Ways to Get Customer Feedback
One of the most important tools your business can use to improve and grow stronger is customer feedback. How can you find out what your customers think of your business and the service that you provide them? Here are just a few ways you can get real customer feedback so you will know your customer service strengths and weaknesses.
Surveys
Surveys can be a great way to gauge your customer base’s general feelings about a topic or service. Thanks to software like Survey Monkey’s survey builder, anyone can easily build a simple survey that can be sent out to your customers via email. Short surveys are more likely to get a response than long ones, so don’t overwhelm your customers with extensive survey requests. If you’re worried about your customers ignoring the survey, offer a small incentive for their honest feedback, such as a coupon for money off goods or services.
Offering customers a chance to voluntarily submit feedback via email is important for several reasons. It allows them to feel they have a voice when things go wrong, and it allows them to praise your business or employees when things go well.
Make sure you are quick to respond to all email. This shows your customers that you are concerned about their needs. Also, pay attention to the content of the emails. If one customer complains about something, it could just be that they’re having a bad day, but if several complain, you need to take it seriously.
You can encourage customers to contact via your website, but you can also encourage them to reply to the emails you send out. This makes it easier for customers to contact you without jumping through hoops to be heard.
Utilize social media
You’ll be hard-pressed to find someone who isn’t on some sort of social media platform these days. Use this to your advantage and ask your customers for feedback via your social media pages. You can implement polls, ask daily questions, and encourage people to contact you via social media for quicker response times. Just make sure you have a good social media team in place so you don’t miss any important feedback on your pages.
Regardless of how you get customer feedback, you need to make sure you are always listening to your customers and addressing their needs as they arise. It only takes a moment to lose a valued customer, so put your feedback to good use and improve the service you provide.