How to fix a mistake on a survey response?
Photo by Jelleke Vanooteghem on Unsplash
From time to time a customer may accidentally answer your survey incorrectly, intending one thing, but picking the wrong choice. The cause could be anything, they skimmed the answer options, or perhaps they were tired and just assumed the positive answer options were on one side of the survey or the other. It happens.
If the customer intended to rate your business positively, but answered negatively, you might be emailed a Poor Survey Alert, which in turn hopefully prompts you to reach out to your customer. Or you read the response, and you identify what you believe to be a mistake by your customer. When you reach out to your client, you'll quickly discover they thought they had given a positive survey response. You can rest easy now, but how do you fix the survey response?
By far, the best approach is to ask the customer to correct their mistake directly. All the customer needs to do is click the survey link in the invitation email again, correct their answers, and resubmit the survey. If the customer deleted the email, send a request to our support team asking us to send the survey email to that specific customer again (please include the customer's email address), and we'll resend their unique survey link to them, or we can provide it to you to provide to them. Allowing the customer to correct their response may trigger them to provide a testimonial, review, referral or other valuable insight. When they resubmit their survey response, the system will be updated with the most recent response, and indicate this visually.
In some rare cases a customer will confuse the direction of the scales, and answer 100% negative but their comment is all positive. You'll likely uncover the mistake (and have a good chuckle with them) when you call the customer to inquire about their bad experience. In this rare instance where they answered 100% negative for all questions, yet they provided a comment that is obviously all positive, our team can make the correction upon request from your LoyaltyLoop admin. Again, we only do this when the choices are the absolute lowest scores to all questions, yet the customer's comment is obviously positive with glowing feedback.
Though customer mistakes on surveys are rare, they do occur. To help customers pick the correct ends of the scales, you may want to consider updating your survey with graphical features. One such graphical element we can add to your survey with visual cues as outlined in this post.