Unleashing the Full Potential of Free Survey Programs in Your CX Strategy

In the world of customer experience (CX) management, you don’t always need a massive budget to run a robust program. Free survey programs offer a compelling solution to collect, analyze, and act upon valuable customer or employee feedback without breaking the bank. It’s all about achieving an impressive return on investment (ROI) while keeping costs in check.

4 Ways to Harness the Power of Free Survey Programs:

  1. Elevate Your Branding: Incorporating your brand identity into surveys is key. With free survey platforms, you’ll sometimes find some branding constraints. Still, there are clever ways to make your surveys clearly represent your organization:
    • Add Visual Elements: Incorporate your logo and select one or two primary brand colors. These subtle visual cues should enhance the survey experience without overwhelming respondents.
    • Embrace Your Brand Voice: Maintaining your unique brand voice while crafting survey questions. It doesn’t have to sound overly formal; simply avoid biased questions and stay true to your usual communication style with customers.
    • Enhance the “Thank you!” Page: After submission, take advantage of the “Thank you!” page. Redirect respondents to a relevant webpage, offer a referral link, or provide your support team’s email address. Make this step more personalized based on the respondent’s feedback score.
  1. Collaborate with Your Team: The real value of feedback comes to light when shared, discussed, and acted upon with your team. Engaging your team in the survey process helps cultivate a robust feedback culture:
    • Invite Key Stakeholders: Ensure that essential team members have direct access to your survey program. This allows them to review individual feedback, analyze responses, and even make necessary edits.
    • Set Up Alerts: Use automated alerts to notify specific teams when relevant responses come in. By routing feedback to the right places, you can address issues promptly. For instance, you can set alerts to notify your support team when CSAT scores provided by customers range from 1-4.
    • Integrate with Team Communication Tools: Streamline feedback visibility by integrating survey responses with team communication tools like Slack. With real-time notifications, your team can assign follow-ups, brainstorm improvements, and celebrate successes all in one place.
  1. Enhance Survey Analysis: A common misconception is that free survey platforms lack powerful survey analysis features. However, you can glean impactful insights from your data with the right approach:
    • Capture Relevant Properties: Enrich your response data by grouping and segmenting feedback according to respondent properties, such as customer type, purchase history, or agent name.
    • Consider Time Frames: Rather than scrutinizing feedback scores daily, focus on longer periods, like 30 days. Comparative data month-over-month, quarter-over-quarter, and year-over-year provides more meaningful insights.
    • Tap into Open-Ended Feedback: Often, the most valuable insights are hidden within the open-ended comments left by respondents. Consider setting up weekly digests of these responses, so you can quickly dive into any emerging trends or interesting patterns.
  1. Embrace Automation for Efficiency: A well-chosen survey platform can significantly enhance efficiency and save time:
    • Choose User-Friendly Platforms: Opt for user-friendly survey platforms with automation features to simplify the survey process.
    • Enjoy Seamless Integration: Native integrations and robust APIs streamline the process of scheduling and automating surveys, saving both time and money.

 

Leverage Freshsurvey for Comprehensive CX Management 

Now, you might be thinking about how to access a user-friendly survey platform that goes beyond the basics. That’s where Freshsurvey comes into play. Freshsurvey offers a broad range of capabilities that encompass all the strategies mentioned above:

  • Complete Branding Control: Freshsurvey enables advanced branding elements while simplifying the survey experience.
  • Team Collaboration: Invite and involve key stakeholders, set up alerts, and streamline the feedback process with Freshsurvey’s intuitive features.
  • Powerful Survey Analysis: Make data-driven decisions by efficiently extracting insights from your survey responses.
  • Automation for Convenience: Save time and resources by automating the survey process with Freshsurvey’s easy-to-use platform.

 

Our Two Cents

Unleashing the potential of free survey programs in your CX strategy can revolutionize your feedback management without stretching your budget. Effective implementation of these strategies can ensure a substantial ROI from your CX efforts.

 Remember that, with platforms like Freshsurvey, you have a comprehensive solution that covers all your needs. 

Discover how Freshsurvey can help you elevate your CX program and deliver exceptional experiences to your customers and employees, all while keeping costs in check.