{"id":274,"date":"2015-08-12T09:15:06","date_gmt":"2015-08-12T09:15:06","guid":{"rendered":"https:\/\/conversion.com\/5-questions-you-should-be-asking-your-customers\/"},"modified":"2024-08-13T21:23:47","modified_gmt":"2024-08-13T21:23:47","slug":"5-questions-you-should-be-asking-your-customers","status":"publish","type":"post","link":"https:\/\/conversion.com\/blog\/5-questions-you-should-be-asking-your-customers\/","title":{"rendered":"5 questions you should be asking your customers"},"content":{"rendered":"<section class=\"c-post-content\" data-ref=\"case-content\">\n\t<div class=\"post-content\">\n\t\t<div class=\"post-content__container container container--medium\">\n\t\t\t<aside class=\"post-content__sidebar post-content__sidebar--links\">\n\t\t\t\t<div class=\"sticky-menu\" data-ref=\"case-content-menu\">\n\t\t\t\t\t<h3 class=\"sticky-menu__title\">Contents<\/h3>\n\t\t\t\t\t<ul class=\"sticky-menu\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t                            \t\t\t\t\t\t\t<li class=\"sticky-menu__item\">\n\t\t\t\t\t\t\t\t<a class=\"sticky-menu__item-link  active\" href=\"#introduction\" data-ref=\"case-content-menu-item\">\n\t\t\t\t\t\t\t\t\t<span class=\"arrow\"><svg viewBox=\"0 0 16 20\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M10.6875 9.34375V7.34375L13.3438 10L10.6875 12.6562V10.6562H2.65625V9.34375H10.6875Z\" fill=\"#F6876F\"\/><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"sticky-menu__item-text\">Introduction<\/span>\n\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t                            \t\t\t\t\t\t\t<li class=\"sticky-menu__item\">\n\t\t\t\t\t\t\t\t<a class=\"sticky-menu__item-link \" href=\"#whatdidyoucometothissitetodotoday\" data-ref=\"case-content-menu-item\">\n\t\t\t\t\t\t\t\t\t<span class=\"arrow\"><svg viewBox=\"0 0 16 20\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M10.6875 9.34375V7.34375L13.3438 10L10.6875 12.6562V10.6562H2.65625V9.34375H10.6875Z\" fill=\"#F6876F\"\/><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"sticky-menu__item-text\">What did you come to < this site > to do today?<\/span>\n\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t                            \t\t\t\t\t\t\t<li class=\"sticky-menu__item\">\n\t\t\t\t\t\t\t\t<a class=\"sticky-menu__item-link \" href=\"#isthereanyotherinformationyouneedtomakeyourdecision\" data-ref=\"case-content-menu-item\">\n\t\t\t\t\t\t\t\t\t<span class=\"arrow\"><svg viewBox=\"0 0 16 20\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M10.6875 9.34375V7.34375L13.3438 10L10.6875 12.6562V10.6562H2.65625V9.34375H10.6875Z\" fill=\"#F6876F\"\/><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"sticky-menu__item-text\">Is there any other information you need to make your decision?<\/span>\n\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t                            \t\t\t\t\t\t\t<li class=\"sticky-menu__item\">\n\t\t\t\t\t\t\t\t<a class=\"sticky-menu__item-link \" href=\"#whatisyourbiggestconcernorfearaboutusingus\" data-ref=\"case-content-menu-item\">\n\t\t\t\t\t\t\t\t\t<span class=\"arrow\"><svg viewBox=\"0 0 16 20\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M10.6875 9.34375V7.34375L13.3438 10L10.6875 12.6562V10.6562H2.65625V9.34375H10.6875Z\" fill=\"#F6876F\"\/><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"sticky-menu__item-text\">What is your biggest concern or fear about using us?<\/span>\n\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t                            \t\t\t\t\t\t\t<li class=\"sticky-menu__item\">\n\t\t\t\t\t\t\t\t<a class=\"sticky-menu__item-link \" href=\"#whatpersuadedyoutopurchasefromustoday\" data-ref=\"case-content-menu-item\">\n\t\t\t\t\t\t\t\t\t<span class=\"arrow\"><svg viewBox=\"0 0 16 20\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M10.6875 9.34375V7.34375L13.3438 10L10.6875 12.6562V10.6562H2.65625V9.34375H10.6875Z\" fill=\"#F6876F\"\/><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"sticky-menu__item-text\">What persuaded you to purchase from us today?<\/span>\n\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t                            \t\t\t\t\t\t\t<li class=\"sticky-menu__item\">\n\t\t\t\t\t\t\t\t<a class=\"sticky-menu__item-link \" href=\"#wasthereanythingthatalmoststoppedyoubuyingtoday\" data-ref=\"case-content-menu-item\">\n\t\t\t\t\t\t\t\t\t<span class=\"arrow\"><svg viewBox=\"0 0 16 20\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M10.6875 9.34375V7.34375L13.3438 10L10.6875 12.6562V10.6562H2.65625V9.34375H10.6875Z\" fill=\"#F6876F\"\/><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"sticky-menu__item-text\">Was there anything that almost stopped you buying today? \u00a0<\/span>\n\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t<\/div>\n\t\t\t<\/aside>\n\n\t\t\t<div class=\"post-content__content\">\n\t\t\t\t<ul class=\"post-content__sections\">\n\t\t\t\t\t                        \t\t\t\t\t\t<li class=\"post-content__section\" id=\"introduction\" data-ref=\"case-content-item\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"post-content__section-content\"><p>On-site survey tools provide an easy way to gather targeted, contextual feedback from your customers. Analysis of user feedback is an essential part of understanding motivations and barriers in the decision making processes.