Exhausted contact form with ask a question. Feedback: Learn to ask questions. Feedback form html - work structure

Greetings dear reader, today I have prepared a delicious form for you feedback html that works without reloading the page using Ajax technology + a powerful trigger that will motivate your visitors to use the form. The readers of my blog very actively discussed my previous article on Landing Page, now we are evaluating, looking at the modified new form. All the necessary source codes and demo attached in the article , we will also analyze the structure of work and connection.

UPD: Fixed bug with name encoding in the subject line. Now everything is displayed correctly. Thanks to the reader (Ekaterina Karacheva)

The format of the form itself also includes a file handler in the php language, in addition to work, you will need the jquery library and scripts, but first things first, I will not load it for a long time - we proceed to review and analyze our feedback.

Feedback form html - work structure

Our form looks like this

What is all the salt here? The form is such with right side, but on the left side I made a special block that will encourage your visitor to enter their contact information immediately! The secret is simple: See the date and time in the left block? The date will be displayed today all the time, over time the range of these two hours is calculated from the present hour, for example, if your time is 13:14 now, then the range of hours will be: from 12 to 14. Look at how it works)))

The visitor will see: wow, you have a discount today, and I just got there on time, there is also a discount! We must take it immediately! - This is our trigger.

We downloaded the sources of the html feedback form, looked at the demo and played enough, I think)) Now about the essentials, the principle of work:

Validation of fields in the input form occurs in the handler file contact.php below in the listing program code you can see the error message and the successful sending of the letter appears in the form itself, this is how it looks after sending:

Form handler source code

Insert in line 52 your mail, so all letters will come to the specified mail.

";) // Checking the phone function ValidateTel ($ valueTel) ($ regexTel \u003d" / ^ (7,12) $ / "; if ($ valueTel \u003d\u003d" ") (return false;) else ($ string \u003d preg_replace ( $ regexTel, "", $ valueTel);) return empty ($ string)? true: false;) if (! $ tel) ($ error. \u003d "Please enter your phone number.
";) if ($ tel &&! ValidateTel ($ tel)) ($ error. \u003d" Please enter a valid phone number.
";) if (! $ error) // Check the message (length) if (! $ message || strlen ($ message)< 1) { $error .= "Введите ваше сообщение.
"; // This line contains the minimum restriction on the spelling of letters.) If (!? Utf-8? B?". Base64_encode ($ name). "? \u003d"; $ Message \u003d "\\ n \\ nName:". $ name. "\\ n \\ nPhone number:". $ tel. "\\ n \\ nMessage:". $ message. "\\ n \\ n"; $ mail \u003d mail (" [email protected]", $ subject, $ message," From: ". $ name_tema."<".$tel."> "." Reply-To: ". $ Email." "." X-Mailer: PHP / ". Phpversion ()); if ($ mail) (echo" OK ";)) else (echo"

Form performance

So that letters come to your mailbox, change the line I mentioned above. I advise you to use gmail.com mail, there are no delays and jambs on it when receiving a generated letter from the form. I warned you because there were many questions from readers (letters do not come to mail.ru). Be careful about this.

We fill in all the fields, note that the phone number is entered from 8 - I specially wrote the number from the eight "89251122333" in the prompt. When entering a character «+» an error message appears. If someone needs it, then it is easy to add this «+» .

Filled out form with test data

Letter on the mailbox

As you can see, the letter was received, with all three fields that were filled in and sent. The heading of the letter "Application from the site site" changes in the handler contact.php

Everything works fine, it will be nice to hear your feedback (constructive criticism) in the comments, if there are difficulties and you can't cope with something - feel free to write to me on VK (you will find it in the contact information). I hope you liked both the design and functionality of this symbiosis of a feedback form (ordering services, an application) and a trigger that calls to action. Good luck to everyone in your work and a positive attitude, bye))

Prepared with support,

Feedback questionnaires - the best way achieve high level customer satisfaction. Instead of guessing what he needs, you can find out about it directly from him. You need to continually improve customer satisfaction to make your business more successful.

