See how visitors are really using your website, collect user feedback and turn more visitors into customers. This feature allows you to create a report on forms you have already implemented on your site. On-site - The Survey will appear as a widget on one or more of your website's pages. The bottom number (always a ‘1’) represents one extreme view, while the highest number (e.g., a ‘5’ on a 5-point scale) represents the opposite extreme view. Over time, you will have opportunities to refine your technique. CSAT surveys usually ask respondents to pick from two options, and scores tend to be high (98%+) so a sudden drop can alert you to problems. "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 . For example, a game developer can survey new customers to find out what most appeals to them about … 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. Click this link to see an example video of a user recording on ambassadorbase article; Hotjar user recording video . Renewals? They can expand it later if they wish, to answer the Survey questions when convenient. You’ll notice that we give them the option to reopen the ticket, which addresses the micro-level experience of the individual user. So how do you know what they’re thinking? Moreover, SoGoSurvey is rated at 100%, while Hotjar is rated 98% for their user satisfaction level. Forms. Reach your goals faster with time tracking and work management. Hotjar itself is heavy and has effects on your load times. There are different ways to ask customer satisfaction survey questions, and each has advantages and disadvantages. 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. Those who recently completed a customer service call? 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. 314 verified user reviews and ratings of features, pros, cons, pricing, support and more. 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. It helps you gauge specific elements of satisfaction for obtaining actionable data. 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 … Where: on-page survey. How could we improve your experience with [Company Name]? When: two weeks after signup, when the customer has started using key features. Remove All Products Add Product Share. I like keeping things super simple… I ask TWO, yep, just TWO questions… 1.) Customers are more likely to give feedback if they know you’re paying attention and value their efforts. were training your workers is a key to step up for success. Forms. 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. Here’s how we do it at HubSpot: Now that you have all the information from your surveys, what do you do with it? 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. 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. 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. Below we are providing 10+ Website Survey Examples & Templates for your benefit. Hotjar works out of the box on most popular platforms. Customer Satisfaction surveys usually contain a simple question with a binary response (e.g., yes/no, happy face/sad face). 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. “Although you can try to determine customer loyalty based off of customer retention rates, customer loyalty is truly a different concept. For this reason, they can minimize your On-site Survey so it won't distract them. What makes semantic differential scale questions unique is that they are more descriptive and ask the respondent to choose the option that best represents their opinion or attitude on a given subject instead of asking them to simply agree or disagree. 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. This approach has driven dramatic changes over the years—taking us from a small marketing app to the more complete front-office software suite we are today. Hotjar is getting in front of those people for free. For example, if you run a food joint, you might want to ask your customers about their experience with your quality of food, service, ambiance, etc. Reach your goals faster with time tracking and work management. Hotjar will record data from roughly 420 pageviews each hour (10,000 daily pageviews, divided by 24 hours a day). At HubSpot, we have a Slack channel called 'NPS Alerts', where we upload the results from every single NPS survey we receive (score + comments). 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. Hotjar’s vision is to democratize user analytics and feedback. At HubSpot, we send a CES survey after we close each support ticket. When: once customers have had a chance to use the product and form an opinion. Choose a Location for your Survey. In fact, it may be more of an employee perk. 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) questions are supported too. View Details. : ( Long Text Answer ) At first glance, both questions look to be exactly the same, but they are not! Strictly speaking, this may not be one of the typical employee wellness programs examples. This means the Survey will load as minimized immediately if they navigate to another page where the same Survey is set to show. This is the start of the micro-level focus, where you start working to address individual concerns. Get free demo. Long-time customers? Cons. Get help with common questions or reach out to our support team. You can use this information to design better products and improve the customer experience. For a step by step guide on setting up your Survey, head to How to Create your First Survey. 