The most impactful surveys start with clear goals. These goals will inform the questions you ask, who you send the survey to and how you’ll use the results. I've collected together a few of our own surveying principles at Intercom which should really help you get the most out of every opportunity.
1. Check if you already have this data
Check for previous research to see if any work has already been done on this topic. Protecting customers from over-messaging is key to a great customer experience.
If you want to collect data to enhance the user record, check that the data doesn’t live in other systems. You should be able to map that data using one of our integrations, or a CSV upload.
2. When to use a survey
Surveys are best when you need to quantify something. E.g. What percentage of my company's users use feature X for onboarding flows?
Surveys are great for collecting data that you can’t get from analytics E.g. customer sentiment.
Automating action from customer feedback - Intercom Surveys is especially useful for enhancing the user record as we can save responses as a user attribute. E.g. collecting role data for each user, then using that data to trigger a different onboarding Series.
3. Survey Goals
Finally make sure you can answer these questions clearly before you craft your survey:
What do you want to know?
Why do you want to know it?
What decision will you make based on the answer?
4. Get started!
Now you have a clear need for your survey, a clear goal for your survey, and hopefully a clear visualisation of how you'll get there. It's time to get started!
If you have any questions about getting the most from Intercom Surveys, just reach out.
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