How to Collect Customer Feedback That Actually Helps Your Business

How to Collect Customer Feedback That Helps Your Business
Customer feedback is a critical component of any organization that wants to improve its products, services, and overall customer experience. However, not all feedback is valuable, and businesses need to make sure they collect feedback well and subsequently implement it strategically as an insight.

1. Ask Good Questions

The quality of the answer ultimately comes down to the quality of the question asked. Instead of posing a cloudy question, such as “How was your experience?", try getting specific.
For example:

• What was the most useful feature of our product?
• What challenges did you encounter using our service?
• On a scale of 1-10, how would you refer us to a friend, and/or why?

2. Choose the Right Medium

Not all customers have the same habits of giving feedback. Some customers prefer giving feedback as a survey, while some customers will have no issues leaving a review on social media. Utilize variety of mediums when collecting customer feedback, such as:

• Email survey
• Live chat support
• Social media polls
• Video testimonials
• Online review platform.

3. Simple and to the Point

Most customers are busy, and lengthy surveys may come off as daunting. Instead, keep your method of collecting feedback quick and easy. Consider using multiple-choice questions, star ratings, or even a few short-form response options to increase participation.

4. Reward Feedback

Other-times, a gentle nudge or reward can be effective in prompting the lingering customer for feedback. Incentives such as discounts, loyalty points, or the chance to win something may encourage participation. Just ensure that your incentive does not lead to slanted or fake reviews.

5. Do Something with the Feedback

There is no use in collecting feedback if it is not transformed into an opportunity to improve. Once you collect responses from your customers, analyze the content and look for common themes as well as opportunities for improvement. Additionally, let your customers know how the changes you made were informed by their feedback.

Conclusion

In sum, effective collection of customer feedback is about asking the right questions, using the right tools, and then developing actions out of the findings. If you keep the process as simple and as rewarding as journaling, you will have no shortage of feedback to build upon for growth and customer satisfaction.