9 Best Practice Articles from the Delighted Blog
In this article:
- Email digests: The easiest way to stay on top of feedback.
- What is nonresponse bias and how to reduce it with 6 survey tips.
- What’s a Likert scale and how can you use it to better understand your audience?
- Customer journey map: The key to understanding your customer.
- 5 popular ways to use 5-star surveys.
- 52 popular customer satisfaction survey questions by customer journey.
- Qualitative vs. quantitative research: What's the difference?
- Avoiding biased questions: 7 examples of bad survey questions.
- 10 best product survey questions for product managers to gather customer feedback.
1. Email digests: The easiest way to stay on top of feedback
Recent data from the XM Institute shows that consumers are 2.6x more likely to purchase after a 5-star experience than after a 1- or 2-star experience. What’s more, they’re 3.7x more likely to recommend a company after that 5-star experience.
This report makes clear that staying on top of your feedback and taking action really matters! Let Email digests help on a cadence that works for you—daily, weekly, or monthly.
Learn to set up and schedule multiple Email Digests in our Help Center.
2. What is nonresponse bias and how to reduce it with 6 survey tips
Nonresponse bias happens when a respondent does not respond to a survey question because they are unable or do not want to complete it.
Nonresponse bias can make your survey less accurate and lower response rates.
In this post we break down nonresponse bias and show how you can boost your response rate with 6 easy-to-implement tips.
3. What’s a Likert scale and how can you use it to better understand your audience?
A Likert scale measure attitudes, perceptions, and opinions.
Whether you’ve received an email asking “How satisfied are you with your transaction?” or “How likely are you to return?” chances are you were responding to a Likert-scale question. (Note: Delighted's 5-star surveys are scored as Likert-scale questions. You may want to give them a try!)
In this post we'll learn more about Rensis Likert's famous scale.
4. Customer journey map: The key to understanding your customer
Understanding every customer’s experience at each stage of their journey is crucial for turning business insights into improvement strategies.
A customer journey map can help you visualize how customers feel at key touchpoints so you can avoid potential issues ahead of time and make the best decisions.
Learn how to implement a cost-effective customer journey CX program in this article from our Admin training series.
5. 5 popular ways to use 5-star surveys
5-star surveys are universally recognized. Why are they so popular? They’re easy to make, simple for respondents to understand, quick to take, and even translate across languages.
We’ve gathered the 5 most popular ways customers use the fun and intuitive survey method.
Note: Delighted's 5-star surveys are scored the same as Likert-scale questions to reduce bias.
6. 52 popular customer satisfaction survey questions by customer journey
A landmark study found that 80% of 362 companies surveyed thought they provided a “superior experience,” but only 8% of their customers agreed.
That huge disparity highlights how sorely companies can miss the mark.
A key way to close that gap is to ask for feedback with customer satisfaction surveys. But when do you ask? And what questions should you use?
7. Qualitative vs. quantitative research: What's the difference?
Quantitative research focuses on numerical data (e.g., statistics), while qualitative research focuses on non-numerical data, such as text responses.
Quantitative research methods allow you to collect and analyze data to test hypotheses; qualitative methods allow you to understand experiences.
Both are valuable and can be used in conjunction to better understand your target audience.
8. Avoiding biased questions: 7 examples of bad survey questions
Poorly crafted survey questionnaires are a problem as they result in unreliable feedback and a missed opportunity to understand the customer experience.
This post identifies 7 stumbling blocks, that if avoided, will preserve the reliability of your results and curb bias. Examples include leading, loaded, and double-barreled questions, the use of jargon, double-negatives, poorly written answer choices, and poor formatting.
9. 10 best product survey questions for product managers to gather customer feedback
Product surveys can be used to understand customer needs and wants, and to gather feedback on product design, function, and market fit.
Product survey questions should be simple and easy to answer.
This post provides 10 examples to help you elicit valuable data from your customers.