Do you want to know what your customers really think about your product or service? We’ll explain how to ask for customer feedback the right way and how to get the information your company needs to improve. Here’s a hint: SMS surveys are your best friend.
Through their reviews, customers provide invaluable information for any organization. Not only will they help you improve your product or service, but they can also help you make future decisions or improve customer satisfaction and loyalty.
However, asking for feedback can be more complicated than it seems. You may be afraid of receiving negative comments or going unanswered, or you may not know the best way to collect feedback. In this guide, we explain how to ask your customers for feedback, the best times to do so, and the most effective methods for obtaining it.
Why is it so important to ask for feedback?
Collecting customer comments, opinions, and ratings will help you analyze your performance and identify your weaknesses, which is essential for continued improvement. Positive reviews are equally important because they can identify your vietnam whatsapp number data strengths so you can take full advantage of them. Satisfied customers are often willing to leave public reviews online, which helps you build credibility and trust.
Here are ten reasons why customer reviews are so important:
- They make you aware of your strengths and weaknesses.
- They are used to detect and resolve problems quickly.
- They help with continuous improvement.
- Increase customer satisfaction and loyalty.
- They help you make better decisions.
- They position you in relation to the competition.
- They help improve reputation.
- They provide solidity to the economic results.
- They improve team confidence.
- They report on changes in customer expectations.
However, the information your customers provide will only be valuable if you act on it. You can use it to make strategic decisions that improve services and meet or exceed your organization’s goals.
Different ways to get customer feedback
There are many ways to collect customer feedback, from direct surveys to in-person focus groups. You can choose a single methodology or combine different methods to improve response rates and obtain more robust insights.
Surveys
Online surveys are cost-effective and easy 5 sms marketing campaigns that will make you a success on mother’s day to prepare, although you can also use paper surveys, for example, at in-person events.
Remember to ask for information such as demographics, user experience (UX), preferences, and feedback. While it may be tempting to ask a large number of questions, keep your survey short and relevant. Also, combine open-ended and closed-ended questions to keep respondents engaged. When you start creating your surveys, start with 10 to 15 questions .
Surveys are a useful and popular resource because they allow you to collect ratings, opinions, and scores quickly and flexibly. They also allow you to ask specific questions and, unlike reviews posted on a website, guarantee the privacy of the results.
SMS Surveys
Now that mobile phones are universally used, SMS, with open rates of up to 98%, is an excellent way to collect customer reviews and feedback. This type of messaging has a broad and instant reach. Furthermore, the high level of interaction greatly increases the chances of receiving responses.
SMS surveys help you collect and view responses in real time and are cost-effective, especially compared to focus groups that require a lot of time, expertise, and money. Ask your customers chronological questions or tailor them to their responses. You can also give them the option to expand on their responses with free-form answers.
SMS surveys can be personalized and sent automatically after events, such as a purchase or customer service interaction.
Comment form
If you add a feedback form to your website, customers can give you feedback or suggestions about their user experience or your product or service. Forms can take a variety of formats, from questionnaires and inquiry forms to pop-up dialog boxes.
As with surveys, it’s best to keep these forms direct and concise. Include a clear call to action to encourage your website visitors to leave a response. Also, make sure the page is mobile-friendly. You don’t want the form to frustrate users or waste their time, as they might abandon your website.
Social networks
Social media can be an effective way to survey opinions, but you may need to filter out some spam first. Read your comments section or ask your customers questions directly to learn about their preferences and monitor whether a particular product generates more interest.
Social media is a free channel and can aero leads provide real-time feedback. However, compared to surveys, it can be difficult to track. Furthermore, many people don’t like giving their opinions on a public platform.
You should also keep in mind that you could receive fake or negative reviews, which would be visible to any user. Some social media platforms have large numbers of bots and fake profiles, which increases the number of spam comments generated.
Reviews
Reviews can also provide you with very useful information. You can encourage people to review your products or services in various ways, such as through Google reviews, sites like Trustpilot, or your own website. This way, you can strengthen your credibility and build trust.
If you think your customers had a positive experience, encourage them to leave a review. Of course, there’s a flip side to this: you won’t have any control over the reviews, and it’s easy for someone to post something negative.
According to statistics, 96% of customers seek out negative reviews. Furthermore, people are more likely to leave negative reviews than positive ones . If you receive a negative review, it’s best to respond calmly to address any concerns. Also, remember that feedback, if fair, will help you improve.
Focus groups
Focus groups typically have six to twelve people and are a forum for opinions where you can ask questions about your products or services. With them, you gather qualitative, on-the-spot feedback, which can be comprehensive and cover a wide range of opinions.
Focus groups are based largely on conversational methodology. Thus, they provide more in-depth information that is impossible to obtain through surveys or forms. However, they are more costly to prepare and execute, and require a lot of resources. You also run the risk of responses being influenced by groupthink.
What uses could surveys have?
Customer satisfaction surveys provide information on prices, product quality, experiences, satisfaction levels, and expectations. They can also be used for market research and to gather customer feedback on a new idea.
Rating surveys encourage customers to rate a product or service on a ten-point scale. They provide quantitative responses, which you can use to make data-driven decisions. You can also use post-event surveys to obtain a Net Promoter Score (NPS) or ask your team for feedback.
When to ask for feedback
When asking for customer feedback, timing is key. First and foremost, it’s important to keep the process agile so the customer has a fresh and relevant experience. Consider this timing to begin planning and make immediate changes to improve your customer experience.
