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Reinventing HCAHPS surveys to improve patient experience

The current crisis has forced healthcare organizations to adapt overnight to deliver patient-centric care. While telehealth or video conferencing solutions have replaced the conventional in-person appointments, healthcare providers need to keep their patients updated with medical advice that is easy-to-understand. 

The biggest challenge that most of the healthcare providers are facing is - How to successfully manage the patient experience in these uncertain times? How to effectively capture the patient feedback and drive improvement by acting upon it? Let’s take a look:

 

Why HCAHPS surveys matter?

Designed specifically to measure patient feedback, HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) surveys help to gain insights into the patient’s experience with the care they received at a hospital. Consisting of 32 questions, these HCAHPS surveys enable the Patient Experience Leaders (PELs) to effectively understand their patients' perspectives with robust and actionable feedback. Moreover, the HCAHPS survey results are publicly reported which empowers individuals to make informed decisions related to healthcare (like choosing a hospital for them).

Why do organizations need to go beyond HCAHPS?

While HCAHPS surveys have effortlessly captured patient experience since their inception, they have not kept pace with the technological developments that are important to most patients nowadays. With the shift in patients’ expectations, it’s time to revamp the HCAHPS surveys for improving the patient care experience. Here are some factors why HCAHPS surveys need to be overhauled:

Lack of digital modes

The absence of digital survey modes (like emails or mobile applications) in HCAHPS surveys acts as a hindrance in capturing patient experience. As these surveys are available in IVR, phone, and physical mail only, it becomes difficult to reach out to patients from minority populations. In fact, the lack of digital modes makes HCAHPS surveys incapable of capturing feedback from younger patients, mainly millennials. Leverage Voxco’s omnichannel survey solutions for transforming every touchpoint into positive patient experience.

Delay in feedback

After getting discharged from the hospital, an HCAHPS survey is shared with the patient in between 48 hours to 6 weeks and the submitted responses then take 9 to 21 months to reflect on the hospital's portal. Ideally, the survey should be shared with the patient at the time of discharge to gain real-time insights into the patient's experience. Also, the time lag between submission of the survey and public reporting needs to be reduced to make the data more relevant & useful.

Length & language of the survey

The response rate of HCAHPS surveys has fallen with time as most of the patients get frustrated with its length and the language of the questions asked. While the validity of a survey gets eroded with lower response rates, it's essential to keep the surveys short and engaging. The addition of supplemental questions by hospitals (for improving internal quality) might result in the falling response rates, investing in non-HCAHPS surveys could help to track additional patient metrics. Use Voxco's multilingual non-HCAHPS web surveys to tide over such limitations.

Changes in patient preferences & hospital models

The advancement of technology in healthcare has completely transformed patients’ choices and expectations. In today’s time, most of the patients prefer to switch hospitals due to poor digital communication with their health professionals.
As patients come across many health professionals during their period of hospitalization, it becomes confusing for them to understand who is a doctor, a physician, a nurse, or an assistant. This makes it difficult to capture patient experience accurately while making the HCAHPS scores less relevant. 

When it comes to improving patient care experience, HCAHPS surveys need to be re-evaluated and updated with time for staying relevant to both patients and hospitals. Need patient experience solutions that can help you with HCAHPS surveys & more? Click here to book a demo! 

How surveys in financial institutions help drive business growth

As the uncertainty caused by COVID-19 will exist for the foreseeable future, banks and financial institutions need to stay vigilant until a path to normalcy emerges. By catering to customer needs, motivating employees, and analyzing the operational and risk compliance implications, the finance sector can successfully facilitate its return to stability. Here’s where a question arises - How do banks and capital markets maintain operational resilience even during the pandemic? 

Adding competitive advantage with CX and EX

During uncertain times, customers matter more than ever so delivering superior customer experience (CX) can empower financial services businesses with enhanced customer loyalty as well as market revenue. Likewise, focussing on employee experience (EX) can help businesses sustain employee engagement to strengthen organizational culture even during the pandemic. So, leveraging EX playbooks for achieving CX excellence can be the best way to infuse organizational agility.

Treating your employees nice will go a long way. As exceptional EX enhances the productivity of the employees, it uncovers their full potential which helps them drive business value. Enable your employees to make significant changes to the work arrangements and provide full support for it. By doing so, they will be able to seamlessly cater to the customers while fulfilling their family responsibilities.

