In today’s fast-paced world, customers expect seamless and convenient experiences at every touchpoint. For businesses, it’s essential to engage with your customers regularly and understand their preferences. That’s where mobile surveys come in. Mobile surveys can help you gather real-time feedback from your customers and improve engagement by delivering personalized experiences.

In this blog post, we’ll look into the benefits of using mobile surveys for improved customer engagement. We’ll discuss why mobile surveys are an excellent tool for customer retention and what elements make them successful. Additionally, we’ll also explore mobile surveys for customer engagement through metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT) score.

What is customer engagement?

Highlighting the importance of customer engagement, it refers to the level of interaction and connection between customers and companies. It is critical for businesses to foster meaningful engagement with their customers as it can lead to increased loyalty, brand advocacy, and better business outcomes. Mobile surveys provide a convenient and accessible way for customers to share their feedback, allowing companies to gather more accurate and timely data. By using mobile surveys, companies can directly reach where their consumers are without having the need to use traditional platforms.

Understanding mobile surveys for customer engagement

Mobile surveys have become a popular tool for gathering feedback due to their convenience and flexibility. Unlike traditional paper or browser based surveys, mobile surveys can be completed anytime, anywhere, making it easier for customers to provide feedback. By using mobile surveys, companies demonstrate a commitment to customer satisfaction, leading to increased engagement and loyalty. This can be conducted via widely used messenger app such as Whatsapp, Facebook messenger, SMS/RCS and amp format of emails. 

Benefits of using mobile surveys for improved customer engagement

To launch quick survey forms and gather faster insights, businesses have to invest in new age tools. Only real time insights can bring you actionable insights faster than traditional mediums. Here are some of the underrated benefits of bringing mobile feedback collection straight into the consumer’s pocket.

Real-time feedback

Instant customer data collection is required especially in a current competitive scenario. We are practically competing to provide the best products, services and close feedback loops sooner.  With real-time data collection, businesses can promptly address any issues or concerns they may have. However, feedback collection via mobile demonstrates a commitment to customer satisfaction, which can improve overall customer engagement metrics and bring more loyal customers. 

Increased response rate

Low response rate is every marketers nightmare. To eliminate this problem, switching to mobile surveys can open doors to insights you never thought you could have.  Customers are more likely to respond to mobile surveys compared to traditional surveys. This is because cellular devices are always within reach and one can complete forms on the go.  In fact, studies have shown that mobile surveys have a response rate of up to 50% higher than their paper or email counterparts. 

Cost-effective

Mobile surveys offer a cost-effective alternative to traditional methods, eliminating the need for launching tedious browser based forms, printing questionnaires, or manually conducting surveys. Additionally, the costs of administering mobile surveys are significantly lower than traditional methods, saving businesses valuable time and resources. Integrating mobile surveys into existing customer engagement strategies also allows businesses to reach a wider audience more quickly and easily. This is an ideal route for most customer engagement marketing campaigns.

User-friendly and convenient

Mobile surveys are designed to be user-friendly and convenient for customers. With the increasing use of smartphones, businesses can easily reach their customer base and gather feedback on-the-go. The convenience factor is a significant advantage as customers can complete surveys at their own pace and at any time of the day. This approach also leads to more accurate data collection as customers are more likely to provide timely responses.

Automate feedback surveys on devices

Survey results can be tampered if a lot of manual handling is involved. When you remove the manual from the entire process, one can automate the entire feedback collection process. Since many automation tools are compatible with mobile devices, it will be wise to choose automation. Plus, if you want an error free outcome and authentic result, automation is the road to take.

Enhanced data accuracy

The accuracy of data collected can help brands make informed decisions . When automation will take care of removing errors, data accuracy will naturally follow. Both combined will bring clear, accurate and actionable data to your dashboard. The good part is that this entire process of automating feedback systems and collecting accurate data can also happen with a few clicks.  Hence proven that using new age platforms can be used to drive business growth.

Mobile surveys as a tool for customer retention

Customers are browsing their favourite brands on multiple devices. Needless to say that mobile devices are also a medium which is often used on a daily basis. So you can guess that most of your customers across age ranges will be on their cellular device. This makes it a potent medium to launch mobile surveys. Marketers should also consider mobiles as a touchpoint. So reach out to your customers on the platforms they use the most. This will capture candid insights and help you work on their needs and preferences.

