Following on from the success of our NxtGen Survey back in February we thought it would be a great idea to survey our lovely customers again.
We've Recently added a video containing the survey results. You can watch it here.
On Thursday 19th April 2012 we sent out The Super SimplyLED Survey and we got a great response with some wonderful feedback; to date 292 customers have completed the survey.
The aim of this survey was to discover what areas our customers believe we're doing well in and more importantly to discover areas where we can make improvements.
As a big thank you we sent each customer who completed the survey a 5% discount coupon for use on their next order at SimplyLED.co.uk.
In total 24 questions were asked covering various areas of our business:
- Site usage
- Customer research
- Order and delivery process
- NxtGen LED Lighting
- Interaction with our blog
- Customer service
- Social networking
- Recommending SimplyLED
- Improvements to SimplyLED
The results are shown in the images below.
45.5% of customers surveyed said that they had visited SimplyLED.co.uk 3-5 times in the last 6 months.Customers are returning to our site - whether that's for repeat sales or more information whilst researching that's great news!
An overwhelming majority of surveyed customers (62.%) said that that they had visited another LED lighting website in the last 6 months. 6.5% of these customers were happy to tell us which sites they'd been to. Amazon, CEF and LED Giant were amongst those visited.
A majority of 78.8%, that's 230 customers visited SimplyLED.co.uk to buy LED lighting products for their home. Surprisingly only 12.7% (37 customers) where buying for their business.
Questions 4, 5 and 6 were only displayed to the 8.6% of customers who said that they'd visited SimplyLED.co.uk for research purposes. those buying for their home and/or business were directed straight to question 7.
It was pleasing to see that during the research phase of the buying cycle 50% of our surveyed customers found it easy to locate information on our website. 20.8% found this task very easy.
Here's an example of a product information page. 62.5% of surveyed customers rated the product information on this page to be good. 16.7% felt that it was outstanding!
41.7% of surveyed customers spent 1 hour researching before purchasing their LEDs from us. 29.2% spent 2 hours and 20.8% spent 3-5 hours.
As an online business it's very important that it's easy to make a purchase through our online shop. We were pleased to see that of those customers surveyed 46.3% felt that it was very easy to make a purchase. 43.9% felt it was easy.
When asked about the delivery of their product(s) 68.2% of our surveyed customers were very satisfied with the delivery of their product(s). A majority 68.8% were very satisfied with the condition of the product packaging and 67.2% rated their overall satisfaction as being very satisfied.
51.6% of our surveyed customers have tried our revolutionary NxtGen LEDs; 48.4% have yet to try them. If you're one of the 139 who have not experienced the bright light of a SimplyLED NxtGen LED then you need to get in touch now for a 21 day home trial with a money back guarantee: email@example.com.
By far the most popular NxtGen product was the Non-Dimmable NxtGen GU10 LED in warm white - 43.5% of surveyed customers have tried this.
Customers that have tried the NxtGen LEDs rated their satisfaction with the product as very satisfied with the brightness (68.7%), very satisfied with the build quality (63.3%), very satisfied with the 60° beam angle (56.8%), very satisfied with the product packaging (61.6%) and very satisfied (61%) that our NxtGen LED lighting is a suitable replacement for their old bulbs.
We had some great responses to this question, here are three of the best:
Customer: First time I've heard of them. Send some samples and we will try them.
SimplyLED: Why not order a sample of the NxtGen LEDs you're interested in? With free next working day delivery, VAT inclusive prices, a 21 day home trial and no quibble money back guarantee if you're not 100% satisfied! There's absolutely no risk and no reason for you not to try these revolutionary LEDs.
Customer: The beam angle is too narrow. The discontinued SMD 5050 bulb had a much wider beam which was better for general illumination and, thankfully, it is still widely available from other suppliers. bring back SMD5050!
SimplyLED: If you haven't tried the NxtGen LED product range how do you know that the 60° beam angle is too narrow? Try them in a real life situation, there's no risk and we guarantee that you'll love them or your money back.
Customer: Evaluating the cost as I will be requiring at least 10
SimplyLED: Why not take advantage of our multipack discounts, available on all NxtGen LED products. Keep an eye out on our social networking sites for additional discount coupons and for £10 cash back send us a video testimonial.
42% of surveyed customers felt that our blog was easy to find. For the other 58% here's a direct link: blog.simplyled.co.uk.
