A survey is generally a series of specific questions that are asked as part of an overall survey whereas feedback is a collection of information and is tied to specific questions rather than entire surveys. Surveys are usually pushed to the user asking for them to answer a series of questions compared to feedback that is usually received more naturally where the user is sharing their feedback.
Feedback is the collection of information in a structure format. This can be specific to a company, product, person or even an experience. Feedback is generally collected by asking a specific question such as, “How was your experience today?”. Feedback is often received in a more natural format and more open ended. Response rates can be much higher when asking for feedback since it’s more natural. One Click Feedback can drive an even higher response rate since it’s quick and easy to complete.
A survey usually consists of a series of questions that are being asked. This could be related to collecting feedback or doing research on a specific topic. Surveys are usually pushed to the end user and asked to answer specific questions. Survey data is more in-depth and detailed, however, the response rates are typically much lower than feedback response rates.
Writing an effective feedback survey is the key to a successful feedback program. To start, the survey questions should be clear and concise, the respondent should easily understand the intent of the question. Next, the survey question must be easy to answer. For example, requiring open text responses is not ideal for most questions. We recommend using images or emojis to allow the user to quickly click and answer the question. Also, it’s best to use conditional logic to route the user to specific survey questions based on their previous inputs. This will help ask the right questions which will make analyzing the feedback results much easier.
Surveys are only valuable when you ask the right questions. That’s why building and deploying a useful and helpful survey to gather feedback is no small feat. We see too often teams creating complex surveys for feedback and in the end can’t understand the results.
Although surveys and feedback have differences, they also share similarities. A feedback survey is a combination of both. It aims to collect information from your customers or employees in an efficient way.
Businesses can benefit from a feedback survey because they can gain valuable information from their client’s experience and they can improve their performance based on the client’s responses. A popular example of this is our restaurant customer satisfaction survey where quick feedback is collected directly at the point of sale.
A great feedback survey asks the right questions to the users at the right time in the process to get efficient results. Learn more about our survey app for iPad.
This sounds like an obvious step, but it’s the most important. Making sure you not only use the best survey platform, but also make sure you are writing the best survey questions to get the feedback you’re looking for.
Most surveys are designed to collect customer feedback, but don’t forget about your employees, vendors, users, etc. Collecting feedback from all angles will help give you a more complete picture. We find this is an often missed step when collecting feedback.
Surveys can be sent via e-mail (old fashion link), most companies we work with see a very low response rate when using this method. Feedback can be collected in a more modern way using Emoji Surveys via Feedback Kiosks for in-person real time feedback or embedded emoji surveys in email signatures or support ticket templates.
Once you’ve collected enough responses, take a look at the results and see what people had to say. Using some type of survey template can help you organize this data to be presentable.
Remember, it’s not only about collecting the feedback… you have to act on the feedback to make improvements that will improve the customer experience and drive more business.
Sending these feedback surveys can really be a great way to learn about what others think. While it can be time consuming to get setup and monitor, it’s really imperative to future success.