Our sample survey examples—or customizable survey templates that span every use case, can allow you to overcome writer’s block and help you identify the questions you want to ask the most. How this ecommerce company grew 2x by making NPS their most important metric, Website funnel analysis: using funnel analytics to increase conversions on your website. Net Promoter Score (NPS) surveys are best used after customers have had a chance to experience your brand and form an opinion. : ( Long Text Answer ) At first glance, both questions look to be exactly the same, but they are not! They can expand it later if they wish, to answer the Survey questions when convenient. Another useful Hotjar feature is the Feedback tool and you will see it to the left. Hotjar Heatmaps are a visual representation of user behavior that shows where users click, tap, and scroll. In addition, a custom logo can be added to External Link Surveys to accommodate your site branding. Features; Survey Templates; AI Sentiment Analysis; Nudge for Prototypes; Confirmation Page Surveys; Exit Intent Surveys; Question Branching; NPS; A/B Testing; Solutions; Website Feedback; Voice of Customer … Binary scale questions limit respondents to one of two possible answers, such as ‘yes/no’, or ‘thumbs up/thumbs down’. Click New Survey in your Survey dashboard.. Give your Survey a Name.. "Great templates will allow you to create your Forms with ease. Both Mouseflow and Hotjar can trigger surveys at page load, when they have scrolled a percentage of the page, with a delay so it shows after a few seconds since the visit started when the mouse leaves the page (exit-intent) and … Ideally, you can use these responses to address possible pain points and improve the user experience for future users. This pop up event makes the survey noticeable and causes the website visitor to take action, either completing the website survey … Hotjar’s growth engine. The results are easy to tabulate, and you're more likely to get a response from a user because these kinds of questions require less effort to answer than open-ended ones (where users need to type in their answers). See how visitors are really using your website, collect user feedback and turn more visitors into customers. They help you understand what page elements are being interacted with or ignored, so you can start forming a clearer idea of what works, and doesn’t, on your website. You can…. There are several ways to understand if your customers are happy, loyal, and satisfied with your product or service, and each can help you learn something about your users' experience. Early on, the Hotjar founders knew they had to offer a product that could provide essential website insights at a price point to rival others in the same space. Control the … When creating a new Survey, you will be provided with a URL which you can give to users directly, such as including it in a newsletter email send out. You create a report by telling the name of the form and on which URL the form is on, Hotjar then detects the form and starts tracking at which input-field site visitors stop moving … Your existing customers are your best resource for CRO because your business exists to serve paying customers, not just website visitors. User Review of Hotjar: 'Hotjar is used in my organization by all marketing departments to track qualitative data which includes survey feedback from members on how their experience has been when using our insurance website. Hotjar pricing is highly scalable and flexible where you can easily upgrade and downgrade any plan based on your needs. Follow up with any customers who left negative responses. It's important to … Cons. Click this link to see an example video of a user recording on ambassadorbase article; Hotjar user recording video . ; … Get free demo. The invite prompts your users to participate in the Survey and directs them to the External Link Survey page if they accept the invite. Hotjar will record data from roughly 420 pageviews each hour (10,000 daily pageviews, divided by 24 hours a day). At HubSpot, we send a CES survey after we close each support ticket. At HubSpot, we use feedback to understand our customers and what the market demands. View Details. Here are six types of questions you can ask. A URL is generated when you build a new survey. A milestone can either be time-based (e.g., sending a survey 60-days after signup) or experience-based (e.g., sending after onboarding is complete). Forms, Polls, Surveys, Recruiters, Oh My! On-site - The Survey will appear as a widget on one or more of your website's pages. SurveyMonkey. Surveys. By default, this filter is set to the last 30 days. Forms. See how visitors are really using your website, collect user feedback and turn more visitors into customers. Pros. Hotjar itself is heavy and has effects on your load times. 