On this particular question there was a lot of N/A answers. Of those that read our blog 26.4% stated that the layout of our blog was very good. 26.7% rated the blog's ease of use as being good. In terms of creativity the quality of content was rated as good (24.4%). The quality of content was rated as good at 22.8% for factual accuracy. The quality of imagery used was rated as good (24.6%) and compared to other LED blogs that our surveyed customers had visited 20% felt that our blog is very good.
The layout of the SimplyLED website was rated as very good by 45.7% of customers. 51.5% rated it very good for ease of use. 43.4% rated our site as very good for the variety of products on offer and 35% of customers rated the quality of testimonials as good. Of those surveyed 130 customers did not rate the quality of testimonials as very good - why not send us a testimonial that we can use on our website? 50 customers answered the question as N/A - if you haven't seen our testimonials here's a link: Customer Testimonials.
When comparing SimplyLED.co.uk to other LED lighting websites that customers had visited in the last 6 months 41.8% felt that our layout was very good. 43.4% (very good) felt that our site was easy to use. 38.5% rated our variety of products as very good and 30.2% rated the quality of our testimonials as good.
When asked about their preferred method of contacting SimplyLED an overwhelming majority of 78% declared email as their preferred method. Remember you can contact us on any of the above platforms. Here's our email address: firstname.lastname@example.org and phone number: 0845 459 8010.
Of those surveyed customers who have contacted SimplyLED in the last 6 months 14.2% were queries related to faulty items, 13.4% were to talk to our sales team and 10.8% was for advice.
Pleasingly a majority 56.7% of queries were resolved within 1 day.
Surprisingly the majority (79.3%) of surveyed customers do not use social media to engage with SimplyLED. Social media is a great way to engage with SimplyLED and is often the first place were discount coupons and promotions will be made available.
We had some very interesting responses from surveyed customers when we asked what we could do to encourage you to engage more with us through social media. Here are three of the best:
Customer: Very little. I'm not sure why I'd interact with you. Perhaps if you were offering a lot of advice, in terms of answering questions and helping people make the right purchase decisions. Or discounts.
SimplyLED: We try to answer questions posted to us via Facebook, Twitter and Google+ within a couple of hours. This helps those using these platforms to make purchasing decisions and we see this as an extension of our customer service. Social media sites are often the first place we will post discount coupons for our customers.
Customer: There is too much social media. It becomes confusing. Concentrate on only a couple of platforms.
SimplyLED: We agree, that's why we're focusing on Facebook, Twitter, Google+ and YouTube as we believe these platforms are best suited to engage with our customers.
Customer: You can't - they are far too invasive of my privacy and in any case I've got better things to do. All I want to do is buy LED bulbs for heavens sake - I can already do this via your web site! Please don't try and force me down the social media route - else I will simply buy from your competitors.
SimplyLED: We view social media as an extension of our outstanding customer service. We respect the privacy of all our customers and are happy to be contacted via our website, email or by telephone: 0845 459 8010.
94.7% of customer surveyed said that they would recommend SimplyLED to a friend, family member or colleague!
Of those customers surveyed 72.6% have already recommended us to someone they know. A big thank you for this!
When asked what SimplyLED could do better we received some mixed responses, here are a selection of the best:
Customer: Better quality control prior to packaging the bulbs
SimplyLED: We are always looking for ways to enhance quality control process within our company. If at any time your order is not correct please contact us as quickly as possible so that we can send out a replacement.
Customer: Bigger range of light bulbs
SimplyLED: If anyone can show us a UK based online LED retailer that has a bigger and better range of LED lighting products then a member of our team will present a Q and A session which will be recorded and displayed on our website. They will do this whilst wearing a one-piece monkey costume.
Customer: Forget social media
SimplyLED: What about all of the lovely customers out there that use social media? I think they'd be sad if we forgot social media.
Customer: I think they offer a very good service.
SimplyLED: Thank you!
Customer: Interact with other interested parties, i.e. Friends of the Earth, Greenpeace, Energy saving trust
SimplyLED: Friends of the Earth, Greenpeace, Energy Saving Trust or anyone else out there please get in touch and we'll see if there's a collaborative project we can work on.
Customer: In my eyes nothing! I originally chose your company because you showed me how bright my new light bulbs would be and I was impressed!!!
SimplyLED: Awesome feedback!
Thanks for reading The Super SimplyLED Survey! If you found it interesting and think others would too then feel free to share it. Would you like us to conduct more surveys? If so, let us know!
As always for friendly and helpful advice give us a call on: 0845 459 8010. Alternatively send us an email to: email@example.com.