How To Create a Customer Feedback Survey In WordPress

Rifat WordPress Tutorials Jul 26, 2023

Understanding the thoughts and opinions of your customers is vital for the success of any business. By gathering customer feedback, you gain valuable insights into what works well and what needs improvement in your products, services, or overall customer experience. One effective way to obtain this valuable feedback is through customer feedback surveys.

If you have a WordPress site and want to harness the power of customer feedback surveys, you're in the right place. In this article, we will guide you through the process of creating a customer feedback survey specifically tailored for your WordPress site. By the end, you'll have the knowledge and tools to gather actionable data that can help you make informed decisions and drive your business forward.

We'll cover everything from the importance of customer feedback surveys to the key factors in designing effective survey questions. Whether you're a small business owner, an entrepreneur, or a WordPress enthusiast, this guide will equip you with the necessary steps to create a customer feedback survey that delivers valuable insights and drives improvements for your business.

So, let's dive in and explore the world of customer feedback surveys, unleashing the potential they hold for your WordPress site.

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Importance Of Creating Customer Feedback Surveys

Customer feedback surveys are an essential tool for businesses seeking to understand their customers' perspectives, needs, and preferences. Here are some key reasons highlighting the importance of creating customer feedback surveys:

  1. Insight into Customer Satisfaction: Customer feedback surveys provide a direct means to gauge customer satisfaction. By collecting feedback on various aspects of your business, such as products, services, or customer support, you can measure how well you are meeting customer expectations. This knowledge allows you to identify areas of improvement and take action accordingly.
  2. Identifying Strengths and Weaknesses: Feedback surveys help you identify your business's strengths and weaknesses from the customer's point of view. Positive feedback highlights what you are doing well, enabling you to amplify those aspects in your marketing and operations. On the other hand, negative feedback exposes areas that need attention, allowing you to make necessary improvements and provide a better customer experience.
  3. Enhancing Customer Engagement: When customers feel their opinions are valued, they become more engaged with your business. Feedback surveys demonstrate that you genuinely care about their experiences and are actively seeking ways to serve them better. This engagement can foster customer loyalty, advocacy, and long-term relationships.
  4. Driving Product and Service Development: Customer feedback is an invaluable resource for shaping your products or services. By collecting insights from surveys, you can gain a deeper understanding of customer preferences, identify emerging trends, and uncover unmet needs. This information empowers you to make informed decisions and develop offerings that align with customer expectations, increasing your chances of success in the market.
  5. Building Trust and Transparency: By soliciting customer feedback, you demonstrate transparency and a commitment to continuous improvement. Customers appreciate businesses that actively seek their opinions and act upon them. This builds trust, strengthens your brand reputation, and positions you as a customer-centric organization.
  6. Preempting Issues and Mitigating Risks: Feedback surveys allow you to proactively identify potential issues before they escalate. By addressing concerns early on, you can prevent negative experiences, mitigate risks, and retain customer loyalty. This proactive approach demonstrates your commitment to resolving problems and reinforces your dedication to customer satisfaction.

How to Create a Customer Feedback Survey

In order to create a feedback survey for your WordPress website, let's get started. We'll demonstrate two techniques using two of the most widely used form plugins, and we've included a technique that is compatible with the free version as well.

Fluent Forms

We'll use the saved templates from the first plugin we employ to build the survey.

Install Fluent Forms from the WordPress source to start creating forms using it. Simply click Install after searching for "Fluent Forms" under Plugins > Add New.

On the All Forms page after installation, click the Add new Form button. Here, you may choose the survey form's template.

For this instance, we'll use the Client Satisfaction Survey form.

Keep in mind that the free edition of the software only includes the client satisfaction survey. You may acquire templates for all the surveys we previously discussed using Fluent Forms Pro.

You can modify the template to add or remove the fields you want to use in your form. Simply drag and drop a field from the right-hand panel to add more. Similarly, the Input Customization window allows you to adjust parameters for each field.

