Lucky Orange Surveys: Best practices & tips

Want to get the most out of your Surveys? Here are 5 of our best practices and tips for Lucky Orange Surveys.

1. Before you begin: What’s your Survey goal? 

Surveys can be used in a variety of ways, and it pays to start with the purpose of your Survey. We often see users struggle when they want to run a Survey but don’t know what they want to ask or the goal of the Survey. 

  • If you want more responses, use Multiple Choice, Like/Dislike or Ratings Surveys.
  • If you want higher quality responses, use Open Ended Surveys.

Here are some resources from the Lucky Orange blog to get the creative juices flowing:

2. Use Multiple Question Surveys

Multiple Question Surveys can add more engagement and value to your Surveys by asking your visitors more than one question. These can be especially useful for product development, market research and website usability. 

For more responses: 

  • Use an invite to inform visitors that they’ll be asked several questions
  • Offer a promo or discount code in the invite to further encourage responses

Helpful resources from the Lucky Orange blog:

3. Change your thank you message

Lucky Orange Surveys include a thank you message following a visitor’s Survey response. You can customize the response based on different responses for Ratings and Like/Dislike Surveys. Use a different response for high and lower responses to maximize your opportunities with your visitors: 

High Responses

Like/Dislike: Like
Ratings: 4-5 stars

  • Link to leave a review
  • Promote your newsletter
  • Generate interest in similar services or products
  • Share your referral program 

Low Responses

Like/Dislike: Dislike
Ratings: 1-3

  • Allow for additional feedback with a prompt such as, “Oh on! Can you tell us where we went wrong?” or “We’re sorry for that! How could we make your experience better?”
  • Link to your customer support email
  • Promote your help center or FAQ page
  • Direct them to your Contact Us page

Follow up with low responses to the best of your ability: 

  1. Navigate to Communicate from the left navigation if you haven’t already
  2. Click on View Results to the right of your desired Survey
  3. Select the response from the chart, such as a 2-star rating or dislike
  4. You can also select Visitors tab located at the top of the Survey summary

For known customers (displayed with their names): Click on the customer’s avatar shown as their initials in a colored circle to show a quick summary of their Visitor Profile. Copy their email address (if available) and reach out to them proactively to address their concerns.

For unknown visitors (displayed with a unique identifier): Click on the visitor’s avatar shown as a combination of a color and fruit/vegetable. If you have Chat enabled, use “Message” to leave them a message that they will then see once they return to your website.

Helpful resources from the Lucky Orange blog:

4. Use triggers wisely

When you create a Survey, you can set triggers that customize how the Survey is launched based on the visitors’ interactions with your site. Top tips for triggers:

  • Add a time or scroll delay to avoid overwhelming visitors 
  • Specify on which page you want the Survey to run
  • Use Advanced triggers for more customizations 

Use the Lucky Orange integration with Google Analytics. If you pass in the “Survey Responded” event, you can also analyze which pages had the most interactions with a Survey regardless of whether it was the same page they originally saw it.

Helpful resources from the Lucky Orange blog:

5. Track and monitor your Surveys and Announcements 

As you launch and prepare your Surveys and Announcements, make sure you’re tracking each one with their unique triggers in a spreadsheet. Keep track of:

  • Survey questions 
  • Survey choices (as it applies)
  • Launch date
  • All triggers
  • Visit number (didn’t use Visit Number as a trigger? It’ll default to 1) 

Monitor this spreadsheet on a regular basis to evaluate how many Surveys and Announcements the average visitor sees during their visit. Evaluate if it has impacted their experience and consider changes in responses to pause it.