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Website Feedback: The Omnipresent Nudge of Modern Marketing | SoGoSurvey

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Sogolytics
Sogolytics

So much depends on your website. How well is it delivering for you? Website feedback surveys, chat, pop-ups -- the answers you collect from website visitors and insights from their behavior can power a more streamlined customer experience. Ensure you're meeting expectations and not accidentally tripping up prospects on their way to becoming customers. Reduce churn, grow revenue, and boost loyalty -- all by building a better understanding of your visitors' needs.

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Website Feedback: The Omnipresent Nudge of Modern Marketing
What is website feedback?
• Website feedback – no surprise – is feedback collected from those who visit or use your website. 3
4 • When combined with web analytics, visitor feedback can enrich the customer journey by converting prospects into paying customers.
• Website feedback can play a major role in strategic planning to grow customer retention and loyalty while reducing churn. 5
Is it worth it?
• Implementing a website feedback system takes some work, but the alternative is guesswork – and guessing wrong has consequences. 7
8 • Dissatisfied customers complain to others – and disappear without explaining their reasoning to you. • To start the conversation, make it easy for visitors to share their thoughts.
• In the digital era, poor customer experience is often a result of a poor digital experience. • Your website is a smart starting point to build a stronger customer journey. 9
10 Drive improvements: • Know what’s slowing down or derailing the buying process. • Pave a smoother road ahead, converting complaints into referrals. • Churn converts to retention, customer loyalty trumps customer abandonment.
Tools and Types of Website Feedback
www.SoGoSurvey.com 12 • An embedded survey is one of the best and most common ways to grab your audience's attention. Embed A Survey
• A few advantages: • A pop-up means easy visibility. • It’s short and easy to respond to in seconds (1 – 3 questions max). • It’s anonymous. 13
14 • Simply including a website feedback survey conveys to visitors that their opinions are valued. • Consider allowing your visitor to answer both simple yes/no questions and an open-ended question that allows them to express their full thoughts.
www.SoGoSurvey.com 15 • Use the feedback button as an easy nudge way to encourage visitors to give you website feedback. Insert A Feedback Button
16 • Instead of a highlighted link that says CONTACT US, consider something like TELL US WHAT YOU THINK. • Clicking on the button can lead directly to a pop-up survey to collect instant feedback.
www.SoGoSurvey.com 17 • Live chat is a convenient and increasingly popular method to understand visitors' needs and respond in real time. Use Live Chat
• AI chatbots and call centers are making chat options more versatile and affortable. • Evidence shows that chat can help remove hesitancy and increase sales, as well as identifying issues or roadblocks in your processes or resources. 18
19 • However, if you don't have the capacity to fully support your chat capabilities or your team isn't prepared, don't rush it. • Rather than introducing a potential pain point in your customers' experience, roll out chat thoughtfully. You may choose to start on limited pages, like a pricing or checkout page.
Use Incentives to Trigger Website Feedback
21 • Offer something for free (e.g., a coupon or first installment), and you’ll get a reaction — as long as it represents reasonable value.
Website Feedback Survey Example Questions
www.SoGoSurvey.com 23 • Why? There may be a vital source sending you leads much of the time. Was it a social media entity like Facebook, word-of-mouth, SEO, or family and friends? • To whom? Ask the question of new and seasoned customers alike. It’s first-time visitors that generally give you the best responses. How did you get to us?
www.SoGoSurvey.com 24 • Why? There’s nothing like getting a first impression reaction as an anchor piece for website feedback. Is the brand image resonating out of the gate? • Where? Place it on a pillar page. • To whom? If possible, show this question to first-time visitors only. What first struck you when visiting us for the first time?
www.SoGoSurvey.com 25 • Why? Find out if something's obstructing the buers' journey. This question is an excellent way to find out. • Where? Post this question on the page where prospects subscribe for free but haven’t committed to purchasing yet. Read the blog for more... Was there something still in the way of you buying?
www.SoGoSurvey.com 26 • Why? This question (Net Promoter Score) is the no-frills acid-test question that encourages honest, direct feedback. responses. Results lead directly to identifying Detractors, Passives, and Promoters – and understanding if your CX has traction. Read the blog for more... How likely are you to recommend us to a friend or colleague?
www.SoGoSurvey.com 27 • Why? These questions can stand alone but are helpful elements in a solid website feedback survey. The goal here is to find out how well you're aligned with visitors' expectations. Read the blog for more... Is there anything not on this page you’d like to see? Is there anything on this page that you found not useful?
www.SoGoSurvey.com 28 • Where? Position this on “Products & Services” landing pages. • To whom? These questions target returning visitors, some of whom are not committed customers yet. Read the blog for more.... Tell us about other product features you would like to see in our range. What’s the most enticing quality of our product?
Final Thoughts
30 • As more and more business takes place either partly or entirely online, website feedback surveys become more and more critical.
31 • Understand the ins and outs of how your customers navigate your site and their experiences with your brand – then eliminate any choppiness to ensure smooth sailing.
Ensure visitors know you value their feedback and their experience.
Want more? Binge watch… Read the full blog… Like some podcasts!
Have we met socially?
Thank you!