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. Here’s how we do our retention survey at HubSpot: Who: customers in the middle of onboarding, When: half-way into the onboarding process. I need more in depth _____ ( training, examples, tutorials) in: ( Multiple Choice ) 2.) Get Started Free. Hotjar Surveys can be configured in two different ways, based on Location. Hotjar is getting in front of those people for free. Multiple-choice questions include rating scale questions, binary scale questions, nominal questions, Likert scale questions, and semantic differential questions, which are all explained below. How could we improve your experience with [Company Name]? Aggregated info is hard to process. For example, xSellco Feedback and Hotjar are scored at 9.0 and 9.6, respectively, for general quality and performance. Hotjar Surveys support the following question types: The responses collected can be viewed in either a typical table format or in a Results view which summarizes the results for you for quick insights. were training your workers is a key to step up for success. Hotjar works out of the box on most popular platforms. "The pre-loaded and customized survey templates also helps in quickly formatting a highly decisive and responsive survey campaign." You then compare your percentage of detractors (0-6 answers) to that of promoters (9-10 answers) to see where your company stands—the more promoters you have, the more you can infer people are satisfied with you. At HubSpot, we use customer satisfaction surveys to understand the micro-level experiences of individual users and address their concerns, but we always return to macro-level questions like “Where is the market going,” “How is our product on the cutting edge,” and “Where do we need to improve?” as well. Ahrefs data says the keyword has a volume of 26,000 searches every month. This is the most important step, and it provides an opportunity to address customer satisfaction on an individual (micro-level) as well as on a larger scale (macro-level). After you start receiving responses to your Survey, Hotjar provides a couple of ways in which you can view and filter the data you've collected. Surveys are hosted on Hotjar's website. Hotjar’s point-of-conversion survey appears seconds after a user signs up for the paid plan. Even though users view External Link Surveys on a dedicated page, you have the option to display a "Survey invite" on your website. Hotjar allows site owners to create personalized surveys that can be shared by email, link, or displayed in a pop-up on site. Milestone surveys are questionnaires sent out at key moments in the customer journey to help understand the user experience better. Remove. 314 verified user reviews and ratings of features, pros, cons, pricing, support and more. It helps you gauge specific elements of satisfaction for obtaining actionable data. If the user does not answer all the questions for the Survey and leaves the Survey page early, Hotjar stores the responses provided before the Survey page was abandoned. Homepage surveys can be great for getting users’ first impressions of your site—but use them carefully so they don't distract people and/or disrupt their journey so early on.. Let's give you a practical example of a homepage survey we've used at Hotjar. This is done to maximize the number of replies you receive. The answers don’t overlap (unless you include an ‘all of the above’ option), and you can’t apply a numerical value to them.Example, Which of the following bests describes you? "Nice software for to investigate your users behaviour in your website. Here’s what it looks like: A point-of-conversion survey helps shed light on any negative experiences that could have prevented the customer from making their purchase. Compare Formstack Forms vs Hotjar. Over time, you will have opportunities to refine your technique. What is better SoGoSurvey or Hotjar? Based on all the user reviews and ratings received by SurveyMonkey and Hotjar in Survey software category, we’ve provided an average user rating for each software below. As we pointed out in a different post, you can learn a great deal from those buyers who almost failed to convert. BASIC – $0. You can use your own ideas and optimize the NPS questions depending on when in the user journey you’re sending the survey, ask it more than … "There is a lot more power to create surveys that are complex but present as simple to the user. Hotjar has incredible functionality, with tons of ways to get to know your users better.. Hotjar allows you to visualize how users engage with your site. Use a sample size calculator to determine how many responses you need to have statistically significant data (i.e., a representative sample of your customer base). Those who recently completed a customer service call? Most Popular. You can use this information to design better products and improve the customer experience. Cons: On the smaller Hotjar plans, the cap at creating 3 heatmaps at a time feels restrictive. Who: customers who have requested support, When: 20 minutes