In this guide, you will find an overview of best practices that will help pave the way for you to increase your success when using Qualaroo. The following suggestions mentioned in this article will help you with the types of questions that can increase your response rates as well as the value of the insights you gain. In addition to these suggestions, our doors are always open to chat about the best ways to get the most out of Qualaroo based on your specific use case.
Identify Your Goals
Before you create your first survey, consider your current goals. A helpful way to review your goals is to reflect on what you want your end result to be. Use your goals to guide your questions and what areas to focus on.
- Assessing Find-ability: Did the user find what they were looking for when they came to your site.
You may ask:
- Were you able to find what you were looking for?
- For those who answer no: What were you looking for but could not find?
- Assessing Usability: How easy (or difficult) was the task to complete
You may ask:
- Were you able to accomplish your goal today?
- How easy or difficult was it for you to complete your task today?
- Understanding Likelihood to Recommend with Net Promoter Score
You may ask:
- How likely is it that you will recommend our company to a friend or colleague?
- Branching with separate follow-up questions for each detractor, passive, and promoter to learn the reason for response.
Keep it Simple!
Brevity should be a key goal in your survey design and long-winded questions and answer options should be avoided.
General guidelines we recommend when writing questions for your survey:
- Be concise when writing questions. See our template library.
- Ask one question, collect feedback, then ask another question. It's better to err on the side of caution by asking too few questions, rather than too many.
- Consider allowing visitors to opt-in. In the circumstance of optimizing your website, it may be beneficial to have a qualifying screen that allows visitors to opt-in to take a survey. This will help define problem areas before presenting them with a question with a free-form response.
Avoid the following:
- Showing too many surveys to the same user
- Asking complicated or indirect questions
- Asking too many questions in one survey
Take an Iterative Approach to Surveys
If you want to change any wording, targeting or anything else on your survey please do the following before making changes:
- Temporarily Deactivate your nudge
- Clone the survey from the 'more' dropdown per nudge
- Then make your changes on a new survey
We outline the recommended iterative approach in this help article to help optimize your response rate and quality of insights.
Where to start?
Don’t quite have a plan of which answer types to use? We recommend using radio button, single answer selection as a go-to when in doubt. By starting with radio button you can then branch to open-text for qualitative feedback.
If you are interested in utilizing NPS/CSAT as a benchmark heuristic with Qualaroo to understand trends over time as well as identifying strengths/room for improvement, it is helpful to identify a surveying interval that works best for your business goals.
Net Promoter Score (NPS)
The Net Promoter Score (NPS) is a measure of the likelihood of your customers to recommend your product or service to their friends, colleagues and others in their network. The general rule of thumb with Qualaroo NPS surveys is to only ask one question with one follow up question.
Customer Satisfaction (CSAT)
Customer Satisfaction score can be identified by how satisfied a customer is with a product or service. Scale of 1-7 or 1-5 to find the average scores across users gives average satisfactory measurement.
Please see our complete list of answer options and how to use them in this help article.
Use the data you received for the responses you get!
Qualaroo should be part of an ongoing strategy to learn why your visitors do what they do, whether it's for voice of the customer, conversion rate optimization, testing your prototype or market research. We recommend building different questions into a regular process of gathering user feedback, and have a clear plan for how you will use the information you collect to improve your projects and business initiatives.