You're ready to launch your first in-app survey (with an amazing solution like Screeb)? Great! But before learning so much from your users feedback, we wanted to share a complete checklist to help you build the perfect survey.Because if asking questions is something we do everyday with our friends, family or colleagues, asking the right questions to our users can be more difficult.
1️-Have a clear goal in mind
To know which questions to ask, you first need to know which answer you want to get. Do you want to know how happy your users are? How they measure the quality of their onboarding experience? Detect a missing feature? Be clear about that and it will help you identify the right questions to ask.
We've built more than 30 templates in Screeb to help you and give you inspiration! Use them or start from scratch, but with a clear goal in mind.
2️-Ask questions as you would in real life
The people you want to ask questions to are not simply users. They're real persons! So stop sending boring, too long and not engaging surveys. Think about how you would like to receive questions. The survey experience should be at the same level as your product experience you deliver to your users. Use the tone of voice of your brand and make questions more natural.
3️-People's time is precious
We all have busy lives and you don't want to waste your users' time. So make sure your survey is short and concise. We recommend no more than 5 questions. As per our data, we know that when we respect that, people respond in less than 90 seconds and have a great experience. This is key for encouraging them to respond to new survey in the future.
4️-Make your surveys more personal and emotional
Add a human touch to your survey by adding a profile picture, a name and a job title. This helps create trust with your users and increase their engagement. Knowing that someone is behind the survey will also encourage them to respond more.
Here are some example from our Screeb Customer Club:
5️-Your users are people, not just ID
Use your users properties to your survey, to customize the experience. First name, last name, account plan, company name... anything you know about your users can be added to your questions for them to feel more unique. And the impact on response rate is huge!
6️-Target the audience you need feedback from
To maximise the success of your survey, you need to ask the questions to the right persons. Sometimes, you might want to ask questions to all your users, to collect NPS for example, but when it's about collecting more precise product feedback or understand the adoption of a feature, you'll want to be more specific.
Build a targeting strategy based on your users' properties (plan, mrr, type of account, etc) and/or based on their activity on your product. To do that, you can use our properties function or our event tracking capacities!
7️-Display the survey at the right moment
In addition to targeting groups of users, you should also think about when, during their journey, the survey will be displayed. Is it on specific URL, on a specific device, after X seconds spent on the page, etc? Is it a one-off survey, or do you want to ask the same questions every X days?
Use our User Segmentation feature to choose the right moment and be sure to have a maximum of responses.
8️-Make your feedback actionable in your daily stack
For a feedback to be useful, it has to be shared and pushed where you'll act on it. So connect your survey with your daily tools like Slack (to be notified when you'll have a new response), Productboard (to link your feedback to your next features and help you build your roadmap), Salesforce (to add the last response to your customer's profile) or to Intercom (to create a new conversation after a bad feedback).
If people give you feedback it's because they expect you to react. So don't keep their suggestions in Screeb or in an Excel file. No follow up and no action is one of the main reason people don't answer to surveys anymore. Don't be like that with your users.
9️-Analyze the responses on a weekly basis (at least!)
This is the last part of the process: once people replied to your survey, you'll need to read their answers, process them, analyze them understand how they can help you to improve your product.
Export data in CSV to crunch them in other tools. Share data to other teams. Follow up with your users to dig deeper into their responses. Collecting feedback is only the beginning!
🔟 Enjoy the opportunities in front of you
Have a coffee, relax and enjoy the results of your hard work with this first survey. With all the advice I shared with you in this guide, you may have a response rate as high as 60%. That's the average for the Screeb users. Some of them go even higher. What will be yours?