The problem is that often the questionnaire forms are used incorrectly, the answers are processed incorrectly or completely ignored.

People fill out complex, time-consuming questionnaires, but then nothing happens - the answers disappear into the void. Because of this approach, customers do not want to fill out a questionnaire at all! But it is she who brings huge benefits that many companies have already appreciated.

You just need to use 10 tricks that will help you get the most out of your feedback.

1. Don't ask for feedback without defining business objectives

Gathering feedback alone won't make your customers happier. Customer feedback cannot be “another new initiative” by the company or “something we have to do,” because it means more work and unclear benefits.

For everyone to experience the benefits of feedback, you need to set clear goals before collecting it.

Below are three examples that demonstrate how feedback can grow your business and make it more profitable:

Business growth .

Harlands Accountants have found that it is much easier to win new customers by showing them how satisfied their current customers are.

Victory over competitors .

Exclusive Ltd is engaged in the search and selection of management personnel and advice on personnel issues. The company uses customer testimonials to prove they are better than others.

Increased sales. RIBA Enterprises found that excellent service

leads to brilliant sales. Passing feedback from customers directly to the sales force allows them to overcome any obstacles on the way to successful deals.

2. Process

It seems trivial and obvious, but the truth is that most companies do not process feedback.

Processing does not mean lazily browsing what comes from customers. On the contrary, as soon as a review comes through the feedback form that requires attention, you need to react and respond.

It could be some kind of problem that needs to be solved, or a request for help. By the way, the prompt response is the opportunity to sell something, since the client is glad that his request was treated with attention, and has nothing against further purchases.

If you were a client who takes the time to provide genuine, constructive feedback, how would you feel if you didn’t respond to your response?

How to prepare for collecting feedback:

Communicate. Tell everyone in the company why you decided to launch a feedback program and how the company will benefit from it. Everyone should have a personal stake in her success. Convince everyone that feedback is in the best interests of every employee of the company, it's a chance for something

learn and improve.

Define roles, responsibilities and resources. Who should implement this program and make sure that there are both the resources and support needed to benefit from feedback?

Who should process the questionnaires? When? How? From whom? Who is responsible for ensuring that feedback is responded to? Who examines the feedback system itself to find out how satisfied customers are with the quality of service?

Let feedback systems become part of your business.The company needs a method for organizing all requests, suggestions, complaints and conclusions either in print or in in electronic format... The ideal option (when the feedback form is already working) is to publish the reviews that you will surely receive.

3. Make the process of collecting feedback convenient for customers

Practice the question: "What is the most disliked thing for my clients when they are asked for feedback?"

If you come to a restaurant, but the waiters ignore you, this is not good. It's even worse if they come to you with a questionnaire and ask you to spend 20 minutes answering questions, and then ignore them. This is how most companies conduct their surveys about

customer satisfaction.

Make feedback fast and easy, and reward customers with the confidence that you pay attention to and respond to what they say, rather than the illusory hope of being heard.

4. Develop relevant questions for the feedback form

Here are the questions the electronics supermarket offers to answer after purchasing a music center:

• Were we competent and friendly enough to you?
• Did we have the item in stock?
• Were you served quickly?
• If you tried to contact us before joining the store, how easy was it?
• Do you have any wishes?

These are brilliant questions. They are exactly what to expect from

a good store to assess whether they have met the customer's expectations

at the time of buying.

Notice what they didn't ask.

They did not ask how they learned about them, or the age of the client. They didn't ask what they were interested in, they were interested in what was important to the client.

Putting the feedback questionnaire first means showing your bosses that you understand what is valuable and important to the company.

Adrian Pearson, Ledgerscope, shared this information:

“The biggest surprise was how eagerly our clients share their love. If people get great service, they like to tell others about it. ".

You can offer long questionnaires to collect feedback in different ways, but do it for those customers who have given their consent, or for those who are definitely happy with your company.

