If you are looking to succeed in the business world in the modern era, you need to rise to meet your customers’ needs. Today, customers are more educated than they ever have been in the past. Therefore, you need to find ways to win their trust and loyalty. One of the ways that you can do this is to collect customer feedback.
Benefits of Customer Feedback
If you are looking to collect the best feedback for customer service, you need to know what the benefits of customer feedback will be for you and your business. In general, customer feedback are any and all thoughts, feelings, experiences, or suggestions related to a business product, service, process, or interaction.
Feedback can be both qualitative and quantitative. Feedback can also be formal or informal. Often, customer feedback examples are collected through a short customer feedback form presented either in-person or online. Other times, feedback is gained through vocal feedback during a quick poll or interview at the end of a call. While not ideal, negative customer experiences can sometimes be shared via online reviews or social media. When a customer feels frustrated, unheard, or mistreated, they will go to any lengths to let you know.
When it comes to the importance of customer feedback, there are several benefits to note. These include:
- When customers provide their feedback, they feel like they are a part of the business, imbuing them with a sense of loyalty
- Companies can learn exactly what customers expect
- Organizations can adjust their products and services to better meet customers’ needs
Customer feedback matters to a business because these benefits stem from collecting data and stories that can improve its products and services to meet its customers’ demands and expectations, allowing the company to maintain an edge on the competition.
How To Ask for Feedback from Customers
When it comes to generating a customer feedback report, look at the various types of methods to ensure that companies can collect this information from its customers. There are several customer feedback systems that businesses might want to use. These include:
- Surveys. Businesses should consider sending a short follow-up survey to customers after using their products or services for an extended period of time. Then, businesses can look at what the customer has to say and adjust their products or services to meet the consumer’s expectations.
- Direct Questions. After a call or interaction with the customer, ask the customer how the business did during the exchange. The customer may have a genius insight that could help the company improve.
- Third-Party Reviews. It is also possible to use a third-party website to collect reviews. Sites like Google Maps, Yelp, Angie’s List, Capterra, and G2 are common examples. Social media profiles are a common location where third-parties might have reviews for businesses regarding their products and services.
“In the age of online reviews, a happy customer will tell three people, but an unhappy customer will tell 3,000.”
When businesses wonder how to organize customer feedback, it is essential to remember to keep it short and specific. The stronger the relationship the company has with the client, the deeper the conversation can go.
Customer Feedback Questions
Knowing what questions to ask is the first step to collect customer feedback. The style and manner in which the questions are phrased will impact the quality of the feedback. The shorter the questions are, the more likely the customer will respond, as nobody wants to read a super long question. Some of the most common and effective questions to ask include:
- How was your experience today?
- Do you have any further questions for us?
- Was there anything you were unsatisfied with?
- How could we make your experience better?
- Please rate your satisfaction on a scale from 1-10 (with 10 being very satisfied and 1 being very unsatisfied)
Make sure to define the quantitative scale clearly so that customers know how to respond. These are short questions that are likely to elicit a response from the customer. Those who are wondering what to do with customer feedback need to make sure they use this information to improve their products and services. By looking at the trends that businesses are noticing, they can figure out how they can better serve their customers. Then, when customers see that companies respond to the feedback they provide, consumers are more likely to participate in these feedback sessions in the future. This can help a business succeed in the modern era.