We have gathered a few tips and ideas we hope you’ll find useful and inspiring when using MarketHype’s survey tool.
To learn how to create a survey, go to this how-to article.
Survey questions
What questions to include in your survey may differ between organizations, time periods, and purposes. Some questions may be tactical, while others aim to generate deeper insights for strategic decisions.
In the survey tool, you'll find that there are different types of questions: input questions, selection questions, as well as rating and ranking questions. You can learn more about the different question types here.
Here are a few examples of what you can learn from your visitors, but you can, of course, tailor the questions to suit your needs:
How they would rate their visit.
How they liked the service during their visit.
What they thought about their restaurant experience, or even the queue for the bathroom at an event.
Whether they would recommend visiting you to their friends.
What else they would like to attend.
How they experienced the booking process.
Whether they have ideas for how you can improve the overall experience.
Additional feedback. Tip! Use a long text question to give the respondent enough room to feel heard.
Use standardized questions
Please note that this section is only available for event organizations at the moment.
A tip is to include one or more standardized questions in your survey. If you do, you can easily see a specific event’s rating, NPS score, or overall satisfaction under Sales → Events. From this view, you can also navigate to the survey to learn more about the responses that contributed to the score.
Get the answer to at least one question
Of course, it’s great if respondents complete the whole survey, but if they don’t, we don’t want you to miss out on the answers they’ve already given. That’s why all responses are saved, even if respondents don’t complete the entire survey.
To increase the chance of getting an answer to at least one question, you can embed the first question directly into your email design, as long as it’s a rating question (any of the available rating questions will work).
For example, add a star rating question to your email after an event or booking as the first question in your survey, and embed it in the email. When someone clicks a star directly in the email, the survey will open in a new tab so they can continue with the rest of the questions.
And if they don’t want to fill out the rest, you’ll still receive a rating for your event or booking.
Ask for feedback using an automation
While the experience is still fresh in their minds, send your customers a survey after their visit. It’s highly recommended to send the survey via automations.
The main benefits of sending it through an automation are:
You’ll save time and effort by not having to create and send manual emails to everyone who visited.
For event organizations: By adding the survey to an automation, the responses will automatically be connected to the specific event that triggered the automation. This means you don’t have to ask respondents which event they attended or create a new survey for each event, you can easily filter by event among your responses afterwards.
Plus: if you use a standardized rating question in your survey, you can go to Sales → Events to see the rating for each event.
Analyze responses from different dimensions
Use filters to explore responses from different angles. You can filter by dimensions connected to an event or booking, or by the questions themselves.
For example, filter by:
A specific time period.
Responses with a high NPS score.
Events within a certain time period.
Events in a specific genre.
This can help you uncover interesting insights, for example, why certain events receive lower ratings over time.
Share responses tailored to the recipient
You might want to share responses and insights within your organization or with partners. You can do this by exporting the responses. Use the filter to make sure only relevant responses are included – for example, filter for restaurant-related questions when sharing with colleagues who work with the restaurant, and questions about information and communication when sharing with the communications team. Or filter by a specific month to use in your monthly follow-up meetings with the team.
Surveys used less frequently
Asking for feedback directly after an experience isn’t the only type of survey that can be useful.
For example, you can use the survey tool to send out annual NPS surveys or larger surveys to get a more overall view of your organization or brand.
You can also create surveys focused on specific topics you want insights into, but may not want to ask about after every visit.
Instead of using these in an automation, you can include a survey in regular emails (broadcast).