{"id":229,"date":"2020-06-22T13:06:03","date_gmt":"2020-06-22T17:06:03","guid":{"rendered":"https:\/\/niftypm.com\/blog\/?p=229"},"modified":"2025-06-26T04:26:46","modified_gmt":"2025-06-26T08:26:46","slug":"how-we-listen-to-customers-to-create-the-best-nifty-experience-possible","status":"publish","type":"post","link":"https:\/\/niftypm.com\/blog\/how-we-listen-to-customers-to-create-the-best-nifty-experience-possible\/","title":{"rendered":"How We Listen To Customers to Create The Best Nifty Experience Possible"},"content":{"rendered":"

Crafting an effective customer feedback<\/a> survey is not as easy as it might seem. Asking the right questions and getting pointed feedback is something that guys at Corus help customers with all the time.<\/p>\n

We recently did an important job of asking for feedback from our customers to try to learn more about which features of our tool they \u201ccouldn\u2019t live without\u201d. The subtlety of asking in this way meant that we got better insights about which parts of our tool had become integral to our customers\u2019 workflows and day-to-day operations. This feedback helped us choose what things to promote via campaigns, with pricing tiers to use, and with making\u00a0product development<\/a>\u00a0decisions.<\/p>\n

Leveraging\u00a0Corus<\/a>, free-to-use user research and analytics tool, we were able to effectively poll our customers while being respectful of their time. In the embedded video below, we\u2019ll show you how you too can build something similar to get the most out of your creative marketing, pricing, and customer success<\/a> efforts. Here are some quick tips:<\/p>\n

Be respectful<\/h2>\n

Shorter is not always better, but when in doubt try to be as concise as possible. Your customers will thank you and appreciate that you are respectful of their time. Prior to sending out a customer satisfaction survey<\/a> take it yourself, and if possible share in your email\/post how long the survey will take (i.e. 2 minutes max!)<\/p>\n

Understand your goals<\/h2>\n

Net Promoter Score isn\u2019t very helpful if you don\u2019t understand the scale you\u2019re using (in the video we use a 5 point liker scale for simplicity, meaning that a 5 would be a promoter, a 4 would be neutral\/passive, and a 1\u20133 would be a detractor). Understanding your goals also means shaping questions that target specifically what you\u2019d like to do with the results \u2014 are you looking to determine which features to promote in next month\u2019s newsletter? Maybe think about having a question that limits a respondent\u2019s ability to pick features from a list (single-choice as we show in the video) and then compile the top two answers. Finally, it means thinking through choice architecture \u2014 don\u2019t lead respondents and think about the logic (show if, hide if) when building out your questions. Jillian does a great job showing what this looks like in the video.<\/p>\n

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