Simply click Save Form after finishing editing, and the form will then be accessible from the All Forms menu.

Using the Gutenberg block editor, you can now import a Form block or add a short-code block and use the ID of the form to add this form to any page you like.

The steps listed below can be used to construct feedback forms in Fluent Forms' free version manually.

Fluent Forms is a free tool that you may use to manually construct the forms.

As before, select Add New Form under the Fluent Forms All Forms menu. Click Create a Blank Form in the pop-up window.

You can drag and drop fields into the form once the editor has loaded. We'll start from scratch to develop a straightforward satisfaction form for this demonstration.

These details are required for a satisfaction form:

  1. Basic knowledge
  2. Product specifications
  3. Score of satisfaction

We'll drag in a Name field, Email field, Drop down field, and Multiple choice field to allow these fields.

You can change the options and labels for each field after adding them. The fields for the "Basic info" (name and email) will remain unchanged. We will add Product names to the Dropdown field options for the Product details. Although there are just 2 products added here, you may always add more.

Similarly to that, we changed the selection in the field for multiple choice. The number of options has been lowered to "1". We included 5 levels of customer satisfaction in the options for the customer to select from.

Just save the form as before, and then you can use shortcodes or the Gutenberg block editor to utilize it on any webpage you like.

Gravity Forms

Popular form builder Gravity Forms offers a specific Survey Add-on. Let's get going.

Install Gravity Forms, and then from the Forms > Add-Ons menu on the left-hand menu, enable the Survey add-on.

Click Add New Forms under the Forms menu after that. Give the form a title and a description in the pop-up box.

Choose the Survey fields option from the right-hand panel. After entering the question, you can choose from a drop-down menu what kind of survey field to add to the form. Add or remove choices using the plus and minus icons on the right.

Select the preview option to check the form's appearance, and then click Update. You must add a new field and pick questions from the Survey Fields menu for each question.

The Gravity Forms survey may be added to a webpage using shortcodes or the Gutenberg editor, similar to Fluent Forms.

Best Practices Of Customer Feedback Survey

Crafting the forms is merely a portion of the task at hand. Ensuring that customers take the time to complete your survey requires creating engaging and straightforward forms. To achieve this, here are some recommended practices to make your customer survey forms more effective.

Firstly, it's crucial to ask direct and straightforward questions. By being honest and transparent, you encourage customers to provide genuine responses. Avoid influencing their opinions and strive for the most accurate feedback possible.

Secondly, pay attention to the language you use when constructing the questions. Complex or convoluted wording can discourage customers from taking the survey. The success of your survey hinges on making it easy to comprehend and respond to.

Thirdly, refrain from overloading your survey with exaggerated demands. Remember, one survey question cannot capture all the information you seek. Keep the form concise and focused, avoiding the inclusion of multiple unrelated questions. This approach increases the likelihood of receiving honest feedback.

Additionally, ensure that your survey questions are easy to answer. While it may be challenging to quantify subjective responses related to satisfaction or ease of use, it's still important to make the questions straightforward and effortless for customers to answer. Genuine feedback often arises spontaneously, without requiring excessive contemplation.

Lastly, stay aligned with the survey's purpose and stick to the core issue. If the survey aims to measure customer satisfaction (CSAT), focus solely on satisfaction-related questions. Similarly, if the survey pertains to Net Promoter Score (NPS), limit the questions to that particular metric. Attempting to gather diverse feedback and metrics within a single form only diminishes accuracy and generates less actionable data.

Wrapping Up

In conclusion, creating a customer feedback survey in WordPress is a valuable way to gather insights and improve your business. Following the steps outlined, you can easily customize your survey, ask clear questions, and analyze the responses effectively. Employing best practices such as using simple language, avoiding exaggeration, and staying focused will maximize response rates and provide meaningful feedback. With WordPress's user-friendly platform, you can leverage customer feedback to drive growth and make informed business decisions. Start creating your own survey in WordPress today to unlock its benefits for your organization.

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