A simple smiley face could change the way that you analyse and understand customer satisfaction in your organisation. Smiley faces for surveys immediately evoke a far more welcoming response than even the most straightforward text base survey. And a growing trend towards using smileys in surveys shows how organisations are using this effective and multicultural customer experience collection tool.
What Are Smiley Faces For Surveys?
What type of benefits you can expect for response rates and insight when using smiley faces for surveys coming up? Let’s dig deeper.
Smiley faces for surveys replace the basic verbal, text-based customer satisfaction scale with attitude-appropriate smiley emojis to make surveys more welcoming, easier to understand, and more accurate. A basic satisfaction scale which would conventionally present:
|Extremely Dissatisfied||Somewhat Dissatisfied||Neither Satisfied Nor Dissatisfied||Somewhat Satisfied||Extremely Satisfied|
How was your experience today?
I think we can agree, this looks a lot better…The five blocks of text would instead be replaced with 5 friendly smiley faces. An easy to understand, and quick to complete selection composed of 5 smiley faces, helping you to get feedback quickly and in any environment. See for yourself:
What To Expect From Smiley Faces For Surveys?
Post-experience surveys can’t compete with in-the-moment feedback. With the use of emojis in your questionnaires and placing feedback kiosks in easily accessible areas, you will significantly increase your response rates and the reliability of your survey results. There’s also the opportunity for brand building that a well-designed feedback collection unit presents and endless scope for customising your surveys on the fly, thanks to real-time reporting and survey editing.
How Effective Are Smiley Faces For Surveys?
Here at ViewPoint, we put smiley faces for surveys to the test. Respondents were given two ways to provide feedback.
Firstly, we showed a screen with a brand image and the simple request “Please touch the screen to share your views – it will only take 30 seconds.
Secondly, we showed a screen with five smiley face buttons and a simple question “Overall, how satisfied were you with your visit today?
Offering customers smiley faces resulted in more than double the responses, with the average increase in response rate within retail, health, HR, and other settings falling between 100% and 500%.
Why Smiley Faces For Surveys Are Up to 500% More Effective
Smiley faces are a lighthearted visual representation of the sentiment shared concerning any given part of the customer experience, using the mechanics of a Likert scale to determine what customers feel towards your business or brand.
Humans think visually, with current research showing that over 65% of all people all visual learners. This means that they think what they see, literally. Smiley surveys are therefore easier and faster to comprehend for almost all people. Combine this with the other benefits like the fun approach and instant nature of emoji-based surveys, and it soon starts to become clear why smiley faces work so well.
The Benefits Of Smiley Faces In Surveys
Let’s take a closer look at some of the main reasons why smiley face kiosks and touch collection points work so much better than other mediums for getting a clear overview of what your customers are thinking and feeling.
Extremely Quick and Very Easy To Understand
Smiley face surveys are easy to understand and provide the quickest possible means of providing feedback. Everyone’s got time to hover over a touchless smiley and quickly make their selection.
As the old adage goes, a picture is worth a thousand words and when it comes to customer experience feedback collection, so is an emoji. The multilingual nature of emoji-based feedback collection using smiley faces ensures that all customers can offer their opinion, even younger ones.
Improved Loyalty & Real-Time Analytics
Two or three questions with answers presented across a scale of five smiley faces are all that it takes to gain tactical knowledge over what’s frustrating and delighting your customers or employees in real-time. The ability to determine the attitude of customers and staff in-the-moment allows you to quickly make changes and monitor the results creating a feedback loop. Armed with relevant customer data you can make organisational changes to increase customer loyalty or employee satisfaction.
Superior Feedback Collection
A smiley survey experience is an enjoyable experience that customers and employees enjoy. But, hidden beneath the deceptively simple exterior is a valuable cache of customer experience metrics concerning any part of the retail or service chain you need. As a more emotional interface you can expect not only more responses but more honest feedback without customers or staff overthinking the survey.
Accurate Feedback For Action-Orientated UX Growth
Extensive testing reveals that in-the-moment metrics are 40% more accurate than feedback collected just one day after the experience itself. Improved, accurate insights and live monitoring give you a clear understanding of satisfaction levels down to hourly factors. Adjustments made to the customer’s experience becomes data-driven because you will be able to quickly see the results through the feedback that you are collecting.
Multiple Smiley Survey Formats And Kiosks Available
Both touch and touchless gesture recognition technology is available, with free-standing, countertop and wall-mounted solutions available. Touch screens are protected by ViewPoint Nanoveu antimicrobial transparent film to prevent the spread of bacteria. Devices are all 4G and Wi-Fi enabled, ensuring constant connectivity for instant adjustments to survey questions, the survey format, and real-time statistics monitoring. Mains powered or battery operated, your multi-language open feedback device is always on.
Smiley Faces For Surveys, Real-Time Insights Like Never Before
Switch to in-the-moment smiley faces for surveys, and you’ll never go back. From the instant your survey is implemented you’re at a vantage point that allows you to make quick changes to your customer experience. From internal improvements to facilitate a better work environment for your staff to company-wide changes to your overall customer experience, smiley survey-based data collection arms you with accurate insights that drive growth and change.
About ViewPoint Smiley Face Survey Solutions
ViewPoint helps organisations to radically improve the quality of their services. Our interactive feedback technology engages with customers, employees and stakeholders to understand their satisfaction or dissatisfaction with the experience they encountered.
Our unique smiley face surveys attract, engage, and encourage users to leave their thoughts. Four reasons feedback kiosks are the preferred feedback collection method:
- Lower cost customer survey solution
- Suitable for all environments
- Reliable and always on
- Highly accurate insights
Find out more about how real-time surveys can help you assess customer and staffing issues, monitor improvements, and compare departments to deliver the best service possible.