How to Get Helpful Customer Feedback
Customer feedback is one of the most essential parts of running a business. The problem is that customers don’t feel like going out of their way to leave a review, so it’s important to ask them for feedback in the right way. Here are some simple tips that will help your business thrive.
Customer feedback is one of the most essential parts of running a business. It’s necessary to discover what needs improving and what keeps customers coming back. Like every form of creation, feedback is needed to reach larger audiences and create a stronger product.
The problem is that customers don’t feel like going out of their way to leave a review, so it’s important to ask them for feedback in the right way. Proving to customers that their feedback is needed and making a difference is essential.
Asking broad questions like “How did we do?” won’t inspire many customers to reply. With a question like that the burden is on the customer to be specific and it may feel overwhelming to reply. Instead, ask specific questions about areas that you really need feedback on and make it as straightforward as possible. For example, if you’re concerned about the functionality of your product you can ask, “Is there anything difficult or confusing about the product?” rather than just “Did you like our product?” This way you get the specific information that you need and the customer knows exactly what information you’re looking for.
Start a discussion
When asking for feedback you want to inspire a discussion that can give you the most information as possible. Asking questions that elicit a ‘yes or no’ response won’t give you all the feedback you need. Try to open up a conversation with customers through emails or surveys that ask for detailed and honest answers. It’s very easy for a customer to just answer yes or no and then move on, so you need to let them know that their feedback is important and ask questions that dig for an ample response. However, you want to make sure you don’t ask too many questions, or questions that are confusing to answer, as this will make giving feedback seem like homework for your customer.
You also want to show the customer that they’re having a conversation with a real person and that a real person will read and consider their responses. Signing off emails or surveys with your name rather than just “(your company) customer support” gives the interaction a personal edge.
Learn from the feedback you get
Based on customer’s responses, learn what questions are best answered and asked to which types of customers. Change the questions that don’t get the response you need and learn which types of customers give the best feedback on what types of questions to tailor your surveys accordingly.
You also need to show customers that you actually implement their feedback. Let customers know that you changed a certain thing based on their replies. This will show them you really care about their opinions and that replying to feedback surveys isn’t a waste of time.
Overall, you need to make customers feel important, comfortable, and needed in the search for feedback to make your product the best it can be.