According to research conducted by TripAdvisor, 89% of potential customers base their purchasing decision on a product or service based on reviews. After analyzing this information, we can conclude that it is important for you to know how to properly collect customer feedback. It is also important to develop a strategy that will allow you to accomplish this task easier, faster and, of course, in the most profitable way for you. After collecting feedback, you need to develop a specific action plan that will help you effectively use the received data. However, let’s start with the simplest steps to successfully complete this process.
Feedback types
Word of mouth about your company occurs when your client personally recommends you or your company. This type of recommendation is called word of mouth.
The most common feedback — written . They may appear on company letterhead, websites, and other venues. Such reviews are called thank-you or recommendation letters.
Also, reviews can be written by hand in magazines, notebooks, on plates, napkins. However, the credibility of such reviews is declining. Currently, the most popular are reviews on websites and online directories, such as 2GIS, Yandex.Form and Google-Forms.
Photo reviewsare photographs of satisfied customers with your product, or simply photographs of customers along with written reviews. Such photo reviews can be seen in cafes, restaurants, hotels. Famous people make such photo reviews for a reason, as they add additional attractiveness and reputation to the institution.
Audio testimonials appear when a customer records their review on a voice recorder or when you call the customer, have a conversation with him and record the conversation, asking him questions about the product or service and his satisfaction.
Video testimonials are most popular in the infobusiness, but are also useful in other industries.
7 examples of collecting customer feedback
Request in person. A request to the buyer to make a review in various forms should be presented in a form convenient for him. However, you should not insist on an audio or video review if the person does not want it. It is important to get at least some feedback than to get nothing.
Make a phone call. Record the conversation as an audio recording, which you can later upload to soundcloud and post on your website. An example is a dental clinic that implemented this approach on its website.
Send an email request. Send out an email to your customers asking them to leave a review. To make the process easier for them, you can invite them to respond to this email with feedback.
Create a form on your website. There are several possibilities here. You can create a form yourself, add a commenting system, or use ready-made plugins and widgets, such as reviews on Flamp or TripAdvisor.
Collect social media reviews. Again, there are several options:
Conduct surveys in your groups.
Personally approach customers with a request to leave a review.
Integrate special applications into social networks, for example, the integration of the TripAdvisor website with Facebook groups is easy and customizable.
Please take a photo. In your establishment, office or with goods. The main thing is that the person is happy and smiling in the photo :)
Organize a competition. Here are some ideas:
Submit a product photo and win a prize.
Write the most extensive review and win a prize.
Write a review and get 500 rubles to your phone balance.
The most important thing is to thank the person who left the review. The more valuable the prize, the more motivated they will be to write reviews.
Tips to listen to:
It is not recommended to remove negative reviews as this can create negative attitudes and deter people from leaving reviews in the future. Moreover, the sheer abundance of positive and commendable reviews can arouse suspicion.
It is recommended to actively use special services for reviews, such as Revain, Yell, Flamp, Google, Google maps, especially if the target audience is young people.
If you plan to shoot a video review right in the store, office or at a conference, you should avoid offering women, as this may take more time to convince. It is recommended to apply immediately to men who, as a rule, are well-groomed and beautiful.
Testimonials posted in unusual places or on unusual surfaces get more attention. An example is the metal roofing sheet mentioned in the picture below.
Even if the whole office is decorated with thank you letters, it is recommended to hang them crookedly to attract attention and interest people.To increase the credibility and credibility of the review, you must specify the full name, attach a photo and contact details of the author, and write a detailed review, including minor shortcomings of the company that have already been eliminated. This will help to secure the 100% confidence level of the review.
To prevent the appearance of reviews in the style of “Thank you, everything was fine!” it is recommended to offer customers a feedback structure, which makes the feedback process easier. People are more likely to leave reviews if they are given something in return.
What resources can be used to leave reviews?
Capterra is an online platform that allows users to research and compare business software. It provides an extensive database of software products across various categories, making it a valuable resource for businesses in their software purchase decisions.
The platform offers a user-friendly interface where users can browse through different software categories such as accounting, project management, customer relationship management (CRM), and many more. Each software listing includes detailed information about the product such as its features, pricing, and user ratings.
Capterra also allows users to read and leave reviews, providing valuable insights from other customers who have used the software. These reviews help businesses make informed decisions by considering the experiences and feedback of others.
One of the key features of Capterra is its comparison tool, which allows users to compare multiple software products side by side. This feature helps businesses identify the best software solution that meets their specific needs and requirements.
In addition to the software listings, Capterra also provides resources like blog articles, whitepapers, and guides, offering industry insights and best practices. This makes it a comprehensive platform for businesses to stay updated on the latest trends and advancements in their respective software categories.
Overall, Capterra is a valuable platform for businesses looking to find, compare, and choose the right software solution to enhance their operations and achieve their goals.
Reviews.io is a popular online platform that allows users to write and share reviews about various products and services. It serves as a valuable tool for both businesses and consumers.
For consumers, Reviews.io provides a trustworthy and transparent space to make informed purchasing decisions. Users can find and read genuine, unbiased reviews from other customers who have already tried a particular product or service. They can also rate their own experiences and provide feedback, helping others to make well-informed choices.
Businesses benefit from Reviews.io by gaining valuable insights into customer satisfaction and overall performance. The platform enables companies to collect and showcase reviews, increasing their credibility and trustworthiness. Positive reviews can act as powerful marketing tools, while negative reviews offer opportunities for improvement.
What sets Reviews.io apart from other review platforms is its focus on authenticity. The platform employs a strict verification process to ensure that all reviews come from genuine customers. This ensures the credibility of the feedback and prevents fake reviews from influencing purchasing decisions.
Overall, Reviews.io provides a necessary bridge between consumers seeking honest opinions and businesses looking to improve their products and services. With its commitment to transparency and authenticity, this platform plays a significant role in promoting fair consumer practices and helping companies grow.
Revain.org is a platform for collecting and analyzing user feedback on various companies, products and services. It has been developed using blockchain technology to ensure the transparency and authenticity of the reviews.
The Revain.org platform system is based on the following main principles:
Collecting feedback: Users have the opportunity to leave feedback about companies, products and services that they have used. Reviews can be left on the Revain.org platform or partner platforms linked to Revain.org.
Blockchain technology: All reviews posted on the platform are stored in the blockchain, which guarantees their transparency and the impossibility of changing or deleting them.
Rating: The quality of the reviews is assessed by platform users by voting. Users who leave useful and trustworthy reviews can get a high rating on Revain.org
Review Validation: The platform uses machine learning and artificial intelligence to automatically filter out invalid reviews and combat spam.
The purpose of the Revain.org platform is to provide users with reliable reviews based on which they can make informed decisions about the purchase or use of products and services.
In general, the system of operation of the Revain.org platform is based on transparency, independence and rewarding users for useful content. It is an innovative approach to collecting and analyzing feedback that improves user experience and helps companies improve the quality of their products and services.
Conclusion:
There are several methods for collecting feedback. To do this, simply ask the client to leave their opinion. The nice thing is that this is not a direct call to sell. Perhaps, after collecting feedback, we will be able to receive additional orders, as has happened before.
It is also worth considering that not all reviews will be positive. It is important not to despair in this situation.
Of course, there is a desire to receive detailed and informative reviews. However, when you think about ways to collect feedback, you should think less about your own benefit and more about the convenience of customers.
Don’t ask a lot of questions, don’t require 10 registration fields to be filled out, don’t require a 1000 character review, and don’t require a studio photo from the client. Keep this process as simple and convenient as possible for customers, and success will surely follow.
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