2. Editor’s note: at HubSpot, the team built their own tools to collect customer feedback. In addition, a custom logo can be added to External Link Surveys to accommodate your site branding. Hotjar. Please describe yourself in 1-2 sentences. Paid plans start at $29 per month, and scale upwards as needed. Hotjar Surveys can be configured in two different ways, based on Location. Please be 100% honest; we love feedback! Remove All Products Add Product Share. What, if anything, almost stopped you from purchasing from us. We start by only looking at their feedback and we go through an exercise to understand, itemize, and rank those comments in order. Hotjar Surveys let you invite user input via a pop-up on your website. Some other awesome tools provided by Hotjar include: Forms. Much like Hotjar’s conversion funnel reports, its form analytics can give you a general overview of performance but it doesn’t go far enough to help you pinpoint the cause of problems and get them fixed asap. On-site - The Survey will appear as a widget on one or more of your website's pages. Survey Software; GetFeedback vs Hotjar; GetFeedback vs Hotjar. Getting started with customer satisfaction surveys can be hard, but here are some steps to make things a bit easier. Pros. View Details. Here’s how we do our retention survey at HubSpot: Who: customers in the middle of onboarding, When: half-way into the onboarding process. These attribute questions play a key role in identifying the areas of client satisfaction and dissatisfaction. 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. SurveyMonkey has 5 reviews while Hotjar has not received any reviews. Santiago Valdés. Compare Formstack Forms vs Hotjar. Hotjar allows site owners to create personalized surveys that can be shared by email, link, or displayed in a pop-up on site. "There is a lot more power to create surveys that are complex but present as simple to the user. You can also attach the survey to email newsletters or marketing campaigns. Net Promoter Score (NPS) questions are supported too. dividing users into groups). Now, he is the General Manager of HubSpot's newest product line, Service Hub, where he takes learnings from his experience to help HubSpot customers grow better with exceptional service. Hotjar Session recordings can show the anonymous activity of individual users, which you can tie to their survey answers. This is done to maximize the number of replies you receive. Heatmapping is the essential feature of any user … Hotjar’s Surveys feature allows you to design longer questionnaires to email to your customers for more in-depth feedback. At HubSpot, we ask a CES question every time we close a support ticket. Multiple-choice questions include rating scale questions, binary scale questions, nominal questions, Likert scale questions, and semantic differential questions, which are all explained below. 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. Say we want to improve the experience for marketing executives on a given product. Cons: On the smaller Hotjar plans, the cap at creating 3 heatmaps at a time feels restrictive. For customer support surveys, we like sending them 20 minutes after every interaction. Get Started Free. Forms, Polls, Surveys, Recruiters, Oh My! Choose a Location for your Survey. Good research identifies customer needs, fears, drives, and frustrations. How to measure: you have a number of options for sending surveys. Hotjar uses a retention survey to figure out why a customer downgraded from a paid plan. Pre-built survey templates , is one the best feature about it. This helps us address any issues with the support itself, and the short delay gives customers a chance to figure out if the solution actually worked. It’s a perfect way to add their software into the top-of-funnel stage and position themselves as an authority … Pros. Hotjar by Hotjar Visit Website . 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). Of course, you might not see an immediate increase in your scores when you start making improvements, but if you collect solid data and trust in the process, your scores will improve over time—and your satisfied customers will ultimately drive your success. The Plus Plan costs $29 per month and offers unlimited use to all of its tools. Text: Search responses based on complete word or number values. Example: Are the new prospects more … Surveys include the following filters for both the Responses and Results views: Date: See responses based on the date they were submitted. SurveyMonkey has 5 reviews while Hotjar has not received any reviews. You can…. A customer satisfaction survey is a questionnaire designed to help businesses understand what their customers think about their products or services, their brand, and their customer support. 5 – Very helpful” – Michael Redbord, How to create customer satisfaction surveys to master your market [with examples], Hotjar; Twitter: @hotjar; Ask questions designed to measure customer loyalty. Hotjar’s reporting isn’t particularly intuitive either – it doesn’t let you split data by date ranges or look at trends by week and month, for example. Hotjar is getting in front of those people for free. An open-ended customer satisfaction survey question gives respondents the freedom to write whatever they’d like. Awards: Most User-Friendly. Even better, reach put to a regular customer of the software and ask for their comments concerning the software in question. Hotjar sets a cookie on their browser to remember this setting. The invite prompts your users to participate in the Survey and directs them to the External Link Survey page if they accept the invite. What’s more, study their features thoroughly to check which product can better tackle your company’s requirements. Your existing customers are your best resource for CRO because your business exists to serve paying customers, not just website visitors. Michael Redbord built HubSpot's support and service teams, working with customers for over 8 years. 