Discretion Designs UX - user experience for your business

Would you rather:

(a) Guess at what works at your site or

(b) Ask your users and know for sure?

My guess is that you would choose (b).  In which case, why not ask your users using a fun, quick, and interactive online survey?

Why a survey?
Because people like to answer questions and people like to know their opinion is worth something and that their experience matters.

What kind of questions should I ask?
It depends what your goal is.  Do you want to know what people think about your product?  Send them a link three months after their purchase and ask them to tell you a story about how they used your product.  Do you want them to critique your website?  Tell them that you are trying out a new design and want their input because they know better than you how your website should and could work best for them.

How many questions should I ask?
Keep it short, try to keep the completion time to 2-3 minutes.  In the instructions include the number of questions and how long you think it will take, “This survey contains 11 questions and should take approximately 2 minutes of your valuable time, which will be rewarded with a 10% off coupon for your next purchase.”

How do you get people to complete your survey?
Just ask them.  If you don’t ask, they don’t have the chance to answer.

Don’t forget to:
Provide an essay area for people to provide more comments, respond to complaints or dissatisfaction and ask what you can do to improve your standing with that client, post a link to your survey on your home page, and review – but more importantly – act on the survey results.  A survey is pointless if you don’t use the results to better your business.

• Posted on Monday, January 18th, 2010
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