Mobile media surveys and your business

surveys

How implementing a customer survey is a great marketing and analytics strategy

Businesses tend to struggle with understanding their customers. Where there is some base knowledge to predicting market trends, understanding the demographics, and other such fundamentals of business, getting to know the actual mind of a client is hard.

Businesses often find that if they spend the resources in hiring a marketing firm that the results are shifty if best as people are just filling in the lines to get the money for the survey, focus groups tend to be biased as there is always one individual that is outspoken and shifts the options of the others in the group, and those little comment cards left on tables generally go untouched.

How then can a business gain useful information in today’s business world? The answer is in mobile customer survey apps.

Why mobile, why not paper?

The main reason is that paper and printing gets expensive, disorganized, and is just a pain to handle. Plus, with paper you have to pay overhead to someone to conduct the survey, monitor the person doing the survey, and organize the results. All this and the data is usually unstable at best. Mobile apps eliminate most of these frustrations.

NBC news reported earlier this year that one out of every 7 people own a smart phone or a tablet. It has also been reported that most individuals spend 2 hours or more on a laptop or smartphone with 58 of those minutes spent on consumer related sites. Obviously, the results show that people love their mobile devices. Targeting the customers through the mobile devices is then a realistic and common sense solution to gaining feedback.

Mobile media customer surveys allow the customer to conduct the survey in a private setting. Consider, a paper survey cannot really be filled out in mall or place of business without someone noticing the person filling out the survey. For some people this causes discomfort and makes them rush through the survey tainting the data. Yet, on a mobile app survey, the customer can sit anywhere and it just appears that he or she is checking something on the device. The result is a more relaxed atmosphere and thus more reliable data is collected.

Real time data can help with real time problems

Customer surveys in the traditional sense only impact long term goals. To explain: By the time that data is collected and analyzed, an immediate problem would have already escalated or been resolved. Unfortunately, if the problem is not addressed or brought to a company’s attention than the customer satisfaction may falter because of it.

A mobile customer survey can be catered to a specific location. This is extremely helpful if you have a corporation or franchise with many locations. By allocating the data to the manager of that store, problems can be resolved as they are reported. What is greater still is that data can be updated in real time. This means that if a customer reports that “I had great service from Tom in computer repair” then the manager can offer praise and encouragement to Tom. However, if the customer states “I had the worst experience ever, Tom insulted me and made me feel like a child” than the manager can address the situation RIGHT THEN before the customer can spread any negativity about the company.

Knowing what sells and what does not

Customer Surveys can also be used to track what is working and what is just work. Retail stores may find that implementing a customer survey at checkout will help in performing two tasks.

  • Client Sales are tracked showing the products that sell the most – By offering a survey on whether or not the client thinks that the product they bought was a great deal or not, you can track the purchases of customers without them feeling like you are invading their privacy. Using the analytics collected on your services or products, you will better understand the direction that your marketing should take.

 

  • The financial margin of your clientele will be revealed – Businesses will find that a customer survey which is conducted upon the time of purchase will help in showing the financial margins of their clients. Many times, a business will either undersell or oversell themselves. Understanding the price range that most of your clients prefer will greatly help in improving your product as well as your customer’s satisfaction with your product or service.

 

Customer Feedback Surveys on a mobile device provide user interactivity

Mobile devices have shown the business world that clientele want to be entertained. We are a culture that likes to be engaged in what we are doing. Traditional customer satisfaction surveys fall short dramatically. However, the mobile customer survey provides a limitless field of creativity. If you want to have your customer chose the best design for a product, you can. If you want to have a 3d car designed and your client click which areas were repaired, you can. Whatever you can imagine, you can probably create for the mobile survey. Engaging the customer is a definitive way to get untainted, useful data. So which do you think is better, the pencil or the tablet pen?