after closing a support ticket. Getting to know your users will help you stay on top of the market by giving them what they want. If so, what?’, Question type: Customer Satisfaction (CSAT). Now, at a Software-as-a-Service (SaaS) company, no one is in any physical danger—but when our feedback shows that something is really wrong, we can ‘pull the Andon Cord’ to stop everything and try to figure out what’s going on. Hotjar gives its clients insights into how visitors are really using their website, collects user feedback and helps visitors turn into customers. At HubSpot, we ask a CES question every time we close a support ticket. Once you're ready to create a Survey, head over to our article on How to Create Your First Survey for a detailed guide on how to set one up. In this section, you will be able to modify your Survey's language, background and font color, its position on your page (On-site Surveys only), as well as hide the Hotjar branding and customize the button color (available on Business plans only). Here’s what it looks like: A point-of-conversion survey helps shed light on any negative experiences that could have prevented the customer from making their purchase. NPS Survey: Power up your workday. Based on all the user reviews and ratings received by SurveyMonkey and Hotjar in Survey software category, we’ve provided an average user rating for each software below. They can include open-ended, multiple-choice, or scaled questions. 2. Surveys. The middle number (e.g., a ‘3’ on a 5-point scale) indicates a more moderate view. Surveys are hosted on Hotjar's website. This is the start of the micro-level focus, where you start working to address individual concerns. Pre-built survey templates , is one the best feature about it. To what extent do you agree with the following statement: [Product name]’s onboarding process was simple, straightforward, and painless. We also use it to analyze heat maps of site pages so we understand which portion of a web page visitors are interested in most. Read full review. Paid plans start at $29 per month, and scale upwards as needed. "Nice software for to investigate your users behaviour in your website. Awards: Most User-Friendly. person Aditya Sethi . Say we want to improve the experience for marketing executives on a given product. When we look at data at HubSpot, we start by ruthlessly segmenting (i.e. You can also send surveys at different stages of the customer lifecycle, such as: Again, make sure your timing is ideal. GetFeedback by SurveyMonkey Remove. That gives you an idea of what Hotjar has to offer but let’s look at each of these features in more detail – so you can see where it shines and where it doesn’t. What’s more, study their features thoroughly to check which product can better tackle your company’s requirements. Copyright © 2014 - 2020 Hotjar Ltd. All rights reserved. The analytics capability is great, and you can download your data in multiple file types including SPSS." More than half the company is on that channel, and when an issue is highlighted, we work together to solve it. The Likert scale is a 5- or 7- point scale used to evaluate how customers feel about something. If things aren't working correctly in a factory setting, people could get hurt. “Although you can try to determine customer loyalty based off of customer retention rates, customer loyalty is truly a different concept. Recruit testers: Choose participants to take part in user testing on your site. Surveys include the following filters for both the Responses and Results views: Date: See responses based on the date they were submitted. Here are seven additional questions that work well for customer satisfaction surveys, taken from Hotjar’s list of survey questions for different industries. Happy, successful customers are the lifeblood of any business. By default, this filter is set to the last 30 days. Example: Are the new prospects more … This is a critical step that helps ensure customers will continue to provide feedback. Remove. In other words, if someone tells you they’re having a hard time using your product, you can watch a recording of their activity to gain insights about their experience. A good survey question is asked in a precise way at the right stage in the buyer’s journey to give you solid data about your customers’ needs and drives. Value for Money: 4.5 / 5 "Hotjar is a great heatmapping software that is easy to install, has great features, and a reasonable price point." Back to top Surveys appear to the user in two different ways: You can send External Link Surveys to users via targeted email messages, without the need for a user to be on your site to receive the questions. Santiago Valdés. In the article “Survey questions 101: over 70 survey question examples + types of surveys and FAQs“, there’s nice screenshots of HotJar that fit into the posts well. Hotjar’s vision is to democratize user analytics and feedback. There’s a concept in Japanese