Customer surveys (on-site)
We set up customer surveys right on the site: what they were looking for, what hindered the purchase, what was missing, why they leave. It is the voice of the customer — what the numbers do not show. So you understand causes and gather hypotheses. Honestly upfront: surveys give self-reported data (what people SAY), which does not always match what they DO; the sample may be biased, and surveys themselves do not raise conversion.
Customer surveys (on-site) — overview
On-site customer surveys is a project (can be made regular): we design questions for your goals, set up a tool (widget/triggers — on exit, after purchase, on specific pages), launch collection, process responses and form observational conclusions and hypotheses. Honestly about the nature, this is key: a survey is SELF-REPORT: you learn what people say and are aware of, which is not always what they actually do (stated ≠ behavior); answers depend on question wording and are subject to biases. Honestly about the sample: not everyone answers, but a certain type of people (the motivated/dissatisfied) — the sample is biased, and transferring conclusions to everyone must be done carefully; on few responses conclusions are premature. Honestly about the essence: this is gathering the voice of the customer and hypotheses, NOT proof and NOT growth — what to change and test is decided by you, the rework and tests are separate; the survey itself does not raise conversion (and an intrusive survey can even hinder — we set it up tactfully). Honestly about data: open-ended answers need interpretation, they are not precise metrics. The survey platform (if paid) is separate; collection may touch personal data (privacy/consent — with a lawyer). An important boundary: these are surveys (several questions), not quick single-question micro-polls (separate), not interviews/usability tests (separate) and not quantitative analytics. If traffic/responses are few, other methods are better. Picture this: instead of 'guessing why they don't buy' you hear from customers themselves what hinders them — and validate it further. The base price starts from 12,000 ₽ per project; it depends on the number of questions and scenarios.
Problems we solve
- You do not understand causes: why they don't buy, what is missing.
- The numbers show 'what' but not 'why'.
- There is no feedback channel from site visitors.
- You take barrier hypotheses from your head.
What's included in the Customer surveys (on-site) service
- Designing questions for goals
- Setting up the tool and triggers (exit, after purchase, pages)
- Tactful presentation (not to hinder the user)
- Collecting and processing responses
- Interpreting open-ended answers, observational conclusions
- Hypotheses for rework and tests
- A report with priorities
- Reviewing results with you
What you get
- The voice of the customer: causes and barriers in their words
- Hypotheses about what hinders the purchase
- A base for validation and rework (validation/growth — separately)
- Understanding of what to clarify quantitatively
How the work goes: steps
- We clarify goals, audience, display scenarios; design questions
- We set up the tool and triggers, launch collection
- We process responses, frame conclusions and hypotheses, review with you
Why PDV Expert
- Fixed price and timeline — no surprises on the invoice.
- Report and recommendations in plain language — clear without a technical background.
- In touch at every step and answering questions about the result.
FAQ
Will surveys raise conversion?
No by themselves. They give causes and hypotheses in the customer's voice, but what to change and test is decided by you, and the rework and tests are separate work. An intrusive survey can even hinder — we set it up tactfully.
Can the answers be fully trusted?
It is self-report: people do not always say what they do (stated ≠ behavior), answers depend on wording. Plus a biased sample answers (the motivated/dissatisfied). Conclusions are worth checking against behavior and tests.
How is it different from micro-polls?
Surveys are several questions for deeper understanding; micro-polls are usually one quick question for an instant signal (a separate service). The choice depends on the goal and how much user attention it is appropriate to ask for.
About the provider
The «Customer surveys (on-site)» service is provided by PDV Expert — a team specialising in «Conversion & analytics». We work under contract and deliver a written report with recommendations.