In most countries severely hit by the pandemic, the role of the finance sector has become even more crucial. While customers are dealing with the loss of jobs, disrupted revenue, and fewer sources of income, financial businesses need to focus on elevating their customer experience (CX) for helping their customers deal with temporary difficulties. Providing necessary support & forbearance and meeting the “liquid” expectations of the customers will help build trust at an individual level. 

How Finance Surveys can help?

Given the current situation of the COVID pandemic, finance surveys are the best way to understand how people are weathering through the crisis. A finance survey helps you explore the key drivers behind customer experience while empowering your employees to get a unified view of the customer journey. 

To monitor and manage their customers well, banks and financial institutions need to invest in customer experience which can be achieved using finance surveys. Here’s why you need to consider finance surveys for your business:

Customers prefer personalization

While the customers' relationship with their financial services provider is purely transactional, offering personalized experience to the customers can make them stay longer with the same bank. Using finance surveys can help you gain a true, 360 view of your customers. This lets you cater to them personally which promotes client loyalty and boosts revenue growth.

Brand perception is crucial

Being an important aspect of the business, customer service plays a pivotal role in overall brand perception. Most customers tend to cut ties with its financial service provider due to poor customer service, including finance surveys can empower the customers to solicit their open & honest feedback. This lets you serve them better which enhances your brand value. 

For instance, conducting finance surveys to track bank customer service, can help you gather customer feedback which ensures a convenient banking experience to all your clients. In the case of personal finance, these surveys can help you gain in-depth insights into the financial health of your customers and their spending habits too.  

Use Voxco's omnichannel finance survey solutions to fully understand your customer issues, align your employees, and pinpoint growth opportunities even in turbulent times. 

 

How to make the most of your online surveys?

As channels for gathering feedback from customers and employees, online surveys play a vital role in the organization's growth. By gaining insights into how people think, act, or feel, businesses can track their performance, enhance their services, and develop new products too. Whether you're doing market research, testing an idea, or merely running a poll, an effective online survey is all you need to collect actionable insights.

Principles behind great surveys

While surveys can help you foster closer ties with customers or employees, it is important to build surveys that are clear, concise, and engaging. Let’s dive deeper into the principles behind great surveys: 

  • Surveys are for respondents
    On visiting your website, most visitors have some goals in their mind that they want to accomplish. The idea is to offer surveys that are customer-focused so that people don't find it difficult to answer your questions while working on the tasks at hand. Adding answer options that are collectively exhaustive & mutually exclusive can make your surveys painless for the respondents.

  • Surveys reflect your brand
    Considered as effective channels of communication between customers and the company, online surveys are the sobering mirrors of the brand that send them. Using impeccable grammar, spelling, and formal tone can help ensure you represent your brand in the best way possible. Also, adding irrelevant topics (that are not related to your products/services) to the survey affects your company standards.

  • Clarity and precision are key
    Adding context to clarify your survey questions enables respondents to understand what you mean. Stacking multiple aspects in a single question or using terms that are not so precise will make your survey ambiguous. Decoupling concepts in your survey can help you sidestep such pitfalls.  

Designing surveys that perform well

To ensure your online survey is suitable for the respondents, you need to analyze the fundamentals of survey design. As your survey's design can make or break its performance, here are some steps that can ensure your survey design is on point:

  • Analyze your objectives
    Start by setting up your goals, i.e. what do you want from this survey, how will it add value to your brand? This benchmark will prevent you from losing sight of your survey’s purpose while helping you visualize the results too.
     
  • Set your priorities right
    Once you review and finalize your goals, you can shortlist the content and frame up the survey questions accordingly. While setting up a survey, you need to include questions based on priority. Also, it’s important to check if people are comfortable answering each question.

  • Extract information with the right question types
    As respondents are going to interact with your brand through surveys only, it's essential to include questions that provide the best information. You can use dichotomous (yes/no), rank order, open-ended text, multiple-choice questions as per your choice. 

  • Road-test and Revise
    Before you begin with distribution, you should pre-test your survey to discover the required gaps. Getting feedback from a group of testers can help you realize the areas of improvement and make revisions.

