Feedback from customers is often priceless. It can help you avoid making the same costly mistakes over and over again. It can also offer insight into profitable opportunities you may be overlooking.
However, all too often companies fail to collect high-quality feedback they can actually use to implement change that positively influences the customer journey. In this day in age, when customers are more empowered than ever, having an effective customer feedback strategy in place is key.
If you’re looking for ways to walk the fine line of figuring out what your customers really want without feeling you’re constantly spamming them with survey requests, we can help. Check out our tips below to boost your customer feedback strategy with ease.
Tip 1: Set Up Live Chat Support
The faster you can answer customers’ questions, the happier they will be. That’s why live chat has become a popular support tool for many companies.
Chat isn’t only effective for giving great customer service. It can also be helpful for discreetly collecting customer feedback in real time and at a low cost. With a live chat function, you’ll quickly be able to assess and remedy issues before they become a major problem while also gaining insight into customers’ most common complaints.
Tip 2: Get Your Timing Right
Feedback at any time is great, but feedback immediately following a purchase is best. That way, the experience is still fresh on the customer’s mind, and they’re more likely to be willing to offer their opinion just after they’ve completed the purchase journey. The key here is to communicate to the customer that you’ll only take a minute of their time. Otherwise, they might feel the itch to move on with their day.
Tip 3: Offer Incentives
Let customers know you value their feedback by giving them something of value in return. One way to do this is to create a popup that appears right after a transaction to offer a discount on the next purchase in exchange for filling out a quick survey.
Another option is to advertise to your social media followers that they can enter a raffle for a gift card or free product by completing a survey. Whatever incentive you choose to offer, the feedback you receive will be well worth the expense.
Tip 4: Keep It Simple
Do yourself and your customers a favor by making it easy for them to provide feedback. Surveys as a whole and the individual questions should be short and sweet.
With this approach, you only have the chance to ask a few questions, so you need to make sure they’re the right ones. Keep in mind that the quality of the answers you receive will reflect the quality of the questions you ask. For example, you’ll get a lot more information out of questions that allow for open-ended answers than simple yes-or-no responses.
Tip 5: Use the Net Promoter Score
When it comes to keeping things simple, the Net Promoter Score (NPS) is the ultimate solution. With one simple question – “How likely are you to recommend this company to a friend?” – you gain valuable feedback that instantly shows what your customers think of their experience.
Responses are scored from 0, not at all likely, to 10, very likely. Your NPS is then calculated as the average of all the responses. All businesses should consider taking advantage of this simple and effective measurement tool.
By implementing these five tips, you’ll be well on your way to building a customer feedback strategy that ensures you’re taking the right steps to meet your customers’ needs and can provide an experience they’ll rave about.