Best practices of creating successful mobile surveys for customer engagement

Clear and concise questions

Clear and concise questions make it easier for respondents to understand and answer accurately, resulting in more valuable data. Avoid using complex jargon or technical terms that might confuse participants. Instead, use short sentences and bullet points to break up long blocks of text. Focusing each question on a specific topic can prevent confusion and participants can provide relevant feedback. By keeping the questions straightforward, businesses can gather useful insights to improve customer engagement strategies.

Attractive and intuitive design

A visually appealing survey can encourage more participants to complete it, bringing high response rates and higher quality data. The layout should be optimized for mobile devices of varying screen sizes, ensuring easy accessibility without compromising on the user experience. Including visual elements such as images, icons, and colors can also enhance the engagement factor and make the survey more user-friendly. It is essential that the design is consistent with your brand’s style and tone to reinforce brand recognition and increase customer loyalty.

Relevant and meaningful content

Mobile surveys that focus on relevant and meaningful content can make a significant impact on customer engagement. Questions that are well-crafted and pertinent to the customer’s experience can help them feel valued and heard. Offering incentives or rewards is another effective way to encourage participation and feedback.

Bringing personalization to feedback surveys

Personalization of surveys can provide an even greater level of engagement by addressing specific customer concerns and demonstrating that their opinions are valued. By giving the opportunity for every customer to raise concern or share their opinion, there will be greater chances of closing any pending feedback loop. The customer service executives can pinpoint problems and attend to them successfully. 

Engaging and interactive features

Even with interactive and dynamic features, you can enhance the customer experience by a great deal. Your customers are on their devices. So might as well take the most effort to make it seamless for them. Features of interactive polls, feedback scales, deploying conversational chatbots , including one click surveys are a part of any good engagement campaigns. All of this counts into your marketing efforts

The metric to measure the success of mobile surveys for customer engagement

While measuring the success of mobile surveys for customer engagement, there are several key metrics to consider.

Net Promoter Score (NPS)

Net Promoter Score (NPS) is a vital metric for measuring customer loyalty and satisfaction. By asking customers how likely they are to recommend your product or service on a scale of 0-10, you can gather some understanding into their overall satisfaction levels. Businesses can also use NPS data to prioritize efforts to improve customer engagement and ensure long-term success. It should also be noted that NPS cannot always be used as a metric to fully capture customer feedback for certain categories of brands or products. The scale also has its limitations.

Customer Satisfaction (CSAT) score

The Customer Satisfaction (CSAT) score is a widely used metric to measure how happy customers are with a product or service. Via mobile surveys, businesses can collect CSAT data in real-time and make immediate improvements to increase customer engagement. The scores also help identify areas where improvements are needed and provide a benchmark for future surveys.

Customer Effort Score (CES)

A high Customer Effort Score (CES) indicates that customers find it challenging to interact with your brand, leading to decreased loyalty and engagement. By using mobile surveys to measure CES, you can identify areas where customers are struggling and take action to streamline their interactions.

Completion rate analysis

A good completion rate simply means that there were a high number of respondents who successfully completed the entire survey. While going back to assess the nature of the survey, the feedback form was perhaps very engaging and well curated to bring in active respondents to participate in it.

Response rate analysis

A high completion rate will give you the equal amount of response rate. A good completion rate will bring all actionable data and analytics to the dashboard. This data can be used to understand and modify current marketing strategies and improve on customer interaction at different customer journey touchpoints etc.

Merren can help create and administer mobile surveys for improved CX

Merren offers robust tools that can equip any marketers to build on a solid engagement strategy in the marketplace. With a competitive advantage in place, marketers can build interactive mobile surveys with our facilities on our platform.

You can focus on your target audience, deploy the surveys at the right time, and capture real time insights , all at a very fast pace. Let this data guide you to creating better customer relationships, improved cx, welcome new customers and focus on converting engaged customers.

Having a good engagement tool in place is crucial for brand awareness, content marketing and building an overall customer base across social media platforms as well. This process can truly happen when marketers switch to mobile surveys- a new age tool for new age customers.

Conclusion

Only an engaged customer can give you the most authentic feedback. When we replicate this for multiple engaged respondents, we get more feedback to build better marketing strategies. “Mobile surveys” is not a buzzword. It is a game changer that can uplift the way you collect feedback across touchpoints. Mobile oriented surveys are not confined to certain segments. This medium for feedback collection can be applied across industries, businesses and domains including social media channels.

To witness this every advantage of mobile surveys, sign up for our 14 day free trial here.