91% of unhappy shoppers with a brand will exit without leaving any feedback or complaint.
With most unhappy customers leaving the brand uninformed, brands must find ways to collect customer feedback and satisfy unhappy customers. Around 89% of businesses that focus on delivering a delightful customer experience perform better in conversions and revenue. So, they must use website popup surveys to find out friction points and why customers are leaving the brand.
Along with collecting customer feedback in real-time, these surveys collect quality leads, reliable responses and crucial customer data in a non-intrusive manner. While creating website popup surveys, brands should have a clear goal, target the right audience, time the survey appropriately and include limited fields.
Brands should set trigger options like exit-intent, on-click, time-based and scroll-based. Using strong visuals and CTAs can help brands attract audience attention. Further, keep a balance between open-ended and close-ended questions and A/B test surveys questions to get desired results. In the survey, ask visitors' experience on exit intent, how they reached the site, why they did not make a purchase, and measure the net promoter score.
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[13 minute read]