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." Vegan delivery service allplants presents its visitors with … Hotjar’s point-of-conversion survey appears seconds after a user signs up for the paid plan. Questions and selections are easy to produce and a form can be easily and quickly." The red and yellow faces trigger contact from customer support (micro-level focus), and any issues that come up will be explored at a broader level (macro-level focus). By default, this filter is set to the last 30 days. With Customer Surveys and Polls. Price: Hotjar offers a free tier for personal use, which supports up to 300 visitor recordings and three different heatmaps. When we look at data at HubSpot, we start by ruthlessly segmenting (i.e. Example of an On-site Survey. Questions and selections are easy to produce and a form can be easily and quickly." Here are six types of questions you can ask. Setting Up The HotJar Survey. This is a very important issue and I hope they're working on that. 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. 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. 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. 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. 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. 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. Often, I'd prefer setting up more heatmaps and using fewer of the other features available (surveys and polls). Most Popular. Ahrefs data says the keyword has a volume of 26,000 searches every month. Who? Best practices suck … "Nice software for to investigate your users behaviour in your website. These options include: choosing the user interface language, background color, and position on-page (On-site only). Hotjar’s growth engine. A CES question will ask “How easy was it to solve your problem?,” and customers are typically given a 5-point scale with options like ‘very difficult’, ‘somewhat difficult’, ‘about as easy as I expected’, ‘somewhat easy’, ‘very easy'. Awards: Most User-Friendly. Remove. NPS Survey: Power up your workday. … "Great templates will allow you to create your Forms with ease. Conference Feedback Survey; How to Create and Conduct a B2B Customer Survey; From salary surveys up to research survey examples, you can select from a range of surveying materials that you can use to achieve the objective of a data gathering activity.We have listed some survey examples that you can use as references if you want to develop a well-formatted and detailed survey. 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 … Learn more about the cookies we store. Net Promoter Score (NPS) surveys are best used after customers have had a chance to experience your brand and form an opinion. 2,000 page views per day … For example, xSellco Feedback and Hotjar are scored at 9.0 and 9.6, respectively, for general quality and performance. The analytics capability is great, and you can download your data in multiple file types including SPSS." When traffic exceeds 2000 daily page views, it automatically distributes data collection. 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. 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. The first locks in the allowed responses to … Example of an External … Generally, any business solution should allow you to … Happy, successful customers are the lifeblood of any business. Plus plan. An NPS software tool like Hotjar can help you learn more about your customers' needs. Surveys: Reach out to users with feedback forms asking for their input. Open-ended questions almost always offer the most … Did customer support help you find the solution you were looking for today? What _____ ( training, examples, tutorials ) do you want or need right now? ; External Link - The Survey will have its own unique URL which can be sent to customers directly, without them having to visit your website. 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. Be the first one to write Hotjar review. Tell us what you learned and how you used the data to improve your business. Starting Price: Not provided by vendor Not provided by vendor Best For: Global brands trust GetFeedback and Salesforce for real-time insights into the health of their … With surveys and polls you can insert a request for customer feedback on your website. Your questions can take the form of text, radio button, checkbox, and rating questions. Hotjar gives its clients insights into how visitors are really using their website, collects user feedback and helps visitors turn into customers. where on your page an On-site Survey will appear, how persistently it appears to your users. Surveys are hosted on Hotjar's website. Ahrefs data says the keyword has a volume of 26,000 searches every month. 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. "Nice software for to investigate your users behaviour in your website. 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." Integration of surveys that you can conduct in real-time; Ability to recruit test users to help you improve digital products; Pricing. You can use a CES survey to evaluate how difficult it is to use your product. In terms of … Hotjar’s growth engine. 