Best practices for online surveys

While the popularity of online surveys has propelled people to create surveys for their business, building a successful online survey is not as easy as it seems. Let's consider some best practices that could help you make the most of your online surveys:

  • Keeping it simple
    Using extremely wordy or confusing questions can irritate your respondents and they might quit your survey. Adding simple questions that are easy to understand will fetch you accurate results from your clients. 

  • Using close-ended questions
    While setting up your online survey, it's great to include close-ended questions (that have pre-determined answers). These questions are easy to respond and produce quantitative results as compared to open-ended ones which take time to fill out and analyze too.

  • Utilizing scale questions
    Playing a pivotal role in research, scales help to gauge the direction as well as the intensity of your respondent's opinion. Including a 5 or 7-point response scale with opposite extremities can help you extract detailed information without using open-ended questions.

  • Backing up your survey
    As data loss can occur anytime, it's recommended to create a backup copy of online surveys and their responses regularly. After you're done with the backup copy, you can delete old surveys that are not receiving responses anymore.

Increasing your online survey response rates

  • Know your customers well
    Before you begin with the survey process, it's important to fully understand your customers. Ensure the correct contact information of your respondents before surveying as it helps to increase the response rate of your surveys. Also, appreciate the customers for their valuable participation.

  • Value the time of your customers
    As most of the customers would not like to engage in surveys that are too long or irrelevant, you need to be considerate of the respondents' time. By giving your customers an estimated time of survey completion, you can convince them to participate in the surveys. Also, keep the duration of your surveys up to 10 mins only (or 15 mins max). 

  • Use an omnichannel approach
    There's no denying that sending surveys via email is the best way to reach out to respondents. But to pique the interest of your target audience, you can conduct the surveys via phone, or post it over social media channels too. This way you can generate curiosity among your respondents and they will end up completing your survey. You can use Voxco's omnichannel survey software to reach your respondents anywhere, anytime.

Sind einfache Befragungen besser? Ja. Und nein.

Teil 1: Mehr Engagement = bessere Ergebnisse

Die Befragten lieben einfache Umfragen. Aber unter der Oberfläche sollten Ihre Umfragen alles andere als einfach sein. Die Geduld der Befragten ist zu jeder Zeit gering, wodurch die Abbruchquoten steigen, wenn die Umfragen zu lang, zu plump, zu langweilig oder zu irrelevant sind. Als Folge ist der Trend der heutigen Umfragen: je einfacher, desto besser.

Aber es gibt wesentlich mehr als Einfachheit und Kürze, um die Befragten anzusprechen. Die Befragten geben eher mehr Antworten, bessere Antworten und fühlen sich vertrauter mit Ihrer Marke, wenn Ihre Umfrage sie wirklich anspricht (solange Sie die Grundlagen von „kürzer“ und „süßer“ respektieren). Machen Sie Ihre Umfragen jedoch nicht zu einfach. Denn Sie können beides haben.

Schauen wir uns einige Möglichkeiten an, um Umfragen einfach und ansprechend zu gestalten:

Wie wird dies gemacht?

Einige der grundlegenden Vorschläge umfassen die Verwendung von visuellen Hintergründen hinter dem Fragebogen, eingebettete Multimedia-Fragen mit Audio oder Video, die Verwendung von Reglern als Zufriedenheitsskalen und Drag & Drop-Rankings für Punkt-Priorisierung. Wir stimmen zu,, dass dies wie  das 1×1 der Umfrageerstellung erscheint: Stellen Sie eine grundlegende Frage in einer interessanten, fesselnde Art und Weise.

Aber berücksichtigen Sie eine ansprechendere Weise um Standardfragetypen zu stellen. Verwenden Sie zum Beispiel die Auswahl eines Bildbereiches. Es hilft den Befragten sofort die Bedeutung Ihrer Frage zu visualisieren und macht es interessanter, diese zu beantworten. Für eine einfache Frage wie “Welche Sitzbereiche bevorzugen Sie in einem Flugzeug?”, verbalisieren Sie die Optionen (z.B. “vorne”,”Flügel”, “hinten”) und benutzen Sie die Auswahl eines Bildbereiches, um sofort zu veranschaulichen, was Sie fragen und um jede Fehlinterpretation zu vermeiden.