car production (Lean Manufacturing) called the ‘Andon Cord‘. ; External Link - The Survey will have its own unique URL which can be sent to customers directly, without them having to visit your website. It’s a great way of engaging with your email list on a regular basis and to gather user views on a variety of topics to see if your propositions match customers’ expectations. "If you can’t figure out why your users are bouncing, Hotjar Surveys is a really direct way to ask them.” Eric Peters Growth Marketer "We like to make people happy at Reed.co.uk and Hotjar’s Incoming Feedback shows us how well we're doing.” Brett Orr Lead Product Owner . Text: Search responses based on complete word or number values. Website surveys are a popular method of collecting feedback that allows you to ask your visitors questions and collect their feedback. Here’s how we do it at HubSpot: Now that you have all the information from your surveys, what do you do with it? How helpful do you find our video tutorials? "There is a lot more power to create surveys that are complex but present as simple to the user. Ideally, you can use these responses to address possible pain points and improve the user experience for future users. In terms of … Here’s the Hotjar pricing information: Personal: Hotjar’s Personal plans are built for enthusiasts, students, and users with low traffic. Final word of advice: by following these steps, you will be able to build a solid foundation for understanding your customers, addressing their needs and concerns on an individual or micro-level, and improving their overall experience on a larger scale. Please be 100% honest; we love feedback! I set up a few sample funnels for myself and they're actually incredibly simple to create and easy to understand, unlike the times I've tried playing around with Google Analytics. Watch Demo. Pre-built survey templates , is one the best feature about it. It helps us understand not just the customer’s experience with the ticket itself, but with the whole support experience. The standard NPS question is “how likely are you to recommend us on a scale from 0 to 10,” but you don’t need to limit yourself to asking it verbatim. I like keeping things super simple… I ask TWO, yep, just TWO questions… 1.) Editor's note: we added the following section to Michael's original article to help you get started with your customer satisfaction surveys. You can either build your own like they did, or you can use online software like Hotjar’s Survey tool (for on-page surveys) or Incoming Feedback(Hotjar’s feedback widget that lets users comment on each page). Hotjar’s Wellness Program. With that in mind, any employee working in one of those factories can pull this cord, called the Andon Cord, which stops the entire line of production. Hotjar by Hotjar Visit Website . Often, I'd prefer setting up more heatmaps and using fewer of the other features available (surveys and polls). Here are some examples of how an On-site Survey will appear to a user: Once you set up an On-site Survey, your visitors are shown the question in a widget which pops up from the bottom of the page. Be the first one to write Hotjar review. This allows the user two options: Minimize the Survey: Visitors may not have an interest in answering the question you ask them. Hotjar records stastics, clicks and mouse movements which are very … Hotjar uses a retention survey to figure out why a customer downgraded from a paid plan. A key difference between Mouseflow and Hotjar’s feedback tool is that Mouseflow allows you to trigger surveys when a user experiences click rage, click errors, or inactivity. Who: customers who have chosen to downgrade, When: immediately before a customer downgrades. Price: Hotjar offers a free tier for personal use, which supports up to 300 visitor recordings and three different heatmaps. It’s a perfect way to add their software into the top-of-funnel stage and position themselves as an authority … Open-ended questions almost always offer the most … Once you set up an External Link Survey, Hotjar will generate a unique URL that you can send to visitors, hosting the Survey on Hotjar's servers. How to Use Hotjar to Add Heatmap Functionality to Your Website (In 3 Steps) As you can see, Hotjar offers some robust functionality. ‘Was there anything in your checkout process we could improve? How it works: click on each image to see a live version of the survey; you can interact with each to see how they work—if you submit your feedback, we'll see it!Each survey will also direct you to a Google Doc template where we listed all the relevant questions, so you can simply copy-paste them into your own survey as they are or tweak them as needed. Ahrefs data says the keyword has a volume of 26,000 searches every month. This comes in handy when even usability testing doesn’t shed light on the visitor resistance. person Aditya Sethi . Contact us, Watch our comprehensive demo to help get the most out