5. Apply, where appropriate, questions with written answers or grading scales.

Each type of question has its own advantages and disadvantages. But the difference is not much comparable to the total benefits that you will receive, using each of them where it is most appropriate. The client does not care what types of questions you use, he only cares what you do with his answer.

The digital scale allows you to perfectly measure the "temperature" of customer satisfaction. Different people evaluate differently, for example, some will never give 10. Do not attach any importance to this, this is not an absolute indicator.

After that, ask 1-2 questions, the answers to which must be written. Written testimonials from customers are the biggest benefit of the entire survey process. They will tell you what you are doing right and what needs to be fixed. This will show your employees exactly what customers think.

important. The longer you work with the feedback forms, the better your company will perform.

Advice:

• Avoid questions with a multidimensional rating scale: they are too complex.
• Limit yourself to 2-5 questions. If you give more, clients can refuse to fill out the questionnaire.
• Be sure to check that the feedback form is filled in one

6. To differentiate yourself from competitors, use feedback as independent reviews

The fact that you've never seen bad reviews from customers means that some of them were satisfied.

But such gratitude will never give an idea of \u200b\u200bhow it really is - to order a product or service from you. What could be more important than good feedback? The ability to see how you react when something goes wrong.

If you provide a superior service, independent reviews can help tell the world about it. They are much more effective at winning doubting customers than simple thanks.

When choosing software to work with feedback forms, it is important to find one that would automatically transmit reviews to your site, while confirming that they are real.

7. Ask for feedback at the most appropriate time for this.

To determine when to do this, answer two questions:

1. After what should you collect feedback from customers?

For example, after selling a product, service, completing a job, technical support, customer service, training, billing, counseling, treatment ...

2. How quickly should you ask for it after the selected event?

It is best to ask for feedback as soon as possible, for example, within 24 hours after the event, but always leave the choice with the client. For example, when selling groceries, this is best done after delivery rather than after shipping. For technical support, it is best to ask the customer only after the problem has been resolved and the customer's consent must be obtained in advance. If you don't ask for it during the day, your response rate will drop dramatically.

If your site asks visitors for feedback with a large pop-up window, once they visit the site, remove it immediately.

How about an annual customer survey?

Bad idea. If you ask questions to all clients at once, two problems arise:

• Chances are, customers will not have the experience on which to base their

opinion, so they will hardly answer the questions or will not answer at all.

• If you are bombarded with answers to react to, you

leave a lot of clients frustrated unless

prepare employees who will immediately respond to everything,

what comes from customers.

Things to remember when a company shares feedback with everyone:

• Highlight and reward the people who made the necessary changes.
• Share the good news on the website, during events, and in internal meetings.
• Thank your customers for helping you with their

Date of article publication: June 20, 2017
You can ask any question to the authors of articles by e-mail

This may surprise you, but if you have a feedback form on your site, or even a request for a call back, you are already a personal data operator and must comply with the relevant legislation.

The combination of name and email address, name and phone number is personal data. Law No. 152-FZ "On Personal Data" has existed for a long time, but until now, many have ignored its requirements.

Cases when companies were fined are already real. But cases were few, and many continued to ignore the requirements of the Law because of the insignificance of these fines. One company in Tambov was fined 1,000 rubles, several companies in Astrakhan were fined different amounts from 5,000 to 10,000 rubles.

What will change now? Since July 1, 2017, the size of fines for violations of the norms of the Law "On Personal Data" will increase.

For example, if a user enters his personal data on the company's website and does not leave explicit consent to their processing (for example, by ticking the appropriate checkbox when entering data into the form), then for legal entity - the site owner is subject to a fine up to 75,000 rubles.

And if on the company's website that collects personal data it is not possible to familiarize yourself with the company's Personal Data Processing Policy, a fine is provided up to 30,000 rubles.

In addition, Roskomnadzor now has the right to issue these fines independently, without the Prosecutor's Office.

Attention! Fulfillment of the items on this list DOES NOT GUARANTEE your compliance with all the norms of Law N 152-FZ "On Personal Data", which contains other requirements for operators of personal data. We are only talking about the elimination of obvious violations that are visible to any visitor to your site.

