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Frequently asked questions

Everything you need to know about the product and billing.

Why should I use software to collect customer feedback?

Better data, higher accessibility, less stress, more automation - there are a ton of benefits of using customer experience software over manual feedback collection. A few of those benefits:

Distribute surveys and collect feedback automatically. Software can automatically send surveys based on specific behavioral triggers (after a completed appointment, when a service ticket is completed, quarterly, etc.). Without software, someone has to send every survey manually - if they remember, that is.

Consolidate and analyze survey responses. Software not only synthesizes customer feedback automatically, but it can create a progressive profile of each respondent to analyze trends over time to highlight important customer experiences. That would take a huge amount of time for even seasoned analysts.

Integrate with the tools you already use. From your CRM to the platforms your team uses to communicate, customer experience data and outcomes benefit your team more when they’re accessible.

Automate repeatable proceses with workflows. When feedback that requires resnse comes in, a customer experience platform can alert a staff member to take action. This gets the customer to a resolution faster and improves their experience overall.

All of this leads to quantifiable benefits, including increased customer loyalty, decreased churn, and revenue growth. We’d be happy to show you how our customer experience management platform could benefit your organization specifically - let’s talk.

‍Learn more about customer experience software >

What are customer experience surveys?

Customer experience surveys are designed to gauge customer satisfaction, preferences, and expectations regarding a company's products or services. These surveys are used by businesses to collect valuable feedback directly from consumers.

What questions should I ask in my customer experience surveys?

For effective surveys that customers will actually complete, we recommend using one to three Net Promoter Score (NPS) questions.

1. "On a scale from zero to 10, how likely are you to recommend our business?"

2. Follow up with one or two relevant cascading questions that ask "why?" to uncover the reasons behind each response. For example, "Why did you choose that score?"

Remember: less is always more in customer surveys. Surveys with one to three questions see 83% completion rates, while surveys with 15+ questions fall to 42% completion.

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What’s a good response rate for customer experience surveys?

Typical responses for customer experience surveys are between 10 and 30%. AskNicely customers see an average response rate of 22 and 25%.

How can I get higher response rates on customer experience surveys?

If you want to improve response rates on customer experience surveys, there are a ton of levers you can pull. To start, here are a few ideas you can test:

1. Make requests more timely to the service provided.
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2. Send surveys from your email domain, like email@YOURCOMPANY.com, rather than a third party’s email domain like email@SURVEYCOMPANY.com.
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3. In your email address, use a word or phrase that encapsulates the message you want customers to associate with their interaction.
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4. Send survey reminders within a week of your initial request.
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5. Tweak the time of day you send out surveys. Consider your customers’ schedules and test different options!
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6. Share with customers why taking the survey will benefit you. Notifying your customers that they should be on the lookout for your surveys by saying "we want to give you a voice!” can go a long way.
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7. Check your data to see if certain days or times have low response rates. We often see weaker response rates on Fridays, for example.
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8. Personalize your request. Email subject lines like “Mary! We want to do better. Will you tell us how?” can boost open and response rates.

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Support

Frequently asked questions

Everything you need to know about the product and billing.

What are the best metrics to measure my customer experience?

Striving to improve customer experience, increase loyalty, and support sustainable growth?

We recommend measuring a combination of these customer experience KPIs:

1. Net Promoter Score (NPS)
2. CSAT -or- 5-Star

‍See why >

Does AskNicely integrate with my existing CRM or support software?

Absolutely. AskNicely integrates smoothly with many popular CRM, CX, and service platforms, so you can gather and act on feedback alongside your existing workflows. This makes it easy to pull in feedback data and keep all customer information connected.

Can I customize surveys for different customer journeys?

Absolutely. AskNicely offers customizable surveys to fit different touchpoints in your customer journey, including email, SMS, and in-app options. This flexibility ensures you capture the right insights at every stage of the customer experience. Not sure what you need? Our experts can help you design the right survey experience to get the most out of your feedback.

What pricing options are available with AskNicely, and how do I choose the right one?

AskNicely offers three pricing tiers to fit the needs of different service businesses:

Learn (From $449/month, billed annually): Ideal for businesses focused on capturing essential customer feedback. This plan includes CSAT and NPS surveys, unlimited users, up to 12,000 responses per year (pricing may vary), AI-powered surveys, automated workflows, and reporting tools, like leaderboards.

Grow (From $849/month, billed annually): Our most popular plan, perfect for teams looking to improve retention through deeper customer insights. This package includes everything in Learn, plus AI insights reports, real-time TV displays, Slack and Microsoft Teams integrations, feedback assignment, and tools for requesting reviews and generating testimonials. Optional add-ons, like reputation management and SSO, are also available.

Transform (From $999/month, billed annually): Designed for organizations ready to align company-wide around data-driven CX improvements. It includes all features from Grow, plus in-app surveys, white-label surveys, unlimited API data extraction, CX goal-setting and recognition, team huddles, and frontline coaching. Optional add-ons include reputation management and SSO.

Need help choosing the right plan or expect more than 12,000 responses per year?
Our team is here to help you find the perfect solution for your business. While most midsized businesses generate between 5,000 and 15,000 responses per year, we also support businesses in the 100,000+ response range. For larger volumes, contact us to get a customized quote that meets your specific needs.