Die flexibelsten Versionen der Auswahl eines Bildbereiches bieten sowohl eine negative, als auch positive Auswahl, so dass eine einzige Frage zwei Einsichten zur gleichen Zeit erlangen kann (z.B. am günstigsten oder weniger günstigste Auswahl).

Kleine visuelle Scherze helfen dabei, Umfragen interessant zu machen, also ändern Sie dies im Laufe der Zeit. Die Personen heute sind visueller als jemals zuvor. Gut aussehende Umfragen erhalten im Allgemeinen höhere Antwortraten, was für Ihr Projekt bessere Daten und einen niedrigeren ROI (aufgrund kleiner Stichprobengröße) bedeutet.

Es ist einfach

Zu vereinfachte Umfrage-Tools schaffen zu vereinfachte Umfragen. Es gibt ein intelligentes einfach und ein zu einfach. Die ansprechendsten Umfragen bieten den Befragten ein ansprechendes Umfrage-Erlebnis.

Wir hoffen, Sie bekommen die Chance, sich die Voxco Online Demo anzuschauen. Sie zeigt, wie eine flexible Umfrage-Software nahtlos Grafik, Multimedia und ansprechende Fragetypen benutzen kann, um die Aufmerksamkeit der Befragten lange genug aufrecht zu erhalten, um eine vollständige Umfrage zu beantworten.

Dies war Teil 1 von 2 Beiträgen über ein einfaches Erlebnis für Befragte, während  gewährleistet wird, dass es unter der Oberfläche alles andere als einfach ist. Teil 2 erklärt, wie Sie sicherstellen können, dass Ihre Umfrage die Befragten erhört und sie nahtlos an ihre Antworten anpasst.

Sind einfache Befragungen besser? Ja. Und nein.

Teil 2: Erhören und anpassen

In dieser zweiteiligen Serie veranschaulichen wir, was eine gute, einfache Befragung ausmacht. Teil 1 beschreibt Tipps und Vorteile, um Befragungen visueller zu machen und somit das Engagement der Befragten zu maximieren. Der Schlüssel ist, dass die Befragungen an der Oberfläche einfach erscheinen sollten, aber darunter  alles andere als das sind.

Befragte interessieren sich nicht für wiederholende oder irrelevante Fragen. Sie mögen Umfragen, die so einfach wie möglich sind. Und die beste Art von einfach ist ein „relevantes“ einfach – also stellen  Sie die Fragen so, dass Sie die Situation der Befragten widerspiegelt. Hören Sie auf Ihre Befragten. Und stellen Sie dann die richtigen Fragen. Die Befragten sollten niemals eine Fragen sehen, die nicht auf sie ausgerichtet ist. Wenn Ihre Umfrage nicht wirklich ihre Befragten “erhört”, sollte sie an das laufende Gespräch angepasst werden.

Wie funktioniert das?

Conditions

Wenn die Umfrage richtig programmiert ist, können die versteckten Variablen der Umfrage 50% der Fragen berücksichtigen. Das bedeutet, dass mit der skip logic eine Umfrage von 30 Fragen auf 15 Fragen angepasst werden kann, da die Befragten in den vorherigen Fragen “erhört” wurden (oder ihre Attribute in ihrem Teilnehmerprofil).

Eine gute Umfrage-Software sollte dynamic same-page skipping oder auch same-table skipping erlauben, welches sofort auf die gegebenen Antworten reagiert. Beispiel: Wenn Frage 14 sich auf die letzte Flugreise des Befragten bezieht und der Befragte “ich bin noch nie in einem Flugzeug gereist” angibt, sollten Fragen 15 und 16 sofort verschwinden, wenn diese sich auf die Qualität der Reise beziehen. Auf diese Weise kommen die Befragten schnell auf die nächste Seite. Manuell Fragen zu überspringen oder zu wiederholen, dass Sie kürzlich nicht geflogen sind, frustriert die Befragten.

Wussten Sie, dass Sie Voxco Online auch benutzen können, um  skips basierend auf Geo-Location, Gerätetyp und Browser-Spracheinstellungen Autoprogrammieren zu können? Diese Arten von skips sind äußerst hilfreich, da Sie sich tiefer in die geografische oder technische Situation der Befragten einlassen können, da sich sofort auf Informationen basiert wird, die vor Beginn der Befragung gesammelt wurden.

