Ecommerce
The Free Delivery Phenomenon: 11 Pros & Cons Every Business Should Consider
September 18, 2019
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3 min read
Analyzing customer feedback can be challenging. For one, there are many sources to sift through: reviews, social media, and customer service interactions. All are important to a feedback strategy, but they also contribute to an overwhelming amount of data.
Another challenge is that feedback is often unstructured. It exists across different platforms and in various forms, making it difficult to identify patterns.
Surveys help by allowing you to focus on specific areas, such as customer service, product quality, or delivery. With targeted questions, you gather structured data that you can keep in one place. This makes it easier to spot key pain points and roll out meaningful changes.
Surveys also help close the customer feedback loop by allowing you to measure the impact of changes you make.
Surveys are powerful tools for gathering both qualitative and quantitative data. This allows you to build a deep understanding of customer needs and preferences.
So what exactly can you measure?
There are multiple types of eCommerce surveys, all with unique benefits. Some of the most commonly used include:
These measure how happy customers are with what you offer. They can relate to your products, services, or the overall shopping experience.
Benefits: Customer satisfaction surveys help you gauge how well your business meets expectations. They help you pinpoint areas of dissatisfaction so you can make targeted improvements.
These surveys are sent after a customer leaves a review, asking for more in-depth feedback about their experience.
Benefits: Post-review surveys allow you to dive deeper into positive or negative reviews. They provide context that helps you understand the ‘why’ behind a star rating and spot key trends across review content.
NPS surveys assess brand advocacy. They do this by asking how likely customers are to recommend you to others.
Benefits: NPS gives a good indication of customer loyalty and potential for word-of-mouth referrals. By focusing on detractors (those less likely to recommend you), you can address specific issues and convert them into promoters.
These surveys measure how easy it is for customers to complete a task. For example, making a purchase or resolving a complaint.
Benefits: CES surveys highlight friction points in the customer journey. By understanding where customers face difficulties, you can streamline processes and reduce effort. This leads to a smoother and more satisfying experience.
These product-specific surveys allow you to gather feedback on what customers like or dislike about certain lines and any suggestions for improvement.
Benefits: Product feedback surveys help you understand what customers value. With this knowledge, you can improve existing products and develop new ones that meet market demands.
Attribution surveys help you understand how customers discovered your brand. They can also be used to find out what influenced their decision to buy.
Benefits: These surveys provide insights into the effectiveness of different marketing channels. By knowing which touchpoints drive conversions, you can optimize your marketing efforts.
So we know about the different survey types and the key benefits of each. But how does all of this translate into a better customer experience?
There are several ways you can leverage your survey data. Here are some examples.
The key benefit of eCommerce surveys is that they provide a clear, structured way to capture the customer's voice. This data is a direct line to understanding what’s working and what’s not.
Footwear brand Timberland used eCommerce surveys to improve its on-site experience. By collecting feedback from 18,000 customers, it found its product pages didn’t give customers enough of the information they needed to make informed decisions.
To address this, it implemented product reviews and live chat options. These additions enhanced CX and led to improved conversion rates.
How to use this in your business: Use post-purchase or Customer Satisfaction Surveys to identify recurring issues.
For example, if customers frequently mention slow shipping times, it’s a signal to optimize your logistics. Perhaps by offering faster delivery options or improving communication about shipping times.
See every piece of feedback you receive as an opportunity to reduce friction and build stronger customer relationships.
Surveys put you in touch with what customers want and expect. They make it easier to identify trends and adapt your business accordingly to stay relevant.
SaaS company Salesforce effectively tapped into customer insights by creating the IdeaExchange platform. This allowed users to suggest and vote on new features.
By incorporating these suggestions into its product development, Salesforce introduced features that directly addressed customer needs, keeping its product valuable and its customers engaged.
How to use this in your business: Regularly send out product feedback surveys to understand what your customers truly value.
If a significant number express interest in more sustainable packaging, for example, consider making this change. Not only will this meet customer expectations, but it will also set your brand apart from competitors.
Continuous feedback and innovation keep your business aligned with customer demands.
Not every piece of feedback requires immediate action. Surveys help you identify and prioritize the issues that have the most significant impact on your customer experience.
The social media management tool HootSuite wanted to know what mattered most to its customers. Through surveys, it found that 65% of website visitors wanted more information before making a purchase.
