Are your customers happy? Most business owners would probably say something along the lines of “well I think so, I don’t get any complaints!”.
But how do you know for sure?
We live in a time when quality products and convenient service are a given (or they should be!). We have come to expect them, which means they no longer set us apart from our competition.
What sets us apart is the experience we provide to our customers. From the moment you answer the phone, to the moment they consume your product or service and beyond.
That’s why it’s more important than ever to get feedback from your customers. In a competitive world where the internet and social media has put the customer voice at centre stage, online tools are incredibly effective when it comes to getting the customer feedback your business needs.
Here are 6 ideas for obtaining customer feedback to get you started:
Sending an email to your customers after you have completed a transaction/project is a quick and easy way to gain feedback on your services. The email should include 3 key questions so that it does not take up too much of their time and keeps the feedback focused. You could even ask them to rate particular aspects of your service from 1-5 to keep it really simple.
2. Google Alerts
Google Alerts is a tool that will alert you by email if your chosen keywords are found online. Setting up a search for your company name would tell you whenever a previous customer mentions you in social media, on a forum, or you are reviewed in the press, giving you a real insight into public perceptions of your company.
3. Online Surveys
If you have email addresses for your customers, online surveys are a great way to get feedback in a short amount of time. In order to encourage customers to take part in the survey, you could offer a prize draw for a free product or service. Thanks to all the different channels on the internet, you no longer need to limit yourself to just emailing the survey, you can include a link on your newsletter and promote it on sites such as Facebook and Twitter.
4. QR codes
I don’t know about you, but I can’t help but scan a QR code out of sheer curiosity! An extension of the online survey method, you could link it to the URL for your questionnaire and include it at the bottom of your invoices.
Asking a question in the status box of your Facebook and LinkedIn accounts is a great way to initiate dialogue with your connections and gather feedback. The Facebook platform even offers a comment box plugin that you can install on your website, enabling your customers to give you immediate feedback. LinkedIn also offers a feedback tool in the form of “Recommendations”, which is great for understanding your customers’ needs, and also obtaining testimonials for marketing purposes.
6. The good old fashioned telephone!
Simply giving them a call can be extremely effective. You get an instant reaction and your customers will feel more valued for having been asked their opinion. And if you don’t feel comfortable doing it yourself, you could ask your virtual assistant!
Customer feedback will help you determine which areas of your business are working and which ones are not. It gives you a fresh perspective, new ideas and, most importantly, it gives you an insight into your customers.
Do you regularly gather customer feedback? What gets the best result in your experience? Leave a comment 🙂