Amidst the global COVID-19 crisis, organizations big and small are struggling to keep up with changing circumstances and preparing for what comes next. Keeping communication channels open for two-way conversations with customers is pivotal in maintaining relationships while also enabling organizations to listen and adapt to their customers’ changing wants and needs.
Though we can’t predict the future, we have created and refined best practices that can be implemented to maintain customer loyalty and collect feedback in a way that is empathetic, authentic, and respectful of your customers’ current situation. This expertise comes from validation by thousands of customers providing continuous feedback to over 750+ organizations across the globe.
These best practices can be utilized with customers for posterity during future times of crisis or change, as well as with employees to better understand and meet their needs during this tumultuous period.
Survey Activity Invite Recommendations
Subject Line Recommended Language:
- Checking in
- We’re in this together
- Tell us—how are you doing?
Verbiage:
- The world is in a state of flux. We are reaching out because we want to know how you have been coping during this difficult time. If you have time, we’d love to hear from you.
- We are in uncharted territory and are concerned about how our [customers/employees] are doing. We’d appreciate you taking the time to tell us via this short survey. Take care and stay safe!
Share Back:
- Craft a share back for customers focusing on the bright spots.
- Include a gratitude question at the end of your activity to provide an opportunity to gather further responses for pause and celebration.
- Distribute results with your organization to ensure brand communications appropriately reflect customer and employee state of mind.
- Creating a share back to show the value of your customers’ and employees’ time and the meaningful impact their feedback had on the organization provides motivation for increasing future engagement and demonstrating authenticity.
Future Engagement:
- Include a pulse check in your activities on participants' willingness and interest in future activities. This ensures additional activities you deploy are welcomed by participants.
Sample Questions:
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Question |
Answers |
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The COVID-19 pandemic is affecting everyone in different ways, and we want to know how you’re feeling during this unprecedented time. Select up to five of the emotions below that best describe your mood. |
Angry, Anxious, Concerned, Depressed, Expectant, Fearful, Frustrated, Grateful, Helpless, Irritable, Isolated, Nervous, Optimistic, Sad, Shocked, Tense, Uncertain |
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At this point in time, how informed are you feeling? |
Very informed, Somewhat informed, Not at all informed |
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What information sources are you using to stay informed? |
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Thinking only of yourself, how prepared are you feeling today to deal with this outbreak? |
Very prepared, Somewhat prepared, Not at all prepared |
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What have you or your household members done to prepare? |
Cancelled events/gatherings, Researched new recipes, Researched kids’ activities, Stocked up on food, Stocked up on medical supplies, Stocked up on toiletries, Stocked up on cleaning supplies, Moved/gathered equipment to work from home, Purchased entertainment equipment or services (streaming, gaming, etc.) Other (specify): |
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What time period did you plan for with your preparedness measures? |
A week of less, 2-3 weeks, 1-2 months, 3-5 months, 6 months or more. |
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How supported do you feel by your place of employment? |
Very supported, Somewhat supported, Not supported, Not applicable/Not employed |
Need more support? Reach out to the Alida team.
Alida customers can also access a downloadable template with additional survey questions that can be directly uploaded into Alida Sparq via the knowledge base.
