Regardless of the industry, product or services, customer satisfaction determines the future of a business. Not only does it make the customer base steady and loyal, but it also increases the potential customer base through word of mouth. But how do we get to that point? To find out if your customers are satisfied, it is important that they give you their honest feedback. Customer feedback will help you spot the weaknesses and work on them.
Here are some tips to ensure that you receive honest customer feedback with respect to your products and services.
Trigger feedback forms
Very few customers volunteer to give their feedback after purchasing a product or service. One good way to encourage feedback post purchase would be setting up triggered feedback forms. This is a good way of developing customer loyalty as the customers will appreciate that the business takes their personal opinions into account.
Have a wide array of feedback channels
Different people prefer different channels through which they can give their feedback. Make sure that you offer them with a variety of choices. For example, some people prefer giving their opinions on social media, while some would choose to fill up a form right away. It is better not to limit your feedback channels so that your customers can feel free to express their opinions, as and when they like.
Make sure the channels are visible
Most businesses create several feedback options so that their customers can easily provide feedback. However, these options are often difficult to find. Ensure that the customers realize the importance of sharing their feedback. Make it easy for them to see that they have an opportunity to give their reviews and suggestions.
Time it right
One of the most important points to keep in mind when asking for feedback is to make sure that there is no delay in getting it. It is best to ask your customers for their opinions within a day of delivering the product or service. Getting an early feedback means you can work on any inefficiency that may exist, immediately.
Keep it simple
Customers usually lose their patience on seeing a long, detailed feedback form. It is best to keep your feedback form short and simple. Short forms will save your customers’ precious time even while making them feel like they are being heard.
Ask open-ended questions
Often, customers do not appreciate being asked only multiple choice questions as their answers get restricted to the options given. Allow the customers to freely convey their thoughts without any limitations.
Act upon the feedback
One of the major determinants to the effectiveness of a feedback program is how seriously the business takes it. If the customers realize that the business considers their feedback to be valuable and acts upon it, they won’t hesitate to give their honest opinions again.
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