As an eCommerce retailer, the approval of your customers and site visitors is a crucial piece of your business strategy. Format your questions in a variety of ways and switch them up with ease in order to keep return customers interested and engaged. With WSM all it takes is a few clicks of the mouse to get a customer satisfaction survey up and running. This information can then be used to drive the progress of your eCommerce site and offer your customers an experience that can’t be matched.
Insight coming directly from the consumer can be one of the most valuable assets when it comes to eCommerce and finding success in selling online. Web Shop Manager's (WSM) Interactive Survey Module is there to assist you in gathering this information and utilizing it to improve your site's performance! There are different kinds of questions you can include on every survey you make, and it's completely up to you how you want to set them up.
Yes or No: Limiting the number of choices means data will be very focused and simple to assess. An example of a good “yes or no” question would be “Did you have any problems with your order?”
True or False: This type of question is very similar to “yes or no” but would be used in regards to a statement instead of a question. This kind of question can be used to inquire about some more analytical website statistics. “True or False- I spent over X amount of time on this website” could help you determine whether or not your site is enticing people to stay on it for a long period of time.
Range: Range questions help determine user sentiment in more detail than a simple “yes or no” question could. For instance, you could ask “On a scale of 1 to 5, 5 being most likely, how likely are you to recommend this site to others?” Additionally, asking users to rate certain aspects of the site such as the interface or the checkout process can give you valuable insight into what can be improved upon.
Fill in the Blank: Customer feedback is invaluable information to have and can save you time and money in product development, site improvements, and warehousing fees if you do some research ahead of time. “Fill in the blank” questions are open ended and will provide more than a black and white “yes or no” question could. This could also be a follow up question in your survey. You could ask, “I was unsatisfied with the ___ aspect of the site, and would improve it by ___.” This can give you ideas for site improvements directly from those who are affected most by it.
Multiple Choice: Sometimes you need to offer several choices to the site users to gauge interest, and for product development. A good example question would be a simple “How did you find us?” with selectable answers such as: Google, Yahoo, Paid Advertisement, Link on Other Site, etc. Finding the answers to these questions will give you insight into the kind of reach your marketing efforts are achieving.
Steps to add a Survey:
Go to the back end of your WSM
Hover over Modules
Click the Add Survey button in the lower right hand corner of the interface
In order to complete all of the fields, please refer to the table below for details
Please not that the purple boxes in the Questions section of the survey creation page can be moved around in order to change the display order. By clicking the Type dropdown in these boxes, you can also choose what kind of question you want to create.
Name of the survey. This name will appear at the top of your Survey Form.
Description of the survey. Provide a description of the survey, or what you customer will receive if they take the survey.
Create questions for your survey. You can drag-and-drop the items to change their order. To delete a question, click the red X icon. You can create 4 types of questions: True or False, Range, Multiple Choice, and Fill in the Blank.
Allow users to answer questions without logging in. If you select Yes, you will allow users to answer questions without logging in.
The date on which the survey will no longer be visible.
If the survey is not active, it will not be visible.