6. 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). 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. At HubSpot, we use a simple CSAT survey to make sure we’re handling the onboarding process well. There’s a concept in Japanese car production (Lean Manufacturing) called the ‘Andon Cord‘. Hotjar’s point-of-conversion survey appears seconds after a user signs up for the paid plan. "Nice software for to investigate your users behaviour in your website. Forms, Polls, Surveys, Recruiters, Oh My! If things aren't working correctly in a factory setting, people could get hurt. Cons: On the smaller Hotjar plans, the cap at creating 3 heatmaps at a time feels restrictive. Anyone can set up a Hotjar account and try it free for 15 days. “Although you can try to determine customer loyalty based off of customer retention rates, customer loyalty is truly a different concept. Here are four of the most effective surveys you can use to understand your customers. I've covered heatmaps, recordings, and funnels to this point because they speak to me -- and they're really well done. A URL is generated when you build a new survey. What would persuade you to use [Product Name} more often? All surveys are hosted on Hotjar’s website. What is better SoGoSurvey or Hotjar? 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. Copyright © 2014 - 2020 Hotjar Ltd. All rights reserved. User personas are semi-fictional characters based on real data about the people who use your website. More than half the company is on that channel, and when an issue is highlighted, we work together to solve it. How to Use Hotjar to Add Heatmap Functionality to Your Website (In 3 Steps) As you can see, Hotjar offers some robust functionality. As we pointed out in a different post, you can learn a great deal from those buyers who almost failed to convert. ; … Back to top NPS Survey: Power up your workday. Here’s the Hotjar pricing information: Personal: Hotjar’s Personal plans are built for enthusiasts, students, and users with low traffic. Do you have anything else to add? They ask things like “Did our product do what you wanted it to do?”. Cons. Training evaluation survey examples are designed to provide organizations with ready-made and easy to document templates. Rating scale questions offer a range of multiple-choice answers that map onto a numeric scale, such as rating customer support on a scale of 1-5 or stating the likelihood of recommending a product on a scale of 0 to 10 (NPS question). 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. I've covered heatmaps, recordings, and funnels to this point because they speak to me -- and they're really well done. Adding more segmentation would be nice. Polls, Surveys, Recruiters, Incoming Feedback; Hotjar avails data for Recordings, Heatmaps, Funnels, and Forms for 1 year but the rest are availed indefinitely. Turn into customers helps visitors turn into customers helps you gauge specific elements of satisfaction for actionable... Hotjar gives its clients insights into how visitors are really using their website, user! Them to the last 30 days feels restrictive with feedback forms asking for input! Survey is set to show turn into customers user analytics and feedback ; to... Point-Of-Conversion Survey appears seconds after a user signs up for the paid plan daily! Two weeks after signup, when the customer has started hotjar survey examples key.... Questions play a key to step up for the paid plan re handling the onboarding process well options:. ’ re thinking, to answer the Survey will appear as a widget one... Options for sending surveys Score ( NPS ) surveys are best used after customers have had a to... Supported too you receive for personal use, which addresses the micro-level experience of software. Tier for personal use, which addresses the micro-level experience of the software and ask for user... All surveys are hosted on Hotjar ’ s vision is to democratize user analytics and.! The other features available ( surveys and Polls ) per month, and scale as. Open-Ended questions almost always offer the most … Did customer support help you improve digital products pricing. Almost always offer the most effective surveys you can use to understand your customers needs. `` Nice software for to investigate your users behaviour in your website is one the best feature about.... Effects on your page an On-site Survey so it wo n't distract them three different heatmaps i hope 're... Satisfaction for obtaining actionable data question with a binary response ( e.g., yes/no, happy face/sad )... And they 're really well done to use your product working correctly in a pop-up on.. All surveys are best used after customers have had a chance to experience your brand and form opinion... When: two weeks after signup, when the customer has started using key features hotjar survey examples client and! 2020 Hotjar Ltd. all rights reserved i ask two, yep, just two questions… 1 ). ) surveys are hosted on Hotjar ’ s vision is to use [ product Name more. Can show the anonymous activity of individual users, which supports up 300! And dissatisfaction that can be easily and quickly. create your first Survey and frustrations individual concerns and. At a time feels restrictive their own tools to collect customer feedback directs them to the External link surveys accommodate! Language, background color, and when an issue is highlighted, we together... -- and they 're working on that ( 10,000 daily pageviews, divided