Today, when we think about collecting customer feedback, it’s easy to get overburdened by the sheer volume of possibilities. With numerous customers and numerous ways to connect with their feedback, it has become hard to know where to start.
But one thing is clear, taking a proactive approach to collecting customer feedback will ensure that you will never stray too far from the needs of your community, even as those needs evolve.
Today’s businesses spent millions of dollars to establish feedback channels such as reviews, emails, feedback surveys, customer feedback apps, and website analytics.
And for good reason, your business will not improve until and unless you listen to your customers. So, how will you know whether what you are doing is right or wrong? How do you know whether your customers are reacting? Customer feedback is indeed your company’s compass.
However, even if you request feedback, there’s a lesser chance that you will receive it. So, it becomes difficult to get those, especially when your business is trying to improve.
If you want your customers to give feedback for your business, you will have to go with the common practice of asking your customers questions. For example, to improve your CSAT score, you have to ask open-ended questions that will help you understand your customer journey and will let you know where you should focus to make improvements.
In the accompanying article, we take care of everything from the value and importance of website feedback to how to collect feedback, and how to use what you learn to create a better customer experience.
Importance of Website Feedback
Why collect user feedback when web analytics features like time tracking, heatmaps, and real Google Analytics can show you what people are doing?
Because you need to know more about the website visitors to understand the situation better.
What should you do, for example, if you have just started training properly on landing page data analytics, and you see a big drop in your booking page?
Analytics tools, like popup generators and smart analytics, can tell you what your users are doing (for example 85% leave before filling out a booking form), but only website feedback tools can tell you why (for example, high prices are. discard them).
Why Customer Feedback is Vital?
Customer feedback is important because it is the leading resource for your company’s future growth.
Many companies are satisfied to walk their own path without input from their customers. Some feel that the client adds nothing to the conversation, and they know what is best.
This, for sure, is the wrong way to do business and could be fatal for any company looking to grow, and retain customers.
Irrespective of what you sell, whether it’s smartphones, systems, or online courses, it is important that you gather client feedback to figure out what could be worked on about your products and services.
Although developing a culture of feedback takes time, it can benefit your team, your customers, and your business in the long run.
Various Ways of Collecting Customer Feedback
Before attaching web forms to your website for collecting client feedback, you need to determine why you are doing it.
Identifying your goals and defining a strategy to achieve them lays the foundation for a meaningful investment of your time – and your client’s time. Your input will not benefit anybody if it lacks a clear goal.
The following are seven proficient strategies for gathering customer feedback.
Customer feedback surveys
After you have met with key partners and discussed your plans, you will need to design your survey. Creating a helpful customer survey can be a complicated task that you think.
There are countless questions you can ask your customers. Beneficially, you can pick between short-slider customer surveys or longer, typical surveys on your website.
If you want your customers to complete the survey, then only ask them those questions that will help you meet your objectives. For example, if you are trying to be the best contract generator company, then you have to ask open ended questions.
Posing such questions will assist you with understanding your customer journey, and where you can focus on improving.
If this has been done correctly, then launching effective customer surveys with a solid feedback strategy can help your company to take the right decisions at the right time.
Feedback on-site / in-app
As you may have observed now, not all inputs are useful.
Some customer feedback is unclear and incorrect, which most likely represents the customer’s understanding of your product. While some feedback is harsh, it fails to identify the specific problem.
The best feedback comes from customers when they are using your product.
For example, you have visited a playground with your love on a date. You would probably swing with each other, laugh at the same things, and might have shared some loving moments together.
However, if you just talk about the date with your friends a week later over a cup of coffee, they might not understand why you are having a particular reaction or moved by something that happened on that date. It is just the same.
You will have to urge your customers to give input immediately. This will boundlessly work on the usefulness and accuracy of the input. Moreover, you will have to make sure that you implement a client feedback solution inside your product and make it simple for your users to leave feedback when they face any problems.
Use community forums & discussion groups
Employers and clients are represented in community forums and discussion groups. Hence, these are the most focused points to dig into to get meaningful feedback. They allow users to post questions, leave suggestions, ask questions, vote for comments, and more.
For example, suppose users complain about a communication platform. In this case, you can use forums as a help thread to provide users with important answers, such as suggesting effective business communication solutions. This helps to position you and your brand as an expert in your niche.
Review Customers’ Social Media Comments
Some customers don’t want to talk to the company directly. Instead, they ask questions of their peers or share their thoughts through social media on each other’s profiles or company page.
Listen to their conversations about your brand to get more customer feedback, even if you’re not the recipient of the message. There are other ways to use social media, which you can use to your advantage than just looking to increase your reach on Instagram.
Essentially paying attention to what others are talking about your image will assist you with revealing fascinating experiences about the insights, stresses, or false impressions they have about your product.
While a particular product marketing may seem clear to you, it may not to the ordinary consumer.
Don’t Forget to Respond to Your Customers
In general, customers fail to provide critical feedback, although they have Customer feedback software, because the reason is that they believe no one cares. However, many of the same customers might be interested in giving feedback if they knew they would get a reply.
Consider including a short sentence for your messages informing recipients regarding how soon they can hope to hear from you. “We’ll hit you up inside X hours/days,” for instance, will go quite far toward setting assumptions, and building entrusts with your community.
Therefore, consider adding a short sentence in your emails informing recipients of how soon they can expect a reply from you. For example, “we will get back to you within X hours/days.”
After you have received those responses, offer to call all those customers, and walk them through the process of resolving their complaints.
For instance, assume your application crashed, and you effectively fixed it in the wake of paying attention to their feedback. In that case, you wouldn’t believe the number of clients that will research “how would you rate an application” just to leave a beautiful review and offer their thanks.