When it comes to sending online surveys to your customers, you will need to figure out what timing makes the most sense for your business.
For customer support surveys, we like sending them 20 minutes after every interaction. This helps us address any issues with the support itself, and the short delay gives customers a chance to figure out if the solution actually worked.
You can also send surveys at different stages of the customer lifecycle, such as:
- midway through onboarding
- every six months
- when you lose a deal (to figure out why)
- during renewal, or
- when a customer decides to cancel.
Again, make sure your timing is ideal. For example, sending an NPS survey too early could result in bad data since your customers haven’t had a chance to fully evaluate your product yet.