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Intercept Survey
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Knowing what your potential customers think about your business is the basic requirement of any successful business. This is where Intercept Surveys come to help.
Intercept Surveys are a method of marketing research to gather feedback from your customers while they are engaging with your product or service. It provides you insight into what works for your customers, their pain points, and what motivates them to buy from you.
Intercept Survey is an onsite feedback tool traditionally used to gather feedback from customers at restaurants, shopping malls, stores, etc. However, now it has transitioned to e-Commerce platforms and is known as Website Intercept Surveys.
- For the traditional type of Intercept Surveys, interviewers are placed around the business they are surveying. The interviewers ask the customers who are entering or exiting the business to participate in a short survey.
- Website Intercept Surveys are designed to ask website visitors for feedback while they are engaging with the website.
You can use any type of question pattern, closed-ended, open-ended, rating, etc. The questions are aimed to ask about website usability to customer’s behavior and intent. The collected insights can be utilized to develop marketing strategies to improve sales, customer experience, etc.
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How Intercept Surveys can help you?
Intercept Surveys can help you understand the online behavior of your potential customers. Managing an online business can prove to be a challenge when your business depends upon customer’s online experience, website traffic, subscription rate, etc. So, here are some ways you can benefit from Intercept Surveys.
Real-time Responses from Visitors:
By using Intercept Survey you ask your customers for feedback when they are interacting with your website. This means that you get their response when they are living through their website/service experience. When you allow visitors to participate in the survey right when they are interacting with your business you increase the possibility of receiving honest and accurate feedback.
Target all Demographics:
Intercept Survey aims to target customers from all demographics. It ensures that all website visitors or app users get an equal chance to participate in your survey. It creates an effective and efficient path for your brand to reach all customers whether they use an app or website.
This prevents the chance of sampling bias or non-response error that may cause trouble in the survey result. This makes Intercept Survey a safe choice of survey method.
Increases Response:
Intercept Survey targets all customers as already mentioned. I target any and all the audience who visit your website or use the applications. Unlike email surveys which can only target those customers whose contact details you have in your system. Website Intercept Survey shows the survey to anyone who visits your website or engages with the apps.
Moreover, using pop-up for Website Intercept Survey proves to be a strong call to action. Website visitors are more likely to participate in the survey when their experience is fresh in their minds. The pop-up gives the Visitors the choice of taking or leaving the survey.
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Examples of Intercept Survey
Website Satisfactions: Visitors’ opinion on the website layout, content provided, and branding of the business.
Usability: Opinion on the ease to navigate through the website or the features of new products they used.
NPS: Ask visitors if they would recommend you to others. Also, measure customer loyalty.
Customer Satisfaction: Ask customers how satisfied they are with their purchase, the website/app layout, your customer support agents, etc.
Exit Survey: Ask website visitors why they are leaving the website/app before they do.
Cart Abandonment: Ask customers why they are not making the purchase. Ask for the reason for abandoning the product in their cart and not completing their purchase.
Demographic: Ask visitors demographic information. Creating a customer persona with the information will help provide an improved customer experience.
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Take a look at the survey templates below to see how Voxco surveys look on any device. See all possible question types on Voxco.
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Questions you can use for Website Intercept Survey
- What product or service did you purchase/use from us?
- How did you find out about our brand website?
- How satisfied are you with your website experience?
- How likely are you to recommend our brand to a friend or family?
- What was your purpose for the visit today?
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Solutions for Intercept Survey
There are many ways you can set up your Website Intercept Survey for collecting your visitor’s feedback.
Pop-ups: Can be configured so that it appears anywhere on the website. You can configure it to appear at certain points in the customer journey.
On-Page: Unlike pop-ups, these intercept surveys appear at the corner of the website. They do not suddenly appear. The customers can choose to initiate the survey to provide their feedback if they want.
Exit Surveys: These are pop-ups as well but set for post-purchase surveys. They appear when a visitor is leaving the website.
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Drawback
One of the major complaints regarding the Intercept Survey is related to the Pop-up survey solution. Visitors often get frustrated by the pop-up that appears suddenly while they are browsing through the website. It feels intrusive and disturbs the attention of the visitor.
- However, the solution is created by an intercept surveying tool. The tools have created more passive pop-ups. This means that the pop-ups appear only at some chosen times during a customer’s online journey and prevent any disruption even when they appear on the website.
Also, Intercept Surveys are usually very short. They are usually made of 10 questions to increase the engagement rate. However, because of this, you cannot collect in-depth information from your customers.
- The solution for this is a follow-up survey. If you want to ask more questions to your website visitors create another survey and offer an incentive for participation.
To push your business forward you need customer’s insight about your business. Intercept Surveys are the popular on-site method to gather customer feedback about their experience, their behavior, and their opinion on our business.
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FAQs
An intercept Interview is a type of location interview. Interviewers approach customers in high-traffic locations like shopping malls and ask them questions related to the survey goal.
Customer Intercept Surveys refer to the interviews taken when customers are interacting with the product or service of the brand. The aim is to gather customer’s feedback on their experience, brand performance, etc.
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