6 ways you can get quality customer feedback

Running a business without asking your customers’ feedback is like trying to cross a busy street with headphones plugged into your ears while playing Angry Birds on your phone.

If you think customer feedback is only useful for putting out future fires then you are quite mistaken. The customer insights gained from the feedback can reflect very positively on your company’s performance.

Before the Internet and social media there were limited options for collecting customer feedback. Now, a quick email, a Facebook status update or a tweet is all that it takes for them to tell you, and others,  how you measure up.

Keep your ears to the ground by implementing these options for collecting customer feedback.

1. Contact forms

Use contact forms on your website to facilitate an easy exchange of ideas between customers and your organization. Don’t guide the feedback process by allowing customers to answer only a few pre-set questions. It’s in your own interest to keep the feedback as free flowing as possible.

Use a ticket management system in the backend so that every customer contact can be managed and tracked.

An example of a simple feedback form is the one used by Firefox

feedback form

2. Forums

User forums are one of the most effective ways to know what customers think about your products or services. These forums can be hosted by you or by third parties. Monitor these forums for valuable insights and interact regularly with the other members.

But forums can’t be operated on a fire and forget basis. An absentee moderator or owner is the quickest way to turn an online forum into a dystopian wasteland. A dead forum hosted by you has the same impact as an abandoned social media profile or a crumbling store- none of them inspire buyer confidence.

3. Social networks

Depending on what you sell, social networks can be immensely beneficial in engaging with customers and getting feedback. The trick here is to know what social network your customers are active on. Interacting with your market and mining information from social networks is easy to do with a number of tools, both free software and business vendors are available.

A presence on Facebook, Twitter or YouTube is an obvious way to get started. But this is only scratching at the surface. For example, if you are a restaurant you should look at Yelp. If you are a tour company, focus on TripAdvisor.

4. Live chat

Live Chat is an important tool for customer feedback. Live chat is the next best thing to talking with a customer on the phone or face to face- you can get targeted feedback in real time.

These days adding live chat functionality to your website is as easy as signing up for an email account. Pick a good solution that comes with features like robust analytics and live chat transfer.

5. Surveys

Surveys are also widely used to get customer feedback. Done right, they can uncover a lot of things that you might have overlooked otherwise. Design the questionnaire so that the questions are short and concise. Keep the user informed of the progress made and don’t have hundreds of questions in it.

Some further tips- be upfront about the objectives of the survey and give sufficient incentive for users to participate. At the minimum, create a report out of the results of the survey and gift it to them.

6. Customer touchpoints

Asking upfront for feedback after the user has completed a call to action can also give you high quality feedback. For example, a good time for an e-commerce site to ask for user feedback  would be after the customer has completed a transaction. A restaurant or a call center can ask for feedback after the customer has paid the bill or hung up after a call.

Another time to ask for feedback is when a customer stops buying from you or returns your product. The volume of feedback will be less than in the previous scenario but if you ask for it often you will get information that can help you increase general customer satisfaction.

Do you have a policy of regularly seeking customer feedback? Which option has given you the maximum amount of feedback? Share in the comments below.

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Market Research Web Editor at LiveHelpNow and Azzur Group, LLC Contributing Writer at Greatist Editorial Assistant at The Pennsylvania Gazette Reporter at Penn Law Editorial Intern at Philadelphia Magazine University of Pennsylvania University of Pennsylvania College of Arts and Sciences King's College London, U. of London Connect with me on +Katie Siegel
  • Srdjanb83

    Ways you can get quality customer feedback

    The best way of getting a
    feedback is to create a strong social Facebook and Twitter profile of your
    firm.  Important thing is that it should
    be connected to your website. After selling your product you should urge your
    costumer to visit your web pages so they could be informed of new products.
    Maybe it would be great if you could oblige the customers in some way to visit
    your pages in the web. It may look like a fraud but if you do it with style, in
    a way that the customers think that joining or creating account on your website
    is for their wellbeing, you can count on a quality feedback.

  • Srdjanb83

    Ways you can get quality customer feedback

    The best way of getting a
    feedback is to create a strong social Facebook and Twitter profile of your
    firm.  Important thing is that it should
    be connected to your website. After selling your product you should urge your
    costumer to visit your web pages so they could be informed of new products.
    Maybe it would be great if you could oblige the customers in some way to visit
    your pages in the web. It may look like a fraud but if you do it with style, in
    a way that the customers think that joining or creating account on your website
    is for their wellbeing, you can count on a quality feedback.

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  • http://www.123contactform.com/ Elia

    Surveys are a great way to gather customer feedback. Not only they bring quality information to the business, data that can be quantified and used for statistics, but they also keep the public engaged. People enjoy being requested their opinion, anyone feels respected when perceiving his/her point of view matters in the overall picture.

    • wesleymfreudenburg

      like
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      on the computer . see post C­a­s­h­f­i­g­.­C­O­M­

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  • sainrra

    I am running a restaurant in india ( Delhi ) how to increase a sale ? is feedback taking policy work?

    • Arun

      Awareness(hotel name), quality (variety & taste) & service (easy & approachable) and if possible ambiance (look & feel). concentrate only in these… definite SUCCESS !

  • http://www.neteffects.com.au/helpdesk help desk

    Feedbacks are very important when it comes to improving your company services, with all the technological advancement that we have its an advantage that we have different ways of acquiring customer feedbacks.

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  • http://www.inboundcallcenterphilippines.com/ Christian Morales

    Getting customer feedback are very useful for improvement or maintaining the product/service, customer service channel, pre and post sales and managing the employees. Customer feed is also improving the customer service and increase the loyal customers.

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