Réutilisation

Das Piping nutzt alte Antworten und verwendet sie in zukünftigen Fragen wieder. Dieses Echo lässt die Befragten wissen, dass sie erhört wurden. Das kann in Kundeninformationsumfragen oder Mitarbeiterfeedbackumfragen sehr hilfreich sein, wo es wichtig ist, dass sich die Befragten bewertet fühlen.

Gute Online-Umfrage-Programme ermöglichen die Vernetzung von Bildern, numerischen Werten und Texten. Berücksichtigen Sie unseren Rat in Teil 1 und vernetzen Sie sich verändernde Hintergrundbilder mit verschiedenen Punkten in der Umfrage, basierend auf frühere Antworten. Zum Beispiel, wenn ein Befragter angegeben hat, dass sein idealer Urlaub an einem entfernten tropischen Strand sei, blenden Sie ein Strand-Hintergrundbild bei den detaillierteren Fragen zum Traumurlaub ein.

Erinnerung: Halten Sie es einfach.

Der wachsende Trend ist, dass die Befragten einfachere, kürzere Online-Umfragen wollen. Aber das bedeutet nicht, dass das Umfrage-Tool einfach zu sein braucht, sondern nur das Umfrageerlebnis sollte es sein. Also nutzen Sie  intelligente “zuhören und anpassen” Logik hinter den Kulissen, um eine entsprechende Einfachheit für die Befragten zu bewahren, während Sie Ihre potentiellen Einsichten maximieren.

Voxco Online ist die flexibelste Umfrage-Software in der Industrie. Sie kombiniert das einfache Erlebnis der Befragten mit leistungsstarker Logik und Design-Funktionen. Machen Sieeinfache Umfragen richtig!

La simplicité fait-elle la force des enquêtes ? Oui et non.

Partie 1 : un meilleur engagement, de meilleurs résultats

Les répondants apprécient les enquêtes faciles à remplir. Cependant, en réalité, vos enquêtes doivent être tout sauf simples. Le degré de patience des répondants n’a jamais été aussi faible, c’est pourquoi les taux de décrochage montent en flèche lorsque les enquêtes sont trop longues, trop maladroites, trop ennuyeuses ou pas assez pertinentes. Aujourd’hui, la tendance est donc à la simplicité.

Pourtant, la facilité et la rapidité sont loin d’être les seuls leviers qui permettent de stimuler l’engagement des répondants. Ces derniers seront plus enclins à donner plus de réponses de meilleure qualité et à avoir une vision plus chaleureuse de votre marque si votre enquête leur permet de vraiment s’investir (tout en respectant les règles de base du « plus court » et du « plus agréable »). Veillez cependant à ne pas privilégier la simplicité au détriment de l’engagement des participants : vous pouvez concilier les deux !

Voici quelques méthodes qui vous aideront à créer des enquêtes simples et conviviales :

Comment procéder ?

Utiliser des images d’arrière-plan ; intégrer des composants multimédia audio ou vidéo afin de mettre en valeur les questions ; utiliser des curseurs pour les baromètres de satisfaction ; hiérarchiser les éléments grâce à un classement « glisser-déposer » – voilà quelques-unes des suggestions de base. Il est vrai que ces approches peuvent sembler évidentes pour beaucoup, mais l’objectif reste le même : vous devez poser une question de manière intéressante et agréable.

Pour aller plus loin, imaginez une manière encore plus stimulante de poser les questions types. Vous pouvez par exemple vous appuyer sur un outil de sélection de zones d’image. Ainsi, les répondants peuvent visualiser sur-le-champ le sens de votre question et ils auront davantage envie d’y répondre. Pour une question directe comme : « Quelles sont vos places préférées dans un avion ? », vous pouvez éviter de formuler les options de réponse (par exemple, « à l’avant », « au niveau des ailes » ou « à l’arrière ») et utiliser un outil de sélection de zones d’image afin d’illustrer instantanément votre question et d’éliminer tout risque de malentendu.

Les outils de sélection de zones d’image les plus flexibles permettent de réaliser des sélections négatives et positives. Ainsi, la même question peut être traitée selon une perspective double (par exemple, sélection des options les plus souhaitables et des options les moins souhaitables).

