Survey on customer retention

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Greetings radar community

I would appreciate it very much if you could please participate in this short survey and kindly circulate to your network.

The survey is designed to know the customer retention strategies used by e-commerce firms in Nigeria.

Thanks & God bless.

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Hello @ofemi

Your survey design logic is a bit off. The first question of the survey assumes that the survey taker has bought from all the listed marketplaces at least once. Your question says “if you have shopped there”, however, the question requires one answer per row. If someone has never shopped at Adibba, for example, can they provide an honest rating of somewhere between 1 - 5, that isn’t hearsay? Same applies to question 2 and 3.

It’s totally fine to require an answer per row, but surveys should always be designed for users who have never done something. There should be an option for “never shopped there” or something similar

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Honestly you said my mind. I actually started the survey but at some point I just had to stop.

The OP will struggle to get a decent response to this survey. Once you get thw structure right as @yoowai advised, you may also want to use incentives to lure people into responding. Damn that survey was hard. I’m being frank.

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Especially if he wants honest answers, based on actual use of those sites.

@ofemi if you haven’t gotten too far ahead with data collation, you should consider tweaking the survey logic a bit.

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Guys lets be helpful here shall we?:grin:

My brother from the top of my head, when I worked with a food delivery startup in the US, I do recall we did a great deal of multivariate AB tests as well as shopping cart recovery solutions( people always seem to have a hard time deciding on food to order sha :roll_eyes:)

I’ll suggest you target your survey to folks doing user/ customer research and experience at jumia, konga and co.

Also, in terms of crafting your questions, be very precise with what youre asking. A few examples:

Bad question - How often do people leave the site wothout checking out?

Good question - How many people, on a monthly bases, leave the site with at least an item in the cart and dont check out?

Good question - On a scale of 1-10, how much does your company worry about cart abandonment?

Another good question - How much money/ development time/ # of programmers has your company invested in creating better product recommendations?

If its towards the user then itl be more like finding user painpoints and worries:

  • How many times in a month do you go on jumia without buying an item?
  • How many items have you bought more than once in 30 days?
  • What is the highest amount you would comfortably spend on a purchase?What would that item be?
  • On a scale of 1-10, how much do you worry about the delivery time of the product?

Notice that each question here targets different areas of the customer experience ( desire, repeat history, financial confidence, and fufilment confidence). In your situation, retention, in form of desire and repeat history, would be the focus.

Surveys should give you QUANTITATIVE feedback on the problem/issue you are enquiring in. Crafting the wrong question could give you a false accuracy of what youre looking for. Good luck!!

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