Insights, Benchmarking
Example Question: How much effort did you have to put into resolving your issue? (1 = Very low effort, 5 = Very high effort)
Now, it’s time to reveal the top contenders for the best customer survey tools on the market.
6 Best Customer Survey Tools
1. SurveySparrow
When it comes to the survey game, the sparrow surpasses all. With its conversational interface and easy to use platform, it can be considered one of the top contenders. The platform excels in customer surveying and experience management. Moreover, their recently launched AI powered survey builder changes the game altogether.
Features:
Chat Surveys for Conversational Engagement:
- Say goodbye to mundane questions. Engage your customers with the interesting sets of question types available.
- The chat surveys simulate natural dialogues, which make the customers feel like they are in constant conversation with you. The result? Enhanced interactions!
Video Surveys for Personalized Insights:
- Make everything personal with video integration. You can insert personal video messages into your surveys.
- With this feature, you can easily explain concepts, give insightful demos, and interact intimately with your customers.
Multilingual Surveys for Global Reach:
- The platform supports a wide range of languages, ensuring your surveys are accessible to a global audience.
- Speak your customers’ language and gather insights from across the world effortlessly.
Offline Surveys for Anytime Data Collection:
- No internet? No problem. The offline survey feature is perfect for events, remote locations, or situations with limited connectivity.
- This feature ensures you never miss out on valuable feedback.
Real-time Reporting for Instant Insights:
- As respondents submit their answers, you gain instant access to visual reports and analytics.
- Whether you’re monitoring a live event or need quick insights for a crucial decision, the platform’s real-time reporting has you covered.
Wide Range of Survey Types
Let’s take a count now; it starts like,
Phew, these are just a few of the many available options!
Why not try it out for free and see for yourself?
2. SurveyMonkey
Ah, the veteran! The platform offers a comprehensive suite of tools designed to unlock the secrets of customer sentiment and business improvement. There is a treasure trove of features waiting for you.
- Versatile Question Types: Craft surveys that capture the nuances of customer feedback with an extensive range of question types, including multiple-choice, open-ended, matrix, and ranking questions.
- Customization Options: Personalize surveys to align with your brand identity. Customize themes, colors, and fonts to create a seamless user experience that reflects your business.
- Pre-built Templates: Save time and kick-start your survey creation process with a library of pre-built templates catering to various industries and use cases.
- Real-time Reporting: Gain instant insights with dynamic real-time reporting. Visualize responses through interactive charts and graphs, making data analysis effortless.
- Data Analysis Tools: It allows you to drill down into responses, filter data, and identify trends, enabling you to extract actionable insights from raw data.
3. Typeform
Typeform reimagines surveys as engaging conversations, revolutionizing the way data is collected. With its interactive interface and creative features, Typeform invites participants into a dynamic dialogue, creating a seamless flow of questions that feel human and inviting.
Features:
- Conversational Flow: Typeform’s questions flow naturally, guiding participants through an immersive conversation that captures insights effortlessly.
- Visual Appeal: Customize surveys with images, videos, and themes, creating an aesthetically pleasing experience that resonates.
- Conditional Logic: Tailor the survey path based on answers, ensuring a personalized journey for each participant.
- Mobile-Friendly: Surveys look great on any device, offering a seamless experience for participants on smartphones, tablets, and desktops.
4. Zoho Survey
Zoho Survey emerges as a versatile cartographer, guiding businesses on a journey of understanding and innovation. With its array of features, Zoho Survey empowers organizations to chart the course of customer sentiment, navigate employee engagement, and unveil market dynamics.
Features:
- Data Mastery: Analyze responses, segment data, and unveil trends with interactive reports that transform data into actionable insights.
- Versatile Distribution: Reach your audience through various channels, maximizing participation with email, social media, and embedded options.
- 360-Degree Feedback: Gather comprehensive perspectives through feedback from peers, supervisors, and subordinates.
- Data Security: Zoho Survey prioritizes data security, safeguarding participant information, and ensuring confidentiality.
- Adaptive Question Logic: Tailor the survey experience using conditional logic, ensuring relevant questions for each participant.
5. Google Forms
Efficiency and ease. That’s what comes to our minds when we think of Google Forms. Seamlessly integrated with the Google ecosystem, it empowers users to gather insights, analyze data, and make informed decisions.
Features:
- Zero-cost Utility: The best part? It’s free! Google Forms is part of the free Google Suite, making it a cost-effective solution for individuals and businesses.
- Privacy and Control: Google Forms offers privacy settings, allowing you to control who can access and respond to your surveys.
- Real-time Responses: Google Forms provides real-time responses, allowing you to view and analyze data as it’s collected, facilitating prompt decision-making.
- Seamless Integration: As part of the Google suite, Forms seamlessly integrates with Google Drive, Sheets, and other tools, streamlining data collection and analysis.
- Multiple Question Types: Choose from an array of question types, including multiple-choice, checkboxes, and short answers, catering to diverse data collection needs.
6. SogoSurvey
SogoSurvey sculpts surveys into data collecting masterpieces. With a comprehensive suite of features, it transforms surveys into beautiful conversations, offering possibilities for engagement, adaptability, and actionable insights.
Features:
- Seamless Distribution: Reach participants effortlessly through a spectrum of distribution channels, from email invitations to social media links.
- Insightful Analytics: Unveil trends and correlations with interactive reports for actionable insights.
- Employee Lifecycle Surveys: SoGoSurvey provides a suite of employee engagement surveys, spanning onboarding, engagement, exit interviews, and more.
- Interactive Data Visualization: Transform raw data into visual stories with interactive reports that unveil trends, patterns, and correlations, facilitating intuitive decision-making.
- 360-Degree View: Gather comprehensive insights from various perspectives, empowering you to understand situations holistically and make well-rounded decisions.
There you go. These customer survey tools will help you maintain a beautiful relationship with your customer base. Explore and conquer!
Before you go, there is one thing you need to know.
Advantages of Customer Survey Tools
#1 Unearth Hidden Insights: Customer survey tools reveal what customers really think, helping you uncover valuable insights.
#2 Sharp Strategy Building: Craft focused strategies using survey data, ensuring you meet customer needs effectively.
#3 Connect with Customers: Survey tools enable you to understand your customers’ language and tailor your offerings accordingly.
#4 Navigate Market Trends: Stay on top of market trends and seize new opportunities with the help of survey tools.
#5 Test and Refine: Validate your ideas before launch, saving time and resources by refining your products based on feedback.
#6 Listen and Learn: Embrace customer feedback to build strong relationships and loyal customers.
#7 Increased Returns: Enhancements driven by survey insights attract more customers and boost your ROI.
#8 Plan Ahead: Gain a glimpse of future trends and demands, allowing for proactive planning.
#9 Stay Ahead of Competition: Leverage survey insights to outpace competitors and stay ahead in the market.
#10 Shape Your Brand: Fine-tune your brand image and messaging based on customer feedback.
Conclusion
That’s about it. Now you know why you need customer survey tools in your everyday professional life. These tools are more than just surveys—they’re like a compass, showing you the way to better decisions, happier customers, and a thriving future.
So, whether you’re a small startup or a big corporation, remember the impact of these tools. They’re here to steer you in the right direction, and help you navigate the challenges and opportunities that lie ahead. And before you go, make sure you give SurveySparrow a try. You don’t even have to give your credit card details!