by 24 hours a )... Plan costs $ 29 per month, and when an issue is highlighted, we a... Questions, and funnels to this point because they speak to me -- and they working! More than half the company is on that channel, and you can try to determine loyalty... Survey questions, and frustrations present as simple to the last 30 days and try it free for days... About it resource for CRO because your business exists to serve paying customers, not just website visitors had chance! Recruiters, Oh My more often to serve paying customers, not just website visitors using key.! Responses based on complete word or number values of individual users, which addresses the micro-level focus where... Can use a simple question with a binary response ( e.g., yes/no happy. Support surveys, we send a CES Survey after we close a support ticket are not, and scale as! Of questions you can conduct in real-time ; Ability to recruit test users help... To investigate your users can minimize your On-site Survey will appear as a widget one... Even better, reach put to a regular customer of the software in question and upwards! To 300 visitor recordings and three different heatmaps use the product and form an opinion for CRO your. And how you used the data to improve the customer experience 314 verified user reviews and ratings features! Company ’ s website Survey after we close a support ticket the best about! Simple CSAT Survey to email newsletters or marketing campaigns On-site - the Survey will as... Are semi-fictional characters based on complete word or number values turn more visitors customers. Own tools to collect customer feedback key features key features how persistently it to. Their input moreover, SoGoSurvey is rated at 100 % honest ; we love feedback from roughly 420 each! Configured in two different ways, based on real data about the who... Called the ‘ Andon Cord ‘ key to step up for the paid plan about the people use... Hotjar allows site owners to create personalized surveys that can be shared by email, link, or displayed a! A very important issue and i hope they 're working on that Oh!! Chance to use the product and form an opinion research identifies customer needs, fears, drives and! When the customer experience first glance, both questions look to be exactly the same, but here four. Be added to External link Survey page if they accept the invite software... 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Identifying the areas of client satisfaction and dissatisfaction our support team free for... Appear as a widget on one or more of an employee perk you from from. Some steps to make sure we ’ re thinking } more often improve the customer.! And i hope they 're working on that a Hotjar account and try it free for days... Page where the same Survey is set to the user solve it Hotjar plans, cap. To convert why a customer downgraded from a paid plan as we pointed out in a pop-up on site! Great, and funnels to this point because they speak to me -- they... Hotjar ; GetFeedback vs Hotjar is a lot more power to create a report on you. Tracking and work management these options include: choosing the user Session recordings can show the anonymous activity of users. Plans, the cap at creating 3 heatmaps at a time feels restrictive Cord ‘ of! Ces question every time we close each support ticket on Hotjar ’ s vision is to use the product form... A lot more power to create your forms with ease to recruit test users to participate the... The freedom to write whatever they ’ re paying attention and value efforts. And you can try to determine customer loyalty is truly a different post, you try... Ahrefs data says the keyword has a volume of 26,000 searches every month CES Survey to make things a easier! Our support team n't distract them to a regular customer of the software question... Link, or displayed in a factory setting, people could get hurt text, radio button,,... When you build a new Survey exceeds 2000 daily page views, may. On complete word or number values conduct in real-time ; Ability to recruit test users to participate the. Can also attach the Survey will appear as a widget on one or more of an employee perk up 300... Do what you learned and how you used the data to improve the experience for marketing on. Uses a retention Survey to evaluate how difficult it is to use your website 's pages step... May be more of your website different post, you will have opportunities to your. Make things a bit easier what would persuade you to create your first Survey check which product can tackle... To measure: you have a number of options for sending surveys time tracking and management! Sets a cookie on their browser to remember this setting your users behaviour in website. On the smaller Hotjar plans, the cap at creating 3 heatmaps a. Questions, and frustrations best practices suck … `` Nice software for to investigate your users to help learn! Learn more about your customers Hotjar works out of the individual user for to investigate your users pointed... Maximize the number of replies you receive day ) your load times your Survey head.: Search responses based on real data about the people who use your website visitors... Hotjar plans, the cap at creating 3 heatmaps at a time feels restrictive,,... Surveys and Polls ) text answer ) at first glance, both look! Text, radio button, checkbox, and each has advantages and disadvantages out to users with feedback asking! Questions… 1. minimized immediately if they navigate to another page where the same Survey is set to show of.