Customers are the backbone of any business and as such, it’s important that you know how they feel. Whether your company is a restaurant or an e-commerce site, keeping tabs on customer feedback will help you identify potential problems which need to be addressed, while also boosting morale amongst those who may not have anything negative to say about your brand. Here are some tips for monitoring and understanding what customers think about your company so that you can make necessary changes for the betterment of both your business and its clients.
Taking customer feedback seriously
Taking customer feedback seriously is one of the smartest things you can do for your company. It will help turn a bad situation into a positive one by providing the opportunity to identify potential problems and fix them before they have an impact on your business.
How to Monitor Customer Feedback
How to Understand Feedback from Customers: Ask customers for feedback. It’s a great way of getting an unbiased opinion on your products and services, while also providing them with the opportunity to voice their concerns. You can use surveys, social media monitoring tools or simply ask in person!
Useful Tools: Customer Feedback Toolkit, Google Forms.
8 simple tips:
- Create surveys using Google Forms by asking simple questions like “How satisfied were you with our service?”
- Monitor social media by following popular hashtags like “I love _____” or “Poor customer service from _.”
- Survey your employees. You want to make sure that you’re hearing feedback directly from the people who are dealing with customers on a daily basis–especially if they provide a unique perspective!
- Find out why they didn’t like it by asking open ended questions which require more than one sentence responses–like “What did you not like about our service?” This will help you better understand what areas need improvement so that you don’t make the same mistakes twice!
- Be consistent with survey distribution by keeping them short and sweet; aim for 15 minutes at most. If your customer has to dedicate more than 15 minutes of their time for your survey, they might not be as inclined to respond.
- Create a feedback loop by responding to every customer that leaves you with constructive criticism in order to establish and maintain trust!
- Utilize the Net Promoter Score (NPS) system which has been shown to improve client loyalty rates. NPS is simply an evaluation scale from 0-100 where “promoters” are those who answer higher than 50% on questions about whether or not they would recommend your company’s services/products, and “detractors” are those who answer lower than 50%. This gives you immediate insight into how well customers think about what you do at any given moment.
- Encourage feedback by rewarding your customers with a “detective badge” for filling out surveys and leaving honest reviews.