Businesses gather and utilize customer feedback in their business strategy to ensure the products and services they produce meet customer needs. Here are three ways to gather client feedback from your website visitors.
Email is an immensely valuable method of securing honest feedback from customers. However, many organizations neglect to consider the customer experience when designing email channels. There are three things you should take into consideration when communicating with customers via email:
1. Ensure you respond to customers in a speedy fashion: A recent study found that 81% of customers would be more likely to leave feedback, if they thought they would get a rapid response.
2. Develop an organized system by which customer feedback is handled. Keep track of what feedback you have received from whom and use this information to guide future customer interactions.
3. Follow up on all correspondence in an honest and open manner.
Surveys are very challenging to develop; however, they can provide extremely useful insights. Test long and short surveys to find out which are the most effective in providing with the feedback you need. Tools like Qualaroo are great for short surveys, while Survey Monkey is ideal for longer questionnaires.
Customer interviews provide direct feedback from your customers and allow you to develop a more personal relationship with them. When planning the interview process, it can be useful to focus on user attitudes toward the problems they typically encounter and employ a critical incident method to encourage customers to recall specific problems.