Open-ended questions help you see things from a customers perspective as you get feedback in their own words instead of stock answers. Closed-ended questions are questions that can only be answered by selecting from a limited number of options, usually multiple-choice, yes or no, or a rating scale (e.g. Ask users where you missed the mark today, and youll know how to properly set, and meet, expectations in the future. Finding out the concerns and objections of customers on your website will help you address them in future versions of the page(s) theyre. It sounds simple, but youll be surprised by how candid and helpful your users will be when answering this one. You can accomplish it by combining open- and closed-ended questions as part of the same survey : Start from a closed-ended question, which usually costs people little effort to answer Continue with a follow-up open-ended question, which gives them. How have you been after your operation? A what is stopping you? These answers can give you the general sentiment of each user and a few useful data points about their satisfaction, which can help you look at trends and percentages for example, did the proportion of people who declared themselves. Show survey progress while completing A simple progress bar, or an indication of how many questions are left, will help keep users motivated to continue answering your survey.
Will give you an answer like 3 pairs of socks for a gift (and thats if youre lucky: many ignore the and why? For example, maybe you offer regular coupons to increase sales, but customers dont mention lower prices as their reason for purchasingthis could prompt you to evaluate future discounting decisions and consider price changes. A way of handling this is to define 'yes-no' as a sub-class of the short-answer closed question. Using closed questions, closed questions have the following characteristics: They give you facts. Did you like our product/service? From strongly agree to strongly disagree). What time is it? The way to achieve this is to intrigue them with an incomplete story or benefit. For example, answers to the closed-ended question.
Using open questions can be scary, as they seem to hand the baton of control over to the other person. How can we help you find what you are looking for today? It might sting a little to hear negative comments, but its your biggest opportunity to really empathize with customers and fuel your UX improvements moving forward. Do you trust the information on website? Why is that so important to you? What is stopping you from action today? Pro tip: questions like this one can also be triggered in a post-purchase survey that shows up on a thank you or order confirmation page.
Do they give you all that you need? Open questions Definition An open question can be defined thus: An open question is likely to receive a long answer. What's keeping you awake these days? Short and to the point, asking a user how a page can be better leaves the door wide open to a multitude of answers you may not have thought. This causes a problem of how to classify the short-answer non-yes-or-no questions, which do not fit well with the definition for open questions. Are you happy with your experience with us? An example of closed-ended and open-ended question from one of our blog pages Find out what your users want today Create a free Hotjar account and survey your website visitors to learn what they think, want, and need. Closed-ended questions give limited insight, but can easily be analyzed for quantitative data. Learning what made a customer click buy now or sign up will help you identify your levers.
Heres an example: on the left- hand side, you have closed-ended questions; on the right-hand side, each question has been tweaked into an open-ended version that allows respondents to elaborate further. What were the main reasons you chose our product/service? By understanding the difference between the two, you can learn to ask better questions and get better, more actionable answers. Would you like to find a better supplier? What are open-ended questions? As a rule of thumb, the type of question you choose depends on what you are trying to achieve: Ask a closed-ended question when you want answers that can be plotted on a graph and used to show trends and percentages. You just planted the idea of an apple in your customers' mind.
This type of survey only focuses on confirmed customers; after asking what almost stopped them, you can address any potential obstacles they highlight and fix them for the rest of your site visitors. Open-ended questions vs closed-ended questions in a nutshell Open-ended questions let people express their opinions, in their own words Closed-ended questions allow limited responses, like yes or no Closed-ended questions provide some quantitative data on users (e.g., NPS survey) Open-ended. For example, We hope there wasnt anything bad about your experience with us, but if so, please let us know is better phrased neutrally as Let us know if there was anything youd like us to do differently. To find out more about a person, their wants, needs, problems, and. An easy way to do it is by emphasizing the fact that honest answers are crucial to improving a product/service:. Quantitative data frolosed-question NPS survey. If I can deliver this tomorrow, will you sign for it now?
This then gives you the floor to talk about what you want. Where do you live? What's your favorite fruit? Are you interested in buying product/service today? Create a free Hotjar account and survey your website visitors to learn what they think, want, and need. Note how you can turn any opinion into a closed question that forces a yes or no by adding tag questions, such as "isn't it? Question leaves users to answer freely, without leading them to a stock response, and gives you valuable information that might be harder to track with traditional analytics tools.
"Are you satisfied with this product?". Example, as opening questions in a conversation, as it makes it easy for the other person to answer, and doesn't force them to reveal too much about themselves. It's great weather, isn't it? Allows your customers to express, in their own words, what they think you should be working on next: 7 examples of open-ended questions vs closed-ended questions. Whether youre part of a marketing, product, sales, or user research team, asking the right questions through customer interviews or on-site surveys helps you collect feedback to create better user experiences andultimately increase conversions and sales. Keep the questions that you know will lead to direct insight, and ditch the rest. How can we make this page better?
Dont lead your customers You bought 300 apples over the past year. What are your main concerns or questions about product/service? This is also a great way to break into a long ramble. A more limiting definition that is sometimes used is: A closed question can be answered with either 'yes' or 'no'. Will help you understand the proportion of people who find your website trustworthy versus those who do not: Ask an open-ended question when you want to develop a better understanding of your customers and their needs, get more context behind. Open questions begin with such as: what, why, how, describe. The examples below look at open- and closed-ended questions in the context of a website survey, but the principle applies across any type of survey you may want to run. Are you happy with your current supplier?
They keep control of the conversation with the questioner. Why are you looking for product/service today? For example, one of the most popular closed questions in marketing is the. How do you keep focused on your work? When to use open-ended questions and closed-ended questions. For testing their understanding (asking yes/no questions). How would you describe your experience with us? These are two types of questions you can use that are very different in character and usage.