One way to get user feedback is by running a survey.
But people lie on surveys. So, how do you get responses that you can rely on? Here are 3 quick tips to help.
Keep it anonymous
By not asking respondents to fill in their name and email address, you remove the worry that any criticism might come back to the author. This is very relevant if your product is an internal tool used by staff at your company. But it can also stop people from saying what they think you want to hear.
If you want to know who wrote a comment, consider using other feedback methods such as social media or online communities.
Keep it short
Few people will take the time to fill in a long survey. Keeping it short will make fewer people drop off.
But how long is too long? A study showed that the more questions you have, the less time people will spend answering each one. The same study suggests that up to 10 questions is about right – though, if every site asked 10 questions after every transaction, it would be a bit much.
Keep it relevant
Be sure to think of why you’re surveying users. What are you hoping to find out? What will you do with the feedback? You shouldn’t put surveys everywhere. Start with one, and make it really focused.
Explain the value of the feedback to users. A blanket “We want your comments” doesn’t say enough. Trialling a new feature, or a redesigned process, are good examples where the feedback can help to shape the final result.
Also, making the survey show up soon after the person completes a transaction means the feedback will be fresh, and the person won’t need to rack their brains to remember what they did.
In summary
By keeping your surveys anonymous, short, and relevant, you’ll get more targeted, reliable feedback. While you may get false responses, following these tips will keep that to a minimum.
