Why gather customer feedback

How do you capture their ideas and issues? Make the feedback box as simple and easy to use as possible to encourage everyone to tell you about even minor annoyances. Then you can address each issue before it grows and you lose the customer. And remember every piece of feedback gets your response.

Respond quickly, even if you don't yet know exactly what they're trying to tell you about. Engage with your audience, send direct messages, and respond to comments to see how people really feel about your company. Fast responses are expected so have resources watching all channels.

This is a good way to track trends and events that can influence your company. Typically, customers are more likely to send feedback after a negative experience than they are to provide positive feedback. You can encourage feedback from every customer by offering incentives in exchange for their input. These incentives can be free shipping, discounts on future purchases, samples, or gift cards. The incentive should be of value to the customer, not an opportunity to cross-sell.

Negate the risk of this looking like a bribe by being sure your tone underlines that this is a genuine effort to improve customer service. Just after a customer has placed an order is the perfect time to get feedback on the customer's shopping experience. Address whether there was any difficulty in navigating the site, finding the desired product, and whether they were happy with the options presented. Ask about improvements to the site and if any difficulties were encountered.

Creating a forum or community on your site or a social network is easy to implement and can generate a lot of feedback. It does require continuous monitoring and a moderator. The moderator's responsibilities include responding to feedback comments, positive and negative; starting and moderating discussions; and posting and updating regularly.

This engagement strengthens your relationships with customers as well as generating feedback and ideas. Install a popup with a small text box asking the customer why they did not proceed to checkout. To make it easier to get a response from the departing customer, you can create a multiple-choice list to share the reason or reasons for cart abandonment.

This should be sent out within 3 to 5 days of order confirmation. You might request feedback on a number of aspects of their user experience with you, including:. Customer feedback helps you, as a Startup, understand why people are doing what they're doing. Collecting feedback on a website helps you engage visitors and discover problems they might be facing while browsing your website. To collect feedback on a website, use website surveys.

They allow you to collect feedback from all users who visit your website. You will easily find out what stops users from buying, how they assess your design or what their crucial characteristics are. Also, you can use live chat to talk to website visitors and collect their feedback during conversations. When it comes to collecting feedback on different channels, sending questionnaires via email is the most popular. But this technique can be used only to collect opinions of customers — you must know their email addresses.

A simple solution: use one-click email surveys to collect more responses. Social listening is another way of collecting customer feedback and its popularity is growing. Many prefer to share their thoughts on social media. Sometimes they share positive news, sometimes pure frustration or anger. Social media monitoring will help you collect feedback from customers and react to their opinions.

Another great way to collect customer feedback is Live chat. The main purpose of live chat software is to help customers but talking to visitors is also a great way of collecting website feedback. Visitors like sharing their thoughts when talking to a live person. Take a look at the most effective methods to collect customer feedback based on your goals.

Collecting feedback is not difficult but there are some principal rules that apply to all feedback channels. Following best practices of collecting feedback will maximize not only the amount of feedback you collect but also its usefulness. Some people make the mistake of jumping into collecting feedback with no clear goal.

They just set tools up and see what they can find out. You should define a goal first. It will lead you to choose the right technique and then the right tool. Example: If you want to find out how people assess your new website, you should probably choose website surveys. But if you want to discover what people are saying about your competitors on social media, you should choose social media monitoring. As mentioned above, the goal of collecting feedback influences the choice of a technique.

Also, take into account your resources. If all members of your team are already working overtime, then you should look for a tool that requires as little effort to set up and handle as possible.

In this is the case and you want to collect feedback on your website, then you should probably choose a website survey tool rather than live chat which requires constant attention and spare capacity. Feedback tools provide you with the most value when you regularly assess results, look for improvements, create new surveys, etc. Depending on the size of your company and the amount of feedback you collect, you might be able to spot trends in a matter of days after launching the survey.

Making analyzing results a part of your weekly routine will help you make the most of collecting feedback. Decided to use live chat? Then try different targeting settings and pre-defined messages. Experimenting will help you improve achieved results and research different issues. Analyzing feedback is also not enough. Draw conclusions and turn them into decisions regarding your offer, marketing communication, or website design.

