If you have content and delighted consumers, your business will expand, right? But how can you be assured that your customers are happy? What can you do to find out what your customers like and dislike about your products or services?
It’s so easy: just ask them!
Requesting consumer feedback doesn’t cost you anything. The useful information you will discover, on the other hand, has the potential to change the path of your life and influence your next decision (as well as your roadmap). You might be asking what the greatest strategies are to receive feedback from your clientele right now.
It’s simpler than you would imagine. We’ll go over 8 simple methods for getting client feedback in this post, along with certain DOs and DON’Ts you should be aware of. These methods include feedback forms and website feedback widgets, which are both great ways to get customers to give you their opinions.
Table of Contents
What exactly is client feedback?
In layman’s terms:
Customer feedback is the knowledge, information, opinions, ideas, and concerns that your existing and prospective consumers have regarding their overall interactions with your product, service, or business.
Motives for Requesting Customer Feedback
The following are some justifications for seeking feedback:
- To find out what your consumers like and dislike about your product or service; to give them a sense of importance and participation; to demonstrate that you value their feedback and respect their viewpoint;
- demonstrating your customer-centric culture in action; enhancing and modifying your offerings to better meet their needs;
- Increase consumer loyalty and pricing strategies, and gain knowledge about future product development tasks for your roadmap.
You must agree that’s a steep price to pay.
If yes, keep reading because we’ll list the best ways to gather feedback for you below.
Best Techniques for Customer Feedback and How to Apply Them
Request user input on live chat sessions
While their experience with your company is still recent, request feedback. Live conversations are the ideal setting for this. Allow the customer service team to solicit comments after a live chat session ends.
Basic inquiries on the value of the chat experience can fall under this category. The feedback information will also enable you to evaluate the performance of your chat support staff. At EmbedSocial, we use Intercom chat to engage with our clients, and at the conclusion of the session, we solicit their feedback.
We strive to respond to consumers quickly and with useful information, so as Martina mentioned, we pay great attention to both client feedback and the quality of our responses. Finding long-term solutions for recurring problems is made easier by being able to recognize patterns in them.
A specific email for feedback
On your website, at the very least, include a specific feedback email. Customers can send emails with their complaints if they have any.
It might appear something like this: feedback@companyname.com
The email address needs to be prominently displayed on the website for maximum impact.
Employ email polls
Email surveys continue to be one of the most effective ways to get client feedback, regardless of response rate. It is a crucial route for attracting new clients. So, after receiving an order confirmation, be sure to write them a satisfaction review within 3 to 5 days. Please be advised that repeat clients shouldn’t be bothered with the online survey every time they make a purchase.
You can carry out email polls by:
sending survey emails manually through your email editor while automating the sending process with an AMP feedback form from verified reviews
Design a specific customer satisfaction survey.
Take it a step further and offer them a specific feedback form that you can email to them. Include all pertinent feedback-related questions, but keep it brief.
They are straightforward and only include the correct number of survey questions to fully assess the user experience without overwhelming the respondents. These survey templates are available in our future Embed Forms functionality. For every industry, it is a program that provides dozens of ready-to-use survey templates. They offer a wide variety of surveying possibilities and are completely configurable.
Include an online survey on your website.
Post a straightforward feedback form with just the essential questions on your website: The EmbedReviews platform includes the feedback form below.
It’s a straightforward application that enables you to construct feedback forms and offer consumers a special link to the completed form. Once the feedback is gathered, you may display consumer reviews directly on your website and keep them up to current in real-time.
Try sending SMS messages to get feedback.
Given that most people keep their phones close by at all times, asking your consumers for feedback via SMS may be your best chance to get it. This feature was built for our EmbedReviews platform to assist our users in reaching their consumers more effectively and gathering more feedback while they are on the go. See Send SMS Review Requests And Collect Feedback Via Text Message for a detailed step-by-step tutorial.
Use the Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT) to gauge customer satisfaction.
Customer pleasure is measured using the Net Promoter Score, which also forecasts business growth.
at order to respond to important inquiries like: How happy are you with your experience at our company?, you can calculate your NPS using an 0-110 scale.
The respondents are arranged as follows:
- Promoters (scoring 9–10): dependable clients who will keep utilizing your goods or services;
- Passives (scoring 7-8): typically content but susceptible to competing products;
- Detractors (scoring 0-6): dissatisfied clients who can spread rumors about you and damage your reputation.
In contrast to NPS, the Customer Satisfaction Score (CSAT) survey uses a distinct scoring system.
Make sure both score options are present in every survey you design for the best results.
Keep an eye on social media and Google mentions.
The use of social media platforms like Facebook, Twitter, LinkedIn, and others may be a priceless asset when trying to get customer feedback. Although social listening is not a direct method of getting customer input, it is essential to enhance user experience and immediately address any problems or pain points that may occur.
Also, using a customer feedback tool can help in effectively managing feedback and ensuring prompt action on received comments or complaints. For instance, Google Alerts is used by EmbedSocial. We receive a reminder the next time someone mentions us, so we can take action right away. Timing is crucial. Make sure to respond quickly to social media comments and fix any possible problems since unfavorable remarks have a tendency to spread widely.
See some advice on how to manage your internet reputation better and build a stellar online presence.
Suggestions for getting clients to provide comments
If you are still unsure whether your clients will be eager to offer you feedback, think about putting these suggestions into practice:
- Request online reviews from each consumer you deal with following each interaction;
- Automate the process of requesting internet reviews following a purchase (as demonstrated above);
- Ask them again a week later to share their shopping experience if they don’t respond the first time;
- To foster more client loyalty, send consumers thank-you emails on a frequent basis. When they respond, thank them for their input and invite them to share their thoughts on your company;
- Send the client a personalized letter or video thanking them for their business and inviting them to post a review;
- Inform your clients on a regular basis of the value of customer surveys;
- Encourage people who haven’t left you online reviews to do so by engaging with them and responding to their comments;
- As soon as you receive unfavorable feedback, try to fix the problem;
- Encourage and incentivize customers to leave reviews for your new items by posting reviews on your social media channels;
How to respond to client comments
What happens next after you gather client feedback?
To take action and to be proactive!
Utilize the “feedback loop” to make changes and enhance the operation of your company.
Here are a few strategies for responding to consumer feedback:
- If a client complains that you did something incorrectly, admit the error and ask how you can make it right;
- “What else can we do to make your experience better?” – ask people.
- Post testimonials from satisfied customers on your website;
- Make a feature request board where you may post all the ideas you’ve gotten and talk to your product team about them;
- Utilize feedback to inspire the group and raise spirits.
