At the bottom of every order confirmation page, the customer has the option to fill out a customer survey. This customer survey is a short way for customers to convey how satisfied they were with their shopping experience and for you to gain valuable information. The survey asks customers to rank their satisfaction in a number of areas, using a simple 1-5 rating scale. The survey addresses 9 areas of your ecommerce site: product selection, product information, product prices, ease of ordering, website usability and search navigation, shipping and delivery options, payment methods, customer service, and overall shopping experience. The customer simply clicks the appropriate button to give these areas a score from 1 to 5. They can then answer “yes” or “no” to “Will you return to our website for future purchases?” At the bottom of the survey, the customer is invited to include any other comments or suggests.
A customer survey is a valuable tool. It increases customer satisfaction by inviting them to share any complaints or dissatisfactions they had. It also provides you with valuable information that you can use to improve the customer experience in the future. If multiple customers give a low rating to one particular area, you know that you need to improve that area. You can also receive interesting insights through customers’ suggestions and comments. If you pay attention to the feedback you receive from customers, you can always make your site better and ensure that customers feel appreciated. You’ll be able to use this information to make your site as easy to use as possible, helping to keep your customer retention rates high.