Customer feedback – turn your customers into brand ambassadors
Why is Customer Feedback important?
If you don’t appreciate your customers, someone else will!
A customer talking about their experience with you is worth ten times that which you write or say about yourself. Customer feedback acts as a mirror to show you the truth. It gives you a chance to continuously improve, innovate new solutions and expand your horizon.
At the same time, It builds customer loyalty since they feel valued when you hear them and implement their feedback and suggestions. Rightly said, “People will forget what you said. They will forget what you did. But they will never forget how you made them feel.”
How to obtain customer feedback?
When you ask the right questions to your customers, they become part of the solution.
This article revolves around conducting customer feedback surveys. From understanding the depth of what surveys are to what questions you can ask from customers in the surveys.
You can also download a customer feedback survey template that our Growth & Transformation experts have created, this template will help you take valuable feedback from your customers.
What is it?
Before diving into the types of surveys available out there, let’s understand what a customer feedback survey means.
Surveys are a tool that is used worldwide, by all successful companies. Surveys help us measure customer attitudes, purchase preferences for products and services, sentiments, etc.
A survey is an extremely important tool to set your quality improvement, marketing, and growth strategies.
Surveys have also proved to be the best way to understand customer analytics and predictive analysis. Some more advantages are listed below:
Low cost Easy to implement A good way to learn about customers Their preferences Their sentiments Their references for growth
Type of questions for customer feedback surveys?
The following are the common types of questions, our experts at Shoonyas suggest that you look at all of the types below and choose the one that might reflect the customer’s feedback to your benefit.
Itemized
Very satisfied, satisfied, neither satisfied nor dissatisfied, quite dissatisfied, very dissatisfied
Comparative Compared to XYZ company, our service is very superior, neither superior nor inferior, very inferior Ranking Rank out of 1-10 Paired comparison Which of the following do you prefer- Products and type of products Likert scale – The most commonly used Definitely agree, slightly agree, neither agree nor disagree, slightly disagree, highly disagree
Segregate the questions and ask yourself if the question is worth asking and if so, how are they going to help you?
Things to keep in mind while doing it. You have to keep in mind some factors before you conduct a customer feedback survey.
Survey fatigues – This happens when your survey is too long, your customer might feel fatigued by the end of it. Number of the question – Select the right number of question Type of questions – Select the relevant question, you think will benefit your organization Validity and reliability – Ensure the survey is sent to the right customers and conducted in the right frame of time.
Our experts in the field of Growth & Transformation at Shoonyas, have come up with a Client feedback survey template that has been proved extremely beneficial to many organizations. Our testimonies are living proof of the same.