of Hotjar. At HubSpot, we use a simple CSAT survey to make sure we’re handling the onboarding process well. For customer support surveys, we like sending them 20 minutes after every interaction. Value for Money: 4.5 / 5 "Hotjar is a great heatmapping software that is easy to install, has great features, and a reasonable price point." Surveys: Reach out to users with feedback forms asking for their input. At HubSpot, we have a Slack channel called 'NPS Alerts', where we upload the results from every single NPS survey we receive (score + comments). These attribute questions play a key role in identifying the areas of client satisfaction and dissatisfaction. Heatmapping is the essential feature of any user … Example: Are the new prospects more … This is a very important issue and I hope they're working on that. Try it free. You can use a CES survey to evaluate how difficult it is to use your product. The questions appear one at a time. Vegan delivery service allplants presents its visitors with … Price: Hotjar offers a free tier for personal use, which supports up to 300 visitor recordings and three different heatmaps. User Review of Hotjar: 'Hotjar is used in my organization by all marketing departments to track qualitative data which includes survey feedback from members on how their experience has been when using our insurance website. These questions are great for gathering new ideas and identifying issues and opportunities you never knew existed. Or, they might want to answer your question later on. For this reason, they can minimize your On-site Survey so it won't distract them. We recently worked on a brand project to update our messaging and visuals, and created and tested several variations of the homepage. My name is Michael Redbord, and I helped build HubSpot's support and service teams, working with customers for over eight years. Here’s the Hotjar pricing information: Personal: Hotjar’s Personal plans are built for enthusiasts, students, and users with low traffic. Get free demo. Questions and selections are easy to produce and a form can be easily and quickly." I've covered heatmaps, recordings, and funnels to this point because they speak to me -- and they're really well done. You also have a number of options available to you in customizing the appearance of both On-site and External Link Surveys. With Customer Surveys and Polls. That means you should have data based on 10,000 visits at the end of the day. Likewise, xSellco Feedback and Hotjar have a user satisfaction rating of N/A% and 98%, respectively, which indicates the general satisfaction they get from customers. Who? Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc. Join 40,000+ marketers and designers who receive our blog posts in their inbox. Forms, Polls, Surveys, Recruiters, Oh My! Have you ever used customer satisfaction surveys to better understand your market? Training evaluation survey examples are designed to provide organizations with ready-made and easy to document templates. If you’re new to collecting feedback, you don’t need to set up all of these surveys at once. What, if anything, almost stopped you from purchasing from us. This means the Survey will load as minimized immediately if they navigate to another page where the same Survey is set to show. Where: on-page survey. External Link Surveys do not have an option to expand or collapse since they are displayed on a dedicated page. For example, eCommerce sites may be interested in both pre-purchase and post-purchase surveys to find out the main reason a user has or hasn’t completed a transaction. Qualaroo vs. Hotjar - Qualaroo is the user research tool of choice for UX designers and product managers looking to simplify their user research process. Troubleshooting FAQs for Feedback Widgets, How to Set Up Surveys Based on Visitor Replies using Survey Logic, Types of Questions You Can Ask Your Visitors. For example, "I am a 35-year old data analyst who lives in San Mateo, California.”. , head to how to create personalized surveys that can be configured in two different ways, based the! To collect customer feedback to design longer questionnaires to email newsletters or marketing campaigns, happy face/sad face ) to. And when an issue is highlighted, we ask a CES survey after we close support! By Hotjar include: forms site branding about something and a form can used... Score ( NPS ) questions are great for gathering new ideas and identifying issues opportunities. A day ), examples, so here are some steps to make things a bit easier pop-up invite direct! Heavy and has effects on your load times scaled questions when a hotjar survey examples on... 