<\/p>\n<p><span style=\"font-weight: 400;\">It can be difficult to know when and how to ask the right questions in order to get the best feedback without negatively affecting the user experience. Here are our top 5 questions and tips on how to get the most out of your on-site surveys.<\/span><\/p>\n<div id=\"attachment_440\" style=\"width: 615px\" class=\"wp-caption aligncenter\"><a href=\"https:\/\/conversion.com\/wp-content\/uploads\/2022\/06\/ezgif.com-crop.gif\"><img aria-describedby=\"caption-attachment-440\" decoding=\"async\" class=\" wp-image-440\" src=\"https:\/\/conversion.com\/wp-content\/uploads\/2022\/06\/ezgif.com-crop.gif\" alt=\"On-site surveys are a great way to gather qualitative feedback from your customers. Available tools include Qualaroo and Hotjar.\" width=\"605\" height=\"266\" \/><\/a><\/p>\n<p id=\"caption-attachment-440\" class=\"wp-caption-text\">On-site surveys are a great way to gather qualitative feedback from your customers. Available tools include Qualaroo and Hotjar.<\/p>\n<\/div>\n<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"post-content__index\">\n\t\t\t\t\t\t\t\t<h3 class=\"post-content__index-title\">Contents<\/h3>\n\t\t\t\t\t\t\t\t<ul class=\"post-content__index-links\" data-ref=\"case-content-menu\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li class=\"post-content__index-link\">\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#introduction\" data-ref=\"case-content-menu-item\">\n\t\t\t\t\t\t\t\t\t\t\t\tIntroduction\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li class=\"post-content__index-link\">\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#whatdidyoucometothissitetodotoday\" data-ref=\"case-content-menu-item\">\n\t\t\t\t\t\t\t\t\t\t\t\tWhat did you come to < this site > to do today?\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li class=\"post-content__index-link\">\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#isthereanyotherinformationyouneedtomakeyourdecision\" data-ref=\"case-content-menu-item\">\n\t\t\t\t\t\t\t\t\t\t\t\tIs there any other information you need to make your decision?\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li class=\"post-content__index-link\">\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#whatisyourbiggestconcernorfearaboutusingus\" data-ref=\"case-content-menu-item\">\n\t\t\t\t\t\t\t\t\t\t\t\tWhat is your biggest concern or fear about using us?\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li class=\"post-content__index-link\">\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#whatpersuadedyoutopurchasefromustoday\" data-ref=\"case-content-menu-item\">\n\t\t\t\t\t\t\t\t\t\t\t\tWhat persuaded you to purchase from us today?\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li class=\"post-content__index-link\">\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#wasthereanythingthatalmoststoppedyoubuyingtoday\" data-ref=\"case-content-menu-item\">\n\t\t\t\t\t\t\t\t\t\t\t\tWas there anything that almost stopped you buying today? \u00a0\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t                        \t\t\t\t\t\t<li class=\"post-content__section\" id=\"whatdidyoucometothissitetodotoday\" data-ref=\"case-content-item\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<h2 class=\"post-content__section-title\">1. What did you come to < this site > to do today?<\/h2>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"post-content__section-content\"><p><b>Where: <\/b><span style=\"font-weight: 400;\">On your landing pages<\/span><\/p>\n<p><b>When: <\/b><span style=\"font-weight: 400;\">After a 3-5 second delay <\/span><\/p>\n<p><b>Why:\u00a0<\/b>First impressions are important and that is why your landing pages should have clear value propositions and effective calls to action. Identifying user intentions and motivations will help you make pages more relevant to your users and increase conversion rates at the top of the funnel.<\/p>\n<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t                        \t\t\t\t\t\t<li class=\"post-content__section\" id=\"isthereanyotherinformationyouneedtomakeyourdecision\" data-ref=\"case-content-item\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<h2 class=\"post-content__section-title\">2. Is there any other information you need to make your decision?