N’hésitez pas à modifier les détails visuels au fil de l’enquête pour attirer l’attention des utilisateurs, car aujourd’hui, les gens sont plus sensibles à l’aspect visuel que jamais. Les enquêtes les plus esthétiques obtiennent généralement un taux de réponse plus élevé, ce qui signifie des données de meilleure qualité ainsi qu’un meilleur retour sur investissement (la taille de l’échantillon étant plus petite) pour votre projet.

Simplicité

Avec des outils excessivement simples, on obtient des enquêtes excessivement simples. La simplicité peut être judicieuse, mais également excessive. Les enquêtes les plus stimulantes offrent au répondant un sentiment d’implication.

Nous vous invitons à découvrir la Démo Voxco Online, qui vous montre comment notre solution flexible intègre des composants visuels et multimédia et utilise des questions stimulantes afin de mobiliser l’attention des répondants jusqu’à la fin de l’enquête.

Ce texte constitue la première partie de notre billet qui vous explique comment créer des enquêtes simples pour vos répondants en vous appuyant sur des fonctionnalités sophistiquées. La partie 2 sera consacrée aux méthodes à utiliser pour que vos enquêtes tiennent compte des répondants et s’adaptent parfaitement à leurs réponses.

La simplicité fait-elle la force des enquêtes ? Oui et non.

Partie 2 : être à l’écoute et s’adapter

Dans cet article en deux parties, nous vous expliquons comment créer des enquêtes simples, mais performantes. Dans la première partie, nous avons vu des astuces et les avantages de l’aspect visuel des enquêtes, pour maximiser l’engagement des participants. Ainsi, les enquêtes doivent être simples pour l’utilisateur, mais reposer néanmoins sur un certain degré de sophistication.

Les répondants ont une aversion particulière pour les questionnaires répétitifs ou manquant de pertinence : plus une étude est simple, plus ils l’apprécient. Pour répondre à cette attente, vous devez aller à l’essentiel en ne gardant que les questions qui seront pertinentes par rapport à la situation des participants. Tenez compte des retours de vos répondants, puis posez-leur les bonnes questions. Dans l’idéal, un participant ne devrait jamais avoir à répondre à une question qui ne le concerne pas. Pour être « à l’écoute » de ses participants, votre enquête doit s’adapter en fonction des commentaires reçus à la volée.

Comment procéder ?

Conditions

Dans une enquête bien programmée, les éléments variables peuvent représenter 50 % du nombre total de questions. Ainsi, une étude de 30 questions peut être réduite à 15 éléments seulement à l’aide du branchement conditionnel, qui s’adapte en quelque sorte aux réponses précédemment fournies par le répondant (ou aux informations de son profil dans le panel).

Les logiciels les plus performants proposent des fonctionnalités de conditions dynamiques par page ou par tableau qui permettent au questionnaire de s’adapter en temps réel. Imaginons que la question 14 concerne le dernier voyage en avion du participant, et que celui-ci réponde « Je n’ai jamais pris l’avion » : les questions 15 et 16 sur la qualité du voyage disparaîtront automatiquement. Les participants peuvent ainsi passer plus rapidement à la page suivante, et n’ont pas besoin de perdre du temps à passer manuellement les questions ou à indiquer à plusieurs reprises qu’ils ne prennent pas l’avion.

Saviez-vous qu’il est également possible d’utiliser Voxco Online pour programmer automatiquement des conditions selon des critères géographiques, les appareils utilisés et la langue du navigateur Web ? Ces éléments sont très utiles, car ils vous aident à mieux comprendre l’environnement géographique ou technologique de vos répondants en rassemblant des informations avant le début de l’enquête.

Réutilisation

Vous pouvez également exploiter les réponses précédemment données dans vos nouvelles enquêtes. Les répondants savent ainsi que leurs retours ont bien été pris en compte par votre entreprise. Cette approche est particulièrement utile dans les études sur les avis client ou les retours d’employés où il est important que les répondants se sentent appréciés.

Avec un programme performant, vous pouvez réutiliser des images, des valeurs numériques et du texte. Vous pouvez par exemple suivre les conseils donnés dans la première partie et réutiliser des images d’arrière-plan à différentes étapes de l’étude en fonction des réponses précédentes. Par exemple, si un répondant a indiqué sa destination préférée dans un questionnaire antérieur, il est possible d’insérer une image de ladite destination en arrière-plan.