Who is better to be entrusted with bringing the site to the norms of the Law?

The "Personal Data Processing Policy" itself as a document needs to be developed individually, taking into account the specifics of the site and business. Should do this site owner or lawyer.

As for the placement of the text of the Policy on the site and the "checkboxes" of consent on the feedback forms - we will be happy to help you with this issue, your Sitemontage service :)

In response to these questions, the first thing that comes to mind is: "Convenient and workable." And this is, in general, logical. Otherwise, what's the point in having a beautiful feedback form on the site that is not used? But first things first.

Many forms - one goal

Let's start with what is a website feedback form for? The site owner must be able to contact his site visitors. People tend to save their time looking for information about the right products, clarification of their qualities and characteristics, prices and at the apogee - placing an order. Feedback forms are an important channel through which communication takes place between a site visitor and its owner, seller and buyer. If this communication channel does not work or turns out to be inconvenient for the visitor, he may abandon the idea of \u200b\u200bcontacting you, and, therefore, the idea of \u200b\u200bbecoming your real client.

How regularly and actively feedback forms are used on your site will tell about your site no worse than analytics of visits.

Hence the conclusion logically follows, which has already been voiced above - feedback forms should be convenient and should work!

It is worth noting that the second part of this conclusion depends not only on correct programming. Technically, the shape might work perfectly, but the operator must respond quickly to callscoming from the site. Otherwise, feedback forms will be useless. If the operator calls the visitor back in two days, the need to order a product or service from a person may simply disappear.

There can be a great variety of feedback forms ("Request a callback", "Ask a question", "Leave a review", "Fill out an order form", "Contact the manager", etc.), and they can be used for different tasks... But the goal for all will be essentially the same - to provide a connection between the site visitor and its administrator or owner, to get the visitor's contacts for further interaction with him.

Seven tips to remember

Let us recall a few simple rules that must be taken into account when developing and posting an FOS on the site.

The form should be positioned so that it is convenient for the visitor to find it.

Place the form in a prominent place so that your site visitor does not have to make an effort to find a feedback form among the many different elements on the page or endlessly scroll down the page.

Traditionally, forms can be placed in the header of the site or on the contact page.

You can, if necessary, duplicate key forms in the footer so as not to force visitors who have viewed the entire page to scroll up again:



If there are pages with a product or service that has a special offer and a visitor can get it through an online order, place a quick call or order form on this page.

In addition, it will allow you to "hook" a visitor who is already interested in a product or service. The visitor looked at the description, guarantees, prices, decided that the product or service suits him and now, we immediately offer him, without leaving this page, to leave a request to order this service.

The form must display and work correctly on all devices and in all browsers.

Or, in short, check cross-browser and cross-platform feedback forms on your site. The form can be visible and easy to fill out from a laptop or stationary computer, but on a tablet, the data entry field may be too narrow and inconvenient for entering text from the touch screen. Will the client then over and over again try to enter his data in order to contact you? The answer is obvious.

The form should be short and clear.

What does it mean? The form should not consist of a large number of fields or stages of filling out. Unless, of course, this is not strictly necessary. People strive for simplicity; they don't want to spend a lot of time sorting out and filling out ten thousand fields.

If the service involves obtaining rather detailed information, simplify the task for the client (if it is, of course, possible). Highlight a few key fields that need to be filled in:



It looks more convenient than, for example:



Better to call back and verbally clarify everything you need, but make it easier for the visitor to fill out the form. And thereby increase the chances that he will turn to you!

Continuing the topic of clarity, pay attention to the fact that the form has a heading - "Request a callback", "Order a call for a measurer", "Order a free consultation", etc. It is better to duplicate the same title in the email notifications that will come from the form to your mail. Then not only the visitor of your site will not get confused and will not forget the application, what exactly he is filling out. But you yourself will receive clear data on what kind of information was of interest to the visitor who left the application. This will help you quickly navigate during further communication with the visitor and correctly build a dialogue.

