What is Customer Feedback?
Customer feedback is the knowledge, opinions, concerns, and suggestions that members of your community have expressed regarding their interactions with your business, goods, or services. Even (and especially) when it is unfavorable, this feedback can inspire good change in any firm by guiding changes to the customer experience.
Why is Customer Feedback Important?
Consumer opinions are crucial since they act as a roadmap for your business expansion. Don’t you want to know what your customers think of your company in terms of what you’re doing correctly and wrong?
You can uncover pearls that make it simpler to modify and improve the client experience over time in both the good and the poor. In other words, getting input is how you can continue to put your community first in all you do.
The 5 Most Effective Customer Feedback Methods:
You must identify your motivations for soliciting client feedback before you start asking for it. Establishing your targeted objectives and articulating the steps to get there lays the framework for a time investment that is both worthwhile for you and your clients.
- Which aspect of the customer experience (onboarding, content marketing) would you like to see improved? Select the area of the customer journey where consumer insights would be most helpful.
- What are your plans for the information you gather? If client input doesn’t result in a change that can be implemented, it is pointless to collect it. Let’s imagine a consumer survey finds that the user interface of your product is unclear. When gathering comments, be sure you’re willing to put some effort into fixing it.
- Which client feedback method suits your objectives the best?
1. Customer Feedback Surveys:
It might be harder than you think to create a good consumer survey. There are many other inquiries you might make of your clients. The good news is that you may select between shorter slider surveys that appear on your site and help you target particular concerns and lengthier, conventional surveys.
You can use a program like Qualaroo to collect responses from existing website visitors for one-question surveys.
There are numerous possibilities for longer-form surveys. For small businesses who are just beginning to explore the potential of feedback, SurveyKing provides a free platform. From small businesses to larger companies, Alchemer can adapt, and at the enterprise level, Qualtrics produces insightful, dynamic data.
- Just enquire about matters that advance your objectives.
- Ask deliberative open-ended inquiries.
- Make rating scales that are reliable.
- Do not ask provoking or laden questions.
2. Email and Customer Contact Forms:
One of the simplest ways to obtain truthful client feedback is via email. The majority of businesses utilize it as a support channel, so you may take advantage of every interaction to get feedback. Use these three steps to increase your chance of hearing back from a customer:
3. Set Clear Expectations:
Customers occasionally withhold critical comments because they believe no one is interested in it. Is it surprising that most businesses rarely hear from dissatisfied clients? If they knew they’d hear back and when to anticipate it, many of those same consumers could be willing to offer feedback.
Think about including a brief statement in your emails letting recipients know when they can expect a response from you. Setting expectations and establishing trust with your community will go a long way with the phrase “We’ll get back to you within X hours/days.”
4. Organize Email Feedback:
Use Trello to build “boards” that your entire staff can access and add valuable customer feedback to at Help Scout. It’s a transparent procedure that makes sure no valuable information is overlooked. Here is how it works:
- Make “Product Ideas” (feature requests), “Up Next” (what is being worked on), and “Roadmap” boards in Trello (what you plan to work on).
- Create distinct cards for each board to classify requests. We use categories like “Inbox” (fresh ideas), “Rejected” (discarded ideas), “Someday/Maybe” (excellent ideas, but not urgent), and “Apps” for our product ideas board (integration requests).
- Include email addresses for the persons who requested the concept in the cards. Those who requested Reports upgrades, for instance, will be added to a list inside a card so they may be notified when the upgrade is finished. This is an illustration of a card (with the emails blacked out for privacy):
With the help of this system, you can keep track of requests, the people who made them, and ideas you’ve already shared. Employees can use the procedure as a clear road map for future customer encounters.
5. Send Personalized Responses:
Asking a customer for an honest reaction is the best way to get one. You can request more personalized input via email than you can through a survey since email allows you to convey a one-to-one message.
For instance, you can send an auto-responder email to clients who sign up for additional information about your services. You just want to ask one inquiry. Find out what problems people are having the most trouble with, and what additions they would most want to see, or just ask them why they signed up!