Tools like surveys and feedback forms can be handy for deriving insights from your customers. However, understanding when and how to use these tools is all the more important. Let’s begin.

A Glimpse Through the Basics

Survey form

Imagine a well-coordinated team working on a complex project. That's a survey for you. Surveys are used in broad research, giving a larger picture of trends, demographic data, and brand awareness.

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A survey form is ideal for market research, gauging consumer satisfaction across your product line, or understanding company-wide employee engagement. The questions aim to dig deep and provide a comprehensive and detailed view of the data.

Feedback Form

Imagine a skilled consultant who provides instant solutions to a problem. That's a feedback form!

A feedback form captures specific instances of user experience, such as an instant pop-up after a website purchase or problem resolution reviews after talking to a customer service agent.

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The feedback form is aimed to provide insights into the user's immediate thoughts and feelings in the given context, which is much narrower than a survey.

Survey vs Feedback: Use Case Strategy

The secret to success lies not in choosing between a survey or feedback but in employing them symbiotically - so that they both work in sync. Set the foundation with surveys, understand broader trends, and identify areas to probe. Complement this with feedback forms to highlight specific customer journey touchpoints that require immediate problem-solving in terms of engineering, design, or marketing.

Survey vs Feedback: Where Are They Used?

As per sectors

1. Healthcare: A patient satisfaction survey offers a broad oversight of healthcare quality. While specific post-procedure feedback forms reveal areas for improvement - staff, nursing, hygiene, or treatment.

2. Packer-Mover Services: A survey form can assess overall customer satisfaction levels, while post-move feedback forms can highlight specific problems a customer faces during the shifting process.

3. Financial Services: A market research survey can reveal customer preferences for financial products. However, you can identify post-transaction hurdles a customer experiences via an online feedback form.

As per industry

1. Marketing: Surveys inform campaign strategies by understanding target demographics. Syncing with a website feedback form to understand specific user interactions can help with optimizing landing page pages.

2. Software Development: With a bug survey form, you can assess the overall problem areas of a customer. However, a specific post-fix feedback form can bring out the change in user experiences to help with the product roadmap.

3. Sales: Pre-call survey forms can uncover customer needs and tailor pitches. Later, post-call feedback forms can find objections or FAQs and refine sale strategies.

4. Customer Service: You can track overall satisfaction using a post-purchase survey form. At the same time, a feedback form on specific interactions can personalize the customer journey.

Make, Analyze and Act on the Data

The value of data collection lies in creating actionable steps for a better product or service. Carefully examine your results, identify prevalent trends, and use this insight to refine your products, propose services, and customize user experiences. If you’re planning to make any SaaS survey or feedback form, check out WorkHack and get started for free. Fast forms with higher conversion rates than other forms.