Sending feedback forms to your customers is an excellent way to engage them while gathering opinions or comments about your products and services at the same time. Even if they don’t answer your survey, it will instill in them that they have the chance to voice out their opinion when they want to.
Creating an effective customer feedback form requires the right skill, strategy, and solid knowledge about innovative feedback management systems in general. If you have this down pat, that’s great. But if you don’t know what to do with the results, gathering feedback could be a waste of time.
So, how can you make the most of the customer feedback you get? Here are some ideas:
Identify areas for improvement
One of the primary purposes of a customer feedback survey is to determine which parts of your product or service (or company in general) need the most improvement. After you collect your data and collate it into precise interpretations, you can then work with your team on how to improve the areas that scored the lowest.
Come up with new ideas
Sometimes, customers have suggestions that can help you create new ideas for your brand. Thus, make sure you have a part in your survey where they can freely type in their opinions. These ideas, even if irrelevant to your current goal, can help you see things better from your customers’ perspective.
Improve customer service
Getting negative feedback from your customers is an opportunity to correct mistakes and improve things so that you can create long-term relationships with them. If you receive negative feedback, take the time to reach out to these customers and turn have a conversation. Who knows? These people may be your most loyal patrons if you don’t ignore their opinions.
Moreover, if you give them the best customer service, they are more likely to tell their friends about your positive response instead of talking bad about your brand. And with the power of social media, a dissatisfied customer can easily leave a bad review for you.
One of the best ways to motivate your employees is to show them what impact their work has on others. For example, if a particular parameter in the survey scored high and can be directly linked to an employee or a team, use the feedback to give compliments to the people responsible. Furthermore, you can use feedback results as a basis for your reward system, which can help boost employee morale.
Post testimonials on your website
When a customer checks out your website, seeing feedback from other customers can make them feel more comfortable trusting your brand. While these testimonials help establish your reputation, customers can also use them when deciding which product or service to buy from you.
These are just some of the things you can do with the feedback you get from your customers. But with any other thing that you can do with your data, one fact remains the same: use the feedback, whether positive or negative, for something that can improve your brand.