More Related Content

Website Feedback: The Omnipresent Nudge of Modern Marketing | SoGoSurvey

  • 1. Website Feedback: The Omnipresent Nudge of Modern Marketing
  • 2. What is website feedback?
  • 3. • Website feedback – no surprise – is feedback collected from those who visit or use your website. 3
  • 4. 4 • When combined with web analytics, visitor feedback can enrich the customer journey by converting prospects into paying customers.
  • 5. • Website feedback can play a major role in strategic planning to grow customer retention and loyalty while reducing churn. 5
  • 7. • Implementing a website feedback system takes some work, but the alternative is guesswork – and guessing wrong has consequences. 7
  • 8. 8 • Dissatisfied customers complain to others – and disappear without explaining their reasoning to you. • To start the conversation, make it easy for visitors to share their thoughts.
  • 9. • In the digital era, poor customer experience is often a result of a poor digital experience. • Your website is a smart starting point to build a stronger customer journey. 9
  • 10. 10 Drive improvements: • Know what’s slowing down or derailing the buying process. • Pave a smoother road ahead, converting complaints into referrals. • Churn converts to retention, customer loyalty trumps customer abandonment.
  • 11. Tools and Types of Website Feedback
  • 12. www.SoGoSurvey.com 12 • An embedded survey is one of the best and most common ways to grab your audience's attention. Embed A Survey
  • 13. • A few advantages: • A pop-up means easy visibility. • It’s short and easy to respond to in seconds (1 – 3 questions max). • It’s anonymous. 13
  • 14. 14 • Simply including a website feedback survey conveys to visitors that their opinions are valued. • Consider allowing your visitor to answer both simple yes/no questions and an open-ended question that allows them to express their full thoughts.
  • 15. www.SoGoSurvey.com 15 • Use the feedback button as an easy nudge way to encourage visitors to give you website feedback. Insert A Feedback Button
  • 16. 16 • Instead of a highlighted link that says CONTACT US, consider something like TELL US WHAT YOU THINK. • Clicking on the button can lead directly to a pop-up survey to collect instant feedback.
  • 17. www.SoGoSurvey.com 17 • Live chat is a convenient and increasingly popular method to understand visitors' needs and respond in real time. Use Live Chat
  • 18. • AI chatbots and call centers are making chat options more versatile and affortable. • Evidence shows that chat can help remove hesitancy and increase sales, as well as identifying issues or roadblocks in your processes or resources. 18
  • 19. 19 • However, if you don't have the capacity to fully support your chat capabilities or your team isn't prepared, don't rush it. • Rather than introducing a potential pain point in your customers' experience, roll out chat thoughtfully. You may choose to start on limited pages, like a pricing or checkout page.
  • 20. Use Incentives to Trigger Website Feedback
  • 21. 21 • Offer something for free (e.g., a coupon or first installment), and you’ll get a reaction — as long as it represents reasonable value.
  • 22. Website Feedback Survey Example Questions
  • 23. www.SoGoSurvey.com 23 • Why? There may be a vital source sending you leads much of the time. Was it a social media entity like Facebook, word-of-mouth, SEO, or family and friends? • To whom? Ask the question of new and seasoned customers alike. It’s first-time visitors that generally give you the best responses. How did you get to us?
  • 24. www.SoGoSurvey.com 24 • Why? There’s nothing like getting a first impression reaction as an anchor piece for website feedback. Is the brand image resonating out of the gate? • Where? Place it on a pillar page. • To whom? If possible, show this question to first-time visitors only. What first struck you when visiting us for the first time?
  • 25. www.SoGoSurvey.com 25 ��� Why? Find out if something's obstructing the buers' journey. This question is an excellent way to find out. • Where? Post this question on the page where prospects subscribe for free but haven’t committed to purchasing yet. Read the blog for more... Was there something still in the way of you buying?
  • 26. www.SoGoSurvey.com 26 • Why? This question (Net Promoter Score) is the no-frills acid-test question that encourages honest, direct feedback. responses. Results lead directly to identifying Detractors, Passives, and Promoters – and understanding if your CX has traction. Read the blog for more... How likely are you to recommend us to a friend or colleague?
  • 27. www.SoGoSurvey.com 27 • Why? These questions can stand alone but are helpful elements in a solid website feedback survey. The goal here is to find out how well you're aligned with visitors' expectations. Read the blog for more... Is there anything not on this page you’d like to see? Is there anything on this page that you found not useful?
  • 28. www.SoGoSurvey.com 28 • Where? Position this on “Products & Services” landing pages. • To whom? These questions target returning visitors, some of whom are not committed customers yet. Read the blog for more.... Tell us about other product features you would like to see in our range. What’s the most enticing quality of our product?
  • 30. 30 • As more and more business takes place either partly or entirely online, website feedback surveys become more and more critical.
  • 31. 31 • Understand the ins and outs of how your customers navigate your site and their experiences with your brand – then eliminate any choppiness to ensure smooth sailing.
  • 32. Ensure visitors know you value their feedback and their experience.
  • 33. Want more? Binge watch… Read the full blog… Like some podcasts!
  • 34. Have we met socially?