In order to improve your product or service, collecting and analyzing customer feedback is highly valuable. Many businesses find it challenging to obtain that feedback. As customers are motivated by their goals and deadlines, it's not their responsibility to provide feedback to your company.
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Because of the inconveniences these measures cause, many customers avoid filling out surveys or participating in reviews. In today's busy world, customers don't have time to point out flaws in your product or service. Your questions may be viewed with skepticism by others, who may not feel comfortable providing honest answers.
Whenever you ask for feedback from your customers, you must consider the best approach. To assist you, we've put together a list of ways to get customer feedback:
1. Keep track of social media channels
Communicating with your target audience through social media has become an inexpensive and efficient method. Your business can join in on the conversations that customers are already having on Facebook, Twitter, and Instagram at no cost. Get to know your audience by responding to comments, sending direct messages, and engaging with them.
Be sure to respond quickly to negative reviews your team receives. Active social media users expect a fast response, so you have to dedicate resources to each channel. Monitoring the social buzz closely is a great way to keep track of trends and events that could make a difference to your business.
2. Reward feedback with incentives
Taking a survey takes up valuable time from the busy schedule of a customer. Offering a reward for completing your surveys is one way to make them worthwhile. In this manner, feedback can be obtained in a simple, yet highly effective manner.
Although money or discounts are great, rewards don't have to be cash. Free content that's useful to customers' workflow can be used to incentivize them. An e-book, an internal study, or an educational pamphlet could help them achieve their goals.
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3. Promote a contest on social media
Freebies are one thing customers love.
Utilizing your favorite channel to promote a social media contest can help you collect more feedback. Provide a form to collect customer opinions and specify in your rules that completion is an entry to win.
Customers will be willing to fill out a survey as long as it isn't too long and otherwise tedious for the prize value. Make sure all dates are set in advance so that fresh data can be analyzed and the winner can be determined quickly.
4. Make Net Promoter Score a part of your business model
Net Promoter Score, or NPS®, is one of the best ways to measure customer satisfaction. Your customers are asked whether they would recommend your company to others on a scale of 1-10. A score from 0-6 is considered a negative response, or a "detractor." A score between 7-8 is considered neutral, or a "passive." Finally, a score of nine or ten signifies a positive experience, or a "promoter."
The best thing about NPS is that it's efficient for both customers and businesses. One question is used in the survey, making it easy to record and analyze the results. The customer doesn't have to invest much time, and you're more likely to get thoughtful feedback.
5. Provide post-purchase feedback
You should find out how your customers feel about their e-commerce experience if you run an e-commerce website. A survey, however, can sometimes distract customers from making a purchase. It's important not to lose a potential sale because a survey took the lead away from your shopping cart.
The feedback options can be displayed after a purchase is made to prevent this. Once the sale has been completed, the customer will be less distracted and more likely to provide feedback. It is especially helpful when it comes to transactions involving high levels of emotional investment, such as buying a large appliance.
6. Don't ask for feedback right away
It's great to get immediate feedback, but it's more valuable when the feedback is accurate and thoughtful. It may take some time for the customer to develop a complete understanding of their buying experience. In asking for feedback right away, you're only getting their initial feelings, not how the product or service affected them over time.
When you notice that your customers' feedback seems inaccurate, try waiting a week or two before surveying them. The roadblocks they encounter may be long-term issues arising from their continued use of your products.
7. Make use of feedback monitoring sites
Instead of asking directly for feedback, you can monitor what people are saying about your company through third-party sites and apps. You can receive notifications whenever your company is reviewed online using tools like Google Alerts and Yext. You may be able to discover feedback that is posted in online communities that your customer service team is not aware of. Every day, new internet communities emerge, making it crucial to monitor your company's online presence.
8. Set up a kiosk for surveys
It's a great opportunity to ask customers for feedback if your company is hosting or attending an event. Setting up a survey kiosk like the one in the image below can help start the conversation.
It is less intrusive to ask a customer to complete a survey kiosk than to walk up to them and ask them to fill out a form. As a result, customers do not have to interact with a service representative as they simply approach the kiosk, complete the survey on the tablet, and leave. Customers can provide candid feedback without feeling pressured by one of your employees who may be eagerly awaiting their response.
9. Use heatmaps on your website
It is not always necessary for customers to give explicit feedback. Using a heatmap, you can get valuable information about your customers' activity on your website.
You can collect data from where customers "click" the most on your website for a more hands-off approach. By comparing and contrasting your most clicked sections with sections that are overlooked, you can make informed decisions regarding your website UX and optimization.
A customer's feedback becomes a customer's satisfaction
Customer satisfaction begins with customer feedback - and all departments must be involved. There's no end to the value consistent feedback can bring to your teams in an economic environment where every business is looking for cost-effective ways to generate customers.