feedback tabs and surveys
You have questions and your website users have answers. Use your online space well and choose from these questions for your online feedback tabs. This data is can be used to find hidden user blocks for conversion rate optimization. You’ll never know what you’ll find out until you ask.

Getting to know you

1. Where did you hear about us?

This question is centered around your marketing. Sure, Google Analytics might tell you where they came from on a web search, but maybe it’s more complicated than that.

A potential customer could have heard about you from a friend of theirs or a colleague at work. It would be nice to know if people were talking about you and spreading the word about your business. Maybe someone heard about your services through their social media channels a few weeks ago and decided to search for you online just now.

Give plenty of answers for them to choose and leave a blank field for someone, or someplace, you didn’t mention.

2. Are you male or female?

It’s easy and it’s simple. It’s one question that cuts to the chase and gives you great information.

This particular question helps you decide who you’re talking to. Surveys can answer a plethora of inquiries you have about who’s behind the screen on your website, but this gives you a face to the user. In some cases, business owners are surprised that their products and materials appeal to more women than men, or vice versa. If you’d rather ask for an age range instead of their sex, go ahead. That could be just as beneficial to you as well.

It’s important to know who’s actually buying from you, instead of who you think is buying from you.

3. We’re conducting research to better understand and meet the needs our users. Would you like to participate?

Some of your website users would be happy to give you more feedback. Whether they’re first time visitors or loyal customers, you’ll find out more if you have a link to a longer survey in another tab of their browser instead of one question in a small box.

Also, the question focuses on your customer’s needs. When you ask a visitor more about themselves and less about your company, they’ll be more willing to answer. The way the question is worded encourages the website visitor to give their feedback. Even if your main objective is to increase sales, the phrase, “better understand” makes you sound compassionate.

Make the answers to the above question, “Yes, I’ll help” or “No thanks.” This way, once they’ve committed to helping you, they’ll be more encouraged to finish your survey. This is especially true if they’ve consumed a good amount of valuable free content on your site.

The purchaser’s dilemma

4. What’s preventing you from purchasing our product?

This answer might be hard to swallow, but you need to know what’s keeping your website users from becoming loyal customers of your business.

There might be a case where you think it’s because of the price and find out your visitors simply don’t have enough information. You may have a group of users who are simply confused by your marketing. The sooner you learn this, the better.

5. What problems are you facing?

When it comes down to it, you’re a problem solver. You’re either offering services that make someone’s life better or products that improve their well-being. Your job is to alleviate the pain point, fulfill their need and make everyday living easier.

It all comes down to a problem.

Ask your website user what problems they’re having and leave the field blank. The answers might surprise you.

6. How are we doing?

Ask them how would they rate their experience with your company. Give a scale from one to five and leave a field where they can type in comments. Put this online survey in a place that’s easy to see on your website.

Also, go ahead and put your customer support email or phone number at the bottom. This way, if there’s a real problem going on, you’ll know sooner rather than later.

Making it better

7. How can we make this page better?

When your user is hanging out on your website, they have a fresh pair of eyes that see what you’re blind to. As the owner of your online space, you’re biased! You might have a sense of what you’d like to improve, but you have no idea what it’s like to be a fresh visitor seeing your site for the first time.

Chances are, if your potential customer is scrambling around to view a product, service or page, they’re guaranteed to be frustrated. This question allows your visitor to vent and give you honest feedback so you can improve the site.

8. Would you refer a friend to our website?

If your visitor has come this far, they know who you are, what you’re about and what you sell. They may have even purchased an item or service before. However, would they refer you to their friends?

People are picky about who they refer their friends too. They want the website to look professional, the items to be superb and the customer service to be fantastic. Essentially, your website visitor must be impressed before they recommend your work to others.

Although this question might be tough to ask, the answer says a lot about your reputation.

9. What did you come here to do?

You want to know why your user is on your website. This question gets right to the point: what did they come here to do?

You could make this a bulleted list and let them choose what you think they’re there to do, or you could leave it blank. This way, they’re under no obligation to choose a pre-made answer. Who knows what you’ll find! It’s important to know why website visitors are coming to you in the first place.

10. Have you bought from us before?

This is another case where Google Analytics can only tell you so much. Sure, you’ll see a returning website user, but you won’t know if they bought your products or services or not.

You want to know whether or not you have clients who continue buying from you over and over again. The more users who rely on what you offer, the better off your business will be in the long-term.

When you know the best questions to ask, you can improve your conversion rate optimization and get the clients you deserve. With honest online feedback, you’ll have the answers you’ll need to improve your business as soon as possible.

Greg Ahern
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