<\/h2>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"post-content__section-content\"><p><b>Where: <\/b><span style=\"font-weight: 400;\">Product \/ pricing pages<\/span><\/p>\n<p><b>When: <\/b><span style=\"font-weight: 400;\">After scrolling 50% \/ when the visitor attempts to leave the page<\/span><\/p>\n<p><b>Why: <\/b>It is important to identify and prioritize the information your users require to make a decision. It can be tempting to hide extra costs or play down parts of your product or service that are missing but this can lead to frustration and abandonment. Asking this question will help you identify the information that your customers need to make a quick, informed decision.<\/p>\n<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\n\t\t\t\t\t\t                            <div data-target=\"post-newsletter-anchor\" data-device=\"mobile\"><\/div>\n                        \t\t\t\t\t                        \t\t\t\t\t\t<li class=\"post-content__section\" id=\"whatisyourbiggestconcernorfearaboutusingus\" data-ref=\"case-content-item\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<h2 class=\"post-content__section-title\">3. What is your biggest concern or fear about using us?<\/h2>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"post-content__section-content\"><p><b>Where: <\/b><span style=\"font-weight: 400;\">Product \/ pricing pages<\/span><\/p>\n<p><b>When: <\/b><span style=\"font-weight: 400;\">After a 3-5 second delay<\/span><\/p>\n<p><b>Why: <\/b><a href=\"http:\/\/chichilnisky.com\/pdfs\/Chanel_Chichilnisky_Influence_of_fear_in_decision_Definitive%20FINAL.pdf\"><span style=\"font-weight: 400;\">Studies<\/span><\/a><span style=\"font-weight: 400;\"> have found that \u201c&#8230;fear influences the cognitive process of decision-making by leading some subjects to focus excessively on catastrophic events.\u201d. \u00a0Asking this question will help you identify and alleviate those fears, and reduce the negative ffect they may be having on your conversion rates.<\/span><\/p>\n<h2><\/h2>\n<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t                        \t\t\t\t\t\t<li class=\"post-content__section\" id=\"whatpersuadedyoutopurchasefromustoday\" data-ref=\"case-content-item\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<h2 class=\"post-content__section-title\">4. What persuaded you to purchase from us today?<\/h2>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"post-content__section-content\"><p><b>Where: <\/b><span style=\"font-weight: 400;\">Thank you \/ confirmation page<\/span><\/p>\n<p><b>When: <\/b><span style=\"font-weight: 400;\">Immediately after purchase. Ideally embedded in the page (try <\/span><a href=\"http:\/\/www.wufoo.com\/\"><span style=\"font-weight: 400;\">Wufoo forms<\/span><\/a><span style=\"font-weight: 400;\">)<\/span><\/p>\n<p><b>Why: <\/b>We find that some of our most useful insights come from users who have just completed a purchase. It\u2019s a good time to ask what specifically motivated a user to purchase. Asking this question will help you identify and promote aspects of your service that are most appealing to your customers.<\/p>\n<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t                        \t\t\t\t\t\t<li class=\"post-content__section\" id=\"wasthereanythingthatalmoststoppedyoubuyingtoday\" data-ref=\"case-content-item\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<h2 class=\"post-content__section-title\">5. Was there anything that almost stopped you buying today? \u00a0<\/h2>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"post-content__section-content\"><p><b>Where: <\/b>T<span style=\"font-weight: 400;\">hankyou \/ confirmation page<\/span><\/p>\n<p><b>When: <\/b><span style=\"font-weight: 400;\">Immediately after purchase<\/span><\/p>\n<p><b>Why: <\/b>We find that users are more clear about what would have stopped them purchasing after they have made a purchase. Asking this question can help you identify the most important barriers that are preventing users from converting. Make sure to address these concerns early in the user journey to avoid surprises and reduce periods of uncertainty.<\/p>\n<p><i>What questions have you asked your customers recently? Have you asked anything that generated valuable insights? Share in the comments below!<\/i><\/p>\n<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\n\t\t\t\t\t\t                            <div data-target=\"post-newsletter-anchor\" data-device=\"mobile\"><\/div>\n                        \t\t\t\t\t\n\t\t\t\t<\/ul>\n\t\t\t<\/div>\n\n\t\t\t<aside class=\"post-content__sidebar post-content__sidebar--form\">\n\t\t\t\t<div class=\"sticky-newsletter\" data-target=\"post-newsletter-anchor\" data-device=\"desktop\">\n                \t<div class=\"post-newsletter\" data-target=\"post-newsletter\">\n    <h4 class=\"post-newsletter__title\">Real-world growth experiments. In your inbox. 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