Gathering feedback from your customers is one of the best ways for your business to thrive and grow.
The longer you are in business, the more customers you will have – and that is a great thing, but what if you aren’t taking steps to improve your services or products?
Over time you will stagnate, and the ‘great’ service will simply become ‘okay’.
Customer feedback is not simply nice to have; it is essential. You need to know that your clients or customers are satisfied with what you are providing.
Always keep in mind that even the process of asking your customers and clients for feedback is a positive thing in their eyes. The fact that you care enough to start the process is essential.
The length of your survey will matter; not everybody has the time to answer 30 questions. 30 questions could take a person who is tackling them with the speed of 10 minutes, but it could take them a lot longer.
And if you aren’t offering them anything in return for that time, they might not see this as valuable. However, this depends on your industry, as some industries rely on more extended questions and more in-depth answers.
If you have a mobile app, one of the fastest things you can do is have two or three pop-up questions as your customers use the app. One of the most exciting ways you can do that is simply by using a non-invasive pop-up and easy to click off.
QR code survey
If you are running a workshop, training classes, or products in a brick-and-mortar store, you can place a simple QR code on the receipt, on the bag, on your business card, or at the till. Encourage people to scan the code nice and quickly and answer a few questions for you.
A QR code survey is quick to implement and can bring you vital insights.
If you want to know simply how the experience was shopping with you or using your service, you can send a short email to ask them to rank you from 0 to 10 or 0 to 5. Give them the option to add something extra in why they have ranked you that high or that low.
What you do when you have the feedback is just as important as gathering in the first place. Your clients or customers should see that you are using their answers to improve the service that they are using. Simply collecting feedback is not enough.
Feedback should be treated as a loop, i.e. you collect the feedback you act on, the clients and customers know the changes you have made, and then ask for feedback some more.
This is a line of communication that should not be closed.
And remember that bad feedback is just as important as good feedback. Bad feedback allows you to make some big improvements, and good feedback highlights areas where you can improve further.
Are you looking for more ways to help your business thrive? Read more: How to Grow Your Small Business.