Tips & Tricks

Top 12 Complaints Customers Have About Online Surveys

Do you want more people to fill out your online surveys? To persuade more people to fill out your surveys, you need to know how to address people’s most common complaints about them.

We’ve compiled a list of the most common consumer complaints concerning online surveys in this article, along with suggestions for resolving them.

Top Customer Complaints About Online Surveys

Many internet polls unfortunately fail to meet the expectations of their participants. If you take the time to create a survey form in WordPress, you probably don’t want it to go unused. Let’s check over the possible causes of this phenomenon and make sure your online surveys aren’t turning off potential customers. The following are the top complaints voiced on the internet, according to polls:

1. “This survey is way too long!”

Out of all the complaints customers have about online surveys, this one is pretty fatal. One of the easiest ways to scare away a survey taker is by making your survey too long.

Simply put, be brief. Ask questions only if you 100% need the answers. Don’t waste the precious time of your customers.

Solution: Multi-step surveys

Try making your survey a Multi-step survey to easily break each section up into separate ‘pages’.

Confused about how long your survey should be? Consider using a survey template from our Survey and Polls addon to get started building your survey form in just minutes.

multistep survey to help with complaints about online surveys

2. “I don’t understand X…”

It’s not uncommon to hear a customer complain about a survey question not being clear enough for them to give an informed answer. The truth is, that customers sometimes have questions while filling out a survey.

Solution: Tooltips

You can clarify any field you need on your survey by adding a Tooltip. Customers are much more likely to finish filling out the form if you can provide them with some extra details on questions you think might be a little confusing.

final tooltip display with icon

3.”I lose interest fast.”

There’s a good reason many people use Google Forms to gather information through surveys quickly. It’s because there are no other choices on the page but to fill out the survey form.

But for serious business owners, Google Forms has significant limitations. This has led to a boom of new Google Form alternatives to help keep people interested in your forms.

They can let you make a distraction-free landing page that does connect to your email marketing, is secure, and lets you organize and save your entries in your WordPress database.

Solution: Form Pages

You can create unlimited and dedicated form landing pages to help you conduct surveys while getting more leads, tracking campaigns, and more. All while reducing distractions for your visitors and getting more people to complete your surveys.

survey in form pages mode

4.”I already answered a similar question!”

Notice a theme with these customer complaints about online surveys? People don’t like having their time wasted.

If an online survey isn’t streamlined, survey takers may get irritated and quit filling out your survey. They don’t like getting asked questions that ask for unrelated info, something they know nothing about or have already been asked.

But sometimes, you just need different info from different customers, so website owners often make the mistake of asking all kinds of questions on a survey.

Solution: Conditional Logic

This easy-to-use feature in WPForms lets you show or hide form fields based on user selections. That way, you can show only the questions you need to ask based on each unique visitor and limit the number of fields to as few as possible. In the example below, the paragraph text box only shows up on this survey if someone rates their experience less than 3 stars.

survey with conditional logic to help with complaints about online surveys

5. “Which field is wrong?”

Typos happen. Sometimes, people will put the wrong information into your surveys without realizing it.

For example, they could miss a digit in their phone number. Or, they could mistype their email address.

A common customer complaint about online surveys is that it won’t let them submit because a field is wrong, but they can’t tell which one. If you don’t let them know, they’ll likely give up and never finish filling out your survey (costing you lost revenue!).

Solution: Smart Fields

Smartphone and email fields automatically detect when a typo has been entered. For emails, it even suggests a correction based on popular email service providers. This is a great way to increase the quality of your email list.

smart fields

6. “Um, I never even received a survey!”

If you don’t let your customers know about your survey, they can’t fill it out! You don’t want them hunting to find your survey if they’re already willing to complete it.

Solution: Send your survey to your email list

Your email marketing strategy should include sending an email that directs customers to a place like a landing page on your website that holds your survey. That way, you can automatically send out your survey to customers at a certain point in their customer journey with you.

7. “There are too many distractions.”

You could be doing everything right on your online survey, but customers will still get distracted when filling it out.

Most online surveys aren’t very ‘human’ feelings, and distractions are everywhere for people these days. This huge issue for website owners has a bright side, though. It’s led to the creation of a snazzy new tactic called conversational marketing.

Solution: Conversational Forms

You can turn any online survey you make into a conversational survey form (and watch your conversion rates skyrocket in the process!). Conversational forms help you keep customers interested and engaged while filling out surveys because they act as a one-on-one conversation. They’re also an easy and fun way to make your site look extremely modern and professional.

8. “Ugh, I’m not sure I trust this survey.”

Another top issue on our list of customer complaints about online surveys is all about trust. There are a lot of untrustworthy and phishy links and websites floating around the internet, so customers may be worried about trusting your survey.

Solution: Form Locker addon

You can add an extra layer of security to your survey forms by enabling password protection. This not only ensures that the people you want filling out your form can, but it also helps make your users feel more secure when they are provided with a password to access the survey.

form locker password protection

9. “I don’t want to share my personal information.”

Customers are sometimes willing to fill out your survey, but only if they don’t have to provide their personal information.

In some situations, the survey takers are willing to be more honest if it’s an anonymous survey. You could scare people away from taking your survey if you ask for their personal information.

But allowing anonymous entries in all scenarios is not a good idea. For example, if you’re a medical practice with a patient satisfaction survey that receives complaints, you may want to reach out to the patient to make things right.

In that case, you’ll need their contact info to do so. But if you don’t, there’s a great solution.

Solution: Allow anonymous entries

If you aren’t planning on following up with survey takers, you should consider allowing for anonymous entries. Simply remove your survey’s email and name fields in the form editor.

10. “I couldn’t find the survey!”

Shockingly, a common complaint among customers about online surveys is that they couldn’t find them. Small business owners can be incredibly frustrating if you notice you aren’t getting many people filling out your survey, but you have decent traffic on your site.

Solution: Embed the survey on your website

If you’ve already set up your email campaigns to send out your survey automatically, embedding them on your website is also a good idea. There are a lot of great places to do this, including sidebar widgets, footers, pages, and blog posts.

11. “I wonder what the results were.”

All those cool data visualization tools aren’t just for business owners to enjoy. You can use them on your customers, too!

Sometimes, people who fill out your forms expect to know (or are just curious about) the poll results.

Solution: Real-time poll displays

Reward your customers for filling out your poll with real-time poll displays, so they can see how their answer matches up.

real time poll results to help with complaints about online surveys

12.”The site the survey was on took forever to load.”

A slow site can lead to a ton of issues, including a loss of sales and conversion rates.

According to some shocking eCommerce statistics, a 3-second page load time could increase bounce rates by 32%. This means customers expect your site to load at lightning speed.

You want to keep your site running quickly so there are no issues when people fill out your surveys.

Solution: Make your site faster

Keep your site fast by using one of the best CDN providers for WordPress, such as Cloudflare. In addition, make sure to take a peek at this list of easy tips to speed up WordPress performance.

In Conclusion

And there it is! You now know the top customer complaints about online surveys, so you can make your surveys as successful as possible. And if you like this article, then please comment below.

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