The form should have a pleasant and practical design.

All fields must be clearly visible. If a lot of colors are used when creating a form design, you should pay attention to the fact that there are not too many of them, so that they are combined and not overly bright. The person filling out the form should not strain their eyes. The same applies to color matching for text messages.

It is best to avoid combining dark on dark. If, for example, on a dark blue background you make a dark red or dark green inscription "Your message has been sent", it simply will not be visible.

The form must contain a call to action.

A small touch that encourages the visitor to take or complete an action. In our case, send a message from the site!

It is also better to highlight the button with a contrasting color. Together with a call to action, this will make it visible and attract the attention of the visitor.

The form should be easy to fold.

So, the form is easy to find, it has a nice design and is easy to fill out. What else?

Be sure to ask the developers to add a cross to the form so you can close it. Or set up automatic folding of the form after filling it out.



It seems like a trifle, but the overall picture can spoil.
For example, a visitor left a request on the site and wants to return to viewing the site. BUT! The form hangs, does not disappear, it is not clear how to close it. Or another option - the visitor changed his mind about writing an application, and decided to call himself. It can turn out unpleasant.

Setting up a reply message.



Something like that…

The person who sent the message wants to be sure that their message will be received by you and reviewed. Technically, setting up an automatic alert will not take much time, but it will strengthen the visitor's confidence that his message will not go unanswered. This is usually used in those forms where, when filling out, you need to specify your email... However, modern services allow you to set up automatic notifications via SMS.

Summarizing

There are a lot of subtleties and other details: you can experiment with the shape and design, you can add unobtrusive graphics on the topic, etc. But the basic criteria do not change. To all of the above, I would like to add a big, but important wish - periodically check the work of the feedback forms on the site. Technical glitches shouldn't be a hindrance to your business!

Paul Dunston, founder of Feedback Lite (feedback widgets for websites), explains how to formulate questions for users.

Many marketers argue that there is nothing wrong with starting a feedback campaign with an open-ended question, "Do you like my landing page?"

But in my experience, the best way is to use specific questions designed to get specific results.

For example, a client asked us to help improve a questionnaire on the site. They used an open-ended question. They just asked:

"How can we improve the pricing page?"

How do I collect feedback?

Campaign only on the customer pricing page to increase the relevance of the questionnaire.

Change the format of the questionnaire by expanding the list of questions. Use data that can be statistically measured. This will allow clients to highlight the elements that need to be improved first.

Asking more specific questions to get accurate answers.

• Loyalty increases by 19%, as the profiles are aimed at people who come to the page with prices.
• Conversion on the client page with prices increases by 11%.
• Respondents' answers are more accurate, as they are able to tell about the page that caught their attention at that time.

We also inform that a customer who takes a survey is redirected to a landing page. Here he finds incentives and incentives that are closely related to the main offer. This creates another opportunity for converting visitors.

Source unbounce.com

So, you should always:

Asking questions that are relevant to your customer's current behavior (i.e. what they currently see on your site).

Asking questions that can be answered with easily measurable data from which statistics are easily compiled (for example, multiple choice or Net Promoter Score data).

Additional advice:

Ask yourself if you can use this data in marketing? "Pack" statistics into infographics and share them in social networks... Maybe you learned from the polls what will be interesting and useful for your audience? Write about it on the blog.

Some sample questions

Would you feel more comfortable using the well-known payment system on our website (eg Qiwi)?

Have you encountered difficulties when placing your order?

What do you think needs improvement and why?

Which of the following points increases the likelihood that you will buy a product?

• Various payment options.
• Free shipping.
• Other discounts on goods.
• Only the benefits come to mind.
• Possibility to donate to charity.

Have you ever left our landing page because you couldn't complete a task? If so, what stopped you? What do you recommend to avoid this error from now on?

Whatever question you ask, remember - the quality of the answers directly depends on the quality of the questions.

Bonus tip: A great way to test if your company is doing well is to test a sample of participants. Many of our clients run up to three feedback campaigns before launching them on their landing pages.