It used this feedback to revamp its landing pages, providing more explicit explanations of its services. This simple change led to a 16% increase in conversions, proving that a focus on key customer needs can drive substantial results.
How to use this in your business: Use surveys to pinpoint areas needing attention.
For example, if customer service is a common pain point, it might be time to invest in better training, introducing new support tools, or increasing staffing during peak times.
By prioritizing these high-impact areas, you’ll make changes that significantly boost customer satisfaction.
Personalization is one of the most effective ways to enhance customer experience. Surveys provide insights into individual preferences, allowing you to tailor your offerings and communications.
Netflix excels in this area by using customer surveys and behavior tracking to refine content recommendations. By asking users about their preferences directly, Netflix ensures that each user’s experience feels personalized and engaging.
How to use this in your business: Use surveys to gather data on your customers' likes and dislikes.
As an example here, if a large portion of your audience prefers receiving updates via SMS, tailor your communication strategy to reflect this.
Additionally, use this data to offer personalized product recommendations or exclusive discounts, making your customers feel uniquely valued.
Surveys aren’t just for identifying issues. They’re also crucial for measuring the success of your improvements. Closing the feedback loop ensures that your actions are making a real difference.
Imagine simplifying your checkout process based on customer feedback. A follow-up Customer Effort Score (CES) survey can help you measure whether these changes have made the buying experience smoother.
If your CES improves, it confirms that you’ve successfully addressed a key customer pain point.
How to use this in your business: After implementing changes based on survey feedback, conduct follow-up surveys to measure their impact.
This continuous cycle of feedback, action, and assessment keeps you in sync with customer needs and ensures your efforts are driving meaningful change.
It also shows customers that their opinions are valued, further boosting their loyalty.
Analyzing survey data doesn’t have to be complex.
By breaking it down into quantitative and qualitative analysis, you can extract actionable insights without needing advanced tools or expertise.
Quantitative data consists of numerical responses—like ratings or yes/no answers—that can be easily measured and compared.
Calculate key metrics: For numerical responses, such as those from NPS or CES surveys, calculate averages, percentages, and track changes over time. These metrics provide a clear view of overall performance and customer sentiment.
Trend analysis: Identify trends by comparing data across different time periods or customer segments. Look for patterns that show consistent issues or emerging opportunities.
Benchmarking: Compare your data against industry standards or historical performance. Benchmarking helps you understand where your business stands and highlights areas for improvement.
Qualitative data includes open-ended responses, comments, or feedback that isn’t easily measured by numbers.
Sentiment analysis: Assess the tone of customer feedback—whether it’s positive, negative, or neutral. Sentiment analysis helps you understand customer emotions and prioritize areas that need attention.
Theme identification: Look for common themes in open-ended feedback. Whether it’s repeated mentions of product quality or customer service, identifying these themes helps you focus on the most critical areas.
Use REVIEWS.io's AI Assistant to help with your qualitative analysis. This tool can analyze your survey data in seconds, giving you more time to act on your findings.
If you’re looking to improve your customer experience through insightful, actionable feedback, REVIEWS.io has everything you need.
Our survey platform is designed with ease of use in mind - perfect for businesses of any size.
Pre-Built Surveys - Our ready-made templates are quick to roll out and need minimal customization.
They come with standard questions that have proven effective for gathering specific types of feedback.
Custom Surveys - These are surveys you design yourself from scratch.
You have full control over the questions you ask, how they’re formatted, and the flow of the survey. This means you can tailor every aspect to gather the necessary data.
Conditional Surveys - Conditional surveys are dynamic. They use logic to determine what question a customer sees next based on their previous answer.
This ensures that your surveys remain relevant to each individual respondent and collect more precise and actionable feedback.
No matter which survey option you choose, REVIEWS.io provides AI-powered tools to help you analyze the data efficiently.
Our platform quickly identifies key trends and insights, allowing you to make data-driven decisions faster. This means you can continuously improve your customer experience, keeping your business ahead of the competition.
We’re constantly innovating to meet the needs of our merchants. And our upcoming feature - Smart Survey & Attribute Logic - is a game-changer for enhancing customer insights.
This update is designed to enhance your ability to gather meaningful customer insights while providing your shoppers a more personalized and streamlined experience.
If you’re not yet using REVIEWS.io, you can try us out with a free 14 day trial, and explore everything you need to collect, analyze, and act on survey data.
Existing customer? Check out our range of survey types and start collecting valuable customer feedback today.
