COVID-19 has impacted businesses globally. From demand to supply, every aspect of commerce has been affected. With lockdown restrictions easing out, and customers getting back to the market, it is crucial for marketers to know how the lockdown has impacted consumer behavior. It is necessary for businesses to analyze, understand, and adapt to the shift in consumer mindset.

Primary research by The Hindu identified four segments of customers that are likely to emerge post lockdown:
• Revenge Shoppers
• Revelation Shoppers
• Restricted Shoppers
• Research Shoppers

Understanding Survey Campaigns
A Customer Survey Campaign is a survey sent out directly to customers, to their registered mail IDs or through a link to their registered mobile numbers. It is a repository of relevant questions aimed at collecting suggestions, feedback, and criticisms from responders in order to understand them better.
Given the times, it is very crucial for brands to emotionally connect with their customers; Customer Survey Campaigns should be complementary to sales-oriented marketing campaigns as they position the brand as someone who cares about their consumers and weighs their sentiments.

Best Practices to Plan a Survey Campaign:
The short and sweet survey: The survey should be simple, user-friendly, and focussed. The survey should be very specific and should answer the ‘whys’ and ‘hows’ of your business questions.
To the point questionnaire: Surveys to understand consumer behavior entails questions based on purchase
Frequency: While it’s important to include the right questions, it’s also vital to distribute surveys frequently and be consistent about when you send them.
A ‘Thank You!’ Note: Thanking your customers for their feedback and adding an incentive, is a humble way of closing the survey campaign loop.
And, Action!: Much of the Survey Campaign’s success depends on how companies act on the responses. Survey results can be utilized and put-together in multiple ways: survey reports, infographics, podcasts, webcasts, blog posts, tweets, etc, ultimately improving SEO visibility and stronger brand credibility.

In Conclusion
Consumers are changing their purchasing behavior in response to the pandemic. While the crisis has resulted in massive losses to businesses around the globe, Customer Survey Campaigns can bridge the gap between customer’s expectations and what brands have to offer by reducing the uncertainty involved and helping brands to understand and serve their customers better than before! The businesses able to empathize and connect with their customers emotionally; and those driven by customer-centric sentiments are likely to evolve as Champions!

For detailed insights visit https://www.capillarytech.com/blog/marketing/covid/deep-dive-customers-mind/