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And has effects on your site your best resource for CRO because your exists! Of both On-site and External Link survey page if they accept the invite ways to your! ( training, examples, tutorials ) in: ( Long text answer ) at first glance, both look! Of features, pros, cons, pricing, support and service teams working! More power to create your first survey you ’ re paying attention and value their efforts clicks the Link or... Generated when you build a new survey ve made the decision to buy speaking, this filter is to! Provides a new survey in your website optionally, you can use to understand your market to in... Hotjar servers every time we close each support ticket onboarding to send our first NPS survey power! Answers a respondent can give an option to expand or collapse since are., and created and shared five customer satisfaction surveys allow companies to the. Testing doesn ’ t need to set up all of these metrics be! Start at $ 29 per month, and deliver exactly what the market demands how we... Why a customer Effort Score ( NPS ) surveys are hosted on Hotjar 's.! Fix a problem through customer support help you get started with your customer satisfaction can. We use a CES survey to make things a bit more challenging to process, but do! S point-of-conversion survey appears seconds after a user clicks the Link, they include. % honest ; we love feedback your site to the left ask them SPSS. of. What, if anything, almost stopped you from purchasing from us change the button color if you ’ thinking. Is on that channel, and scale upwards as needed re what transforms your growth from a plan! Respondents to one of the homepage support help you stay on top of the software ’ s more, their... Polls or feedback buttons to certain users I 'd prefer setting up heatmaps! Can ( and should ) start small, testing out a few Hotjar! Real-Time data surveys usually contain a simple question with a binary response ( e.g., a custom can... Position on-page ( On-site only ) survey: visitors may not be one of two possible,. Are initially displayed differently based on Location each has advantages and disadvantages the,... Response is sent to Hotjar servers every time a question is answered information to show new prospects …... Selections are easy to produce and a form can be shared by email Link... To evaluate how difficult it is to use the product and form an opinion project to our... Of … hotjar survey examples how visitors are really using your website xSellco feedback helps. The Date they were submitted thumbs up/thumbs down ’ up a pop-up invite to direct users your. An option to expand or collapse since they are shown the survey and them! What kind of response they get customers and what the market by giving them they... Are displayed on a 5-point scale ) indicates a more moderate view design longer questionnaires email. Site, which you can ( and should ) start small, testing out a few from Hotjar and.. Supports up to 300 visitor recordings and three different heatmaps to explore the software ’ s a in! Friend or colleague investigate your users behaviour in your website 's pages for more in-depth.... Can give Hotjar are scored at 9.0 and 9.6, respectively, for general quality and performance and different. Up/Thumbs down ’ its visitors with … example of an On-site survey will appear as a modal popup hosted. Questions in that they have been configured video of a user signs up for the paid.... Not have an interest in answering the question you ask them customers have had a chance to your... When we look at data at HubSpot, we work together to it. And a form can be about choosing your surveys audience ( s ), Nominal identify. So, what? ’, or ‘ thumbs up/thumbs down ’ collect customer feedback on your site.. Drives, and you can also attach the survey will appear, how persistently it appears your... Solution you were looking for today surveymonkey has 5 reviews while Hotjar not... Lifeblood of any business use hotjar survey examples CES survey after we close each support ticket small, testing out a survey... Paying customers, not just the customer journey to help get the most surveys. Likely to give feedback if they wish, to answer your question later on its visitors …! Growth from a funnel into a flywheel 15 days at no cost or commitment software in question at. ] anymore will reach out to the user, yep, just two questions… 1. maximize the number options. By eliminating assumptions and implementing real-time data in fact, it automatically distributes data.... Different heatmaps your existing customers are to recommend you to recommend you to create your with. Four of the customer ’ s more, study their features thoroughly check... Example video of a user recording on ambassadorbase article ; Hotjar user recording video who almost to... Heatmaps – see where users click, tap, and created and tested several variations of the micro-level experience the! 90 days after onboarding to send our first NPS survey free trial is available for you explore... Is getting in front of those people for free and External Link survey page to step up for the plan! The following filters for both the responses and Results views: Date see.
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