Souvenez-vous : la simplicité est votre meilleure alliée.
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Task Completion Surveys: Why they’re useful to get quick insights.

All survey methodologies and web analytics platforms are useful. However, when it comes to getting actionable insights quickly, Task Completion Surveys are one of the best methodologies available. They are easily integrable in most apps, websites or web pages and can fetch user feedback quickly.

What is it?

Task Completion is one of the major usability metrics. It’s usually implemented in websites and applications to help quantify just how effective an interface is. Essentially it finds out if users are able to accomplish the task they set out to do on your website or app.

Task Completion asks respondents the following questions:

  1. What is the purpose of your visit to our website?
  2. Were you able to complete your task?
  3. If not, could you tell us why?

Quantifying results entails measuring what percentage of respondents are able to complete the task they set out to do.

Taking feedback directly from the users after they answer the questions listed above can provide unique insights about existing problems, saving you from hunting in the dark for problems that may not be easily apparent.

Effectively using task completion surveys

Here’s the best part about these surveys - They’re an excellent source of data for any business, irrespective of industry. However, getting the most out of task completion depends on how you use it. 

Firstly, task completion surveys allow you to see if visitors are able to do what they set out to do. Responses to that query itself can highlight critical issues or difficulties that your users face when interacting with your website or app.

Keeping tabs on this feedback can help improve website or app satisfaction quickly and help reduce churn & bounce rate.

Next, Task completion helps you identify specific content on your site which draws the most amount of user traffic. Depending on the insights you glean from this data, you can choose to focus more on this type of content. If you feel that certain elements are underperforming, you can choose to emulate the content on your site that performs better.

Another major benefit that task completion surveys offer is that they allow you to create better usability tests for your offerings. By getting feedback directly from your users, you can set up controlled environments which allow you to experience your website or app exactly as they do. 

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Getting the most out of CES surveys

Getting Customer Experience (CX) right is tricky, and since it's so impactful, businesses must get it right! Thankfully there are several techniques to measure different aspects of CX, with CES surveys being an extremely effective one. 

What are CES surveys?

The primary objective behind determining a Customer Effort Score (CES) is to query the customer or user about how much effort they had to exert in a specific interaction with the company. These can be at any touchpoint a customer has with the company, right from purchase to customer support. 

CES questions are usually phrased in a manner like: “Overall how easy was it to purchase from Company A” or “How easy would you say it was to get your issue resolved?”

Based on your requirements, you choose from several metrics to measure respondent answers to CES surveys, e.g the Likert scale (ranging from “strongly agree”- “strongly disagree”), to 5 or 10 point scales or even emoticons. 

However, this versatility in scoring means there isn’t a universal benchmark for a good CES. Regardless, you can assume that a higher CES score is better.

Why CES?

CES surveys are excellent at predicting brand loyalty and customer repurchase habits. While they are not an exact measurement of customer behavior or satisfaction, they can provide a lot of data for researchers to get insights into multiple aspects of customer experience.

These surveys can be easily applied to almost any client-facing process. Segmentation empowers organizations to be able to quickly find the root of the respondent's issues and rectify them.

How do you get the most out CES surveys?

While the Customer Effort Score can be used in almost any touchpoint in the customer journey, it’s particularly well suited to getting insights from Customer Support, or to measure the overall experience a customer has with your brand. 

Take, for example, the post-purchase experience. Triggering a CES survey immediately after purchase in an e-commerce platform can help one uncover issues at what is a critical juncture for such a platform. More importantly, these would result in contextual answers which are fresh in the customer’s mind.

However, you need to be careful not to spam the customer with requests to answer surveys. Experiment with subtle and in-your-face invites to gauge which approach suits your target audience better. 

As mentioned earlier, CES surveys are excellent for understanding the effectiveness of your customer support. Good customer support goes a long way in reducing churn and is a cornerstone in building brand loyalty.

Finding out where your customer support is lacking and relaying the insights to your support team in an actionable manner will tangibly improve your overall Customer Experience. With an effective customer support team in place, you won't need to worry about losing customers should there be an issue related to their purchase.  

However, you’ve got to be careful with your survey length - the last thing an irate customer would be in the mood for is a lengthy survey about why their customer support wasn’t up to the mark!

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NPS Software – Here’s how you can get the most from it

When it comes to making purchases, and you’re not sure about what you want to buy it’s natural to turn to friends, colleagues or family for their opinions. These opinions can influence your purchase as well as your perception of certain brands and businesses.

This viewpoint is of great interest to most businesses, as it helps them determine the type of consumers who are “advocates” or “promoters” for their brand and those who are “detractors”. By conducting NPS surveys, companies can find out which aspects of their products are customers the least satisfied with. 

NPS can also help them determine where in the customer journey does their target audience face difficulties.

What is NPS software?

NPS (Net Promoter Score) is a metric that is used to measure a customers’ loyalty to a brand, product or service. It’s usually measured on an 11 point scale (0-10). Those who rate your product, services or your brand above an ‘8’, can be labeled as ‘promoters’, and those who’ve rated you below ‘7’ are your ‘detractors’. The ones in between (who rate you a 7 or an 8) are referred to as ‘passives’

Your NPS is calculated as the difference between the percentage of Promoters and Detractors. It is represented as an absolute number, not a percentage. 

For example - If you have 30% promoters, 20% detractors, and 50% passives then your NPS will be 10, which can be considered a good score. 

An NPS software enables researchers to create surveys on the basis of a simple question - “How likely are you to recommend Company A to a friend or a colleague”. 

The answer can range from “Extremely likely” to its polar opposite, “Extremely unlikely”.

Why is NPS important?

Well for starters, it helps businesses identify promoters and detractors easily, and then query them about their pain points with their product or service. You can then glean insights from this data with which you can make changes based on your detractors’ woes. 

Promoters further brand loyalty and spend more. They’re also likely to enhance brand awareness and boost referrals. 

Detractors can tell you what’s missing from your offerings and what needs improvement. Unless their issues are dealt with, they’re likely to move on to another brand - decreasing your customer retention both directly and indirectly.

In the digital era, word of mouth carries faster than ever, and with most companies having a social media presence, they’re vulnerable to public criticism. Social media isn’t limited to reviews, either. Likes, follows, retweets, star ratings by your detractors or promoters can have an influence on their social media connections. 

Once you’ve identified and addressed issues based on responses gathered via an NPS survey software, you can then let your detractors know, and have the chance to turn them into promoters for your brand.

This is why NPS surveys can play a critical role in your product’s development over time. 

How can one get the most out of NPS software?

Let's take Company A. For Company A to be successful, they need unbiased inputs from their clients to see how they’re performing. Company A is faced with an issue - Customers seldom approach them directly after a poor experience and instead jump straight into sharing negative opinions about A with their friends and family. This could be on social media or in person as well. 

While it’s not possible to have a 100% positive interaction with all their customers, Company A decides to collect feedback from all of their previous customers (the ones they manage to reach, that is) and needs to do so in a quantifiable manner. Company A needs its respondents to give subjective feedback as well. 

Here’s where NPS survey software’s come in - They can help Company A collect unbiased feedback from respondents and quantify their standing in the form of an NPS score. A comprehensive NPS survey can help Company A get insights into where their services need to be addressed quickly.

NPS isn’t always about negativity!

When it comes to collecting feedback, it’s easy to assume that it’s going to be negative. It’s not a baseless opinion either - It’s the squeaky wheel that gets the grease, after all. 

However, NPS can be used to deliver more of what customers’ want, too. Say Company B needs to ensure that their customer experience is as good as they promised. 

Company B decides to use NPS software to query their respondents about their customer experience with B. Company B also decides to pitch a few planned updates to their respondents and gauge their feedback. 

In this scenario, Company B learns that their respondents are extremely pleased with their services as they are and are not keen on the proposed changes. 

NPS surveys have essentially allowed Company B to determine that their target audience are happy with them. They have also avoided a possible backlash by running their planned updates by their customers and getting their feedback.

Using NPS to directly drive revenue

Another nuanced & effective approach can be to focus on driving a higher NPS score especially when it comes to the touchpoints & customers that are most valuable to your business. 

As we've seen in the different scenarios above, NPS helps you get better returns if you tie it to business objectives.