Then analyze feedback to track how people assess the results of those decisions. This iterative process will provide you with the best results possible.

Remarketing is a popular word in the world of digital marketing. In fact, statistics say that they are 4 times more likely to convert than new users.

But showing the same ads to people who bounced right after entering the website and to those who added products to a cart would be ineffective. For this reason, you build sophisticated remarketing lists in Google Analytics. You create them based on data such as time spent on a website, a number of viewed pages, or certain events. But there is one more piece of information that can be useful and give you a competitive edge: feedback from visitors. An answer to 1 or 2 simple questions might help you move a person to a totally different remarketing list that will address their needs or objections far better.

It will make your Google remarketing campaigns more personalized and thus more effective. They might be comparing your prices and inventory to competitors. Some are even lower in the decision process — looking at different products to decide what products are in their reach and what really interests them.

Also, people might be willing to buy, just not at the moment. Maybe they need to save some money or are looking for Christmas gifts in October. What do shops usually do? They show ads of the products visitors viewed during the last visit and sometimes offer discounts. Will it help convert a person who is comparing your products with the competition? Not really. Imagine this scenario: a person is looking at washing machines in a store with home appliances.

Well, there might be 2 main reasons: the person wants to replace the old washing machine or is renovating the apartment or moving to a new one. You might also consider showing them ads presenting other relevant products or a guide to renovating a flat.

Your ads should highlight low prices or vast choices because those are factors that convince the person to buy. When you know which currently unavailable product a person expects you to offer you can roll out a tailored Google remarketing campaign when you start selling this product. As you can imagine, such a remarketing campaign can be much more effective than usual ones based on page views or events.

Plus, feedback on your inventory can help you adjust the offer to the needs of visitors so the sales will go up. A simple example: a shop selling t-shirts might learn that visitors would love it to offer sweatshirts as well.

Take a look at a case study of Rave Nectar to see how eCommerce companies can use results of such survey to meet the needs of visitors better. As you see, incorporating customer feedback into Google remarketing campaigns can help you better adjust bids and thus decrease CPA.

So here comes a bit more tricky part — how to collect feedback from visitors and turn it into new Google remarketing lists? You can use a tool like Survicate to do this. Target smart widgets to ask the right questions at the right moment. If you want to choose another tool, make sure it has the following features:. The second step is to set up a Google Analytics integration to create custom segments based on collected answers.

Here you can see how setting up Survicate Google Analytics integration and creating segments looks. The third step is to create surveys that will provide you with information useful in Google remarketing campaigns. The three described ideas are a good point to start but you might observe other interesting use cases.

Also, remember that you can create lists based on a combination of collected answers. Example: a person wants to buy just a washing machine but in 3 months from now. Assigning them to a remarketing list combining data from examples 1 and 2 will be much more effective than sending the person to one of the lists.

All you need is just another segment of people who answered in a certain way to several questions. Lucjan Kierczak. Any question you send to your users through emails can be called email surveys. So even if you…. Customer feedback is a powerhouse of ideas that have a lot of potential for your business strategy. By submitting your email you agree to our Privacy Policy.

Table of contents What is Customer Feedback? Why is Customer Feedback Important? In this guide, you will learn: What is Customer Feedback? What is Customer Feedback? Prefer to watch a video instead? Check out this webinar on turning customer conversations into actionable product insights, featuring Mathew Patterson of Help Scout, Jake Bartlett of Atlassian, and Mary Jantsch of Tuff.

Customer feedback is the information, insights, issues, and input shared by your community about their experiences with your company, product, or services. Customer feedback is important because it serves as a guiding resource for the growth of your company.

Within the good and the bad, you can find gems that make it easier to adjust and adapt the customer experience over time. In short, feedback is the way to keep your community at the heart of everything you do. Jot down the answers to these questions and talk about them with your team before getting started:.

Developing a useful customer survey may be more challenging than you think. There are a ton of questions you could ask customers. The good news: you can choose between short slider surveys which help you target specific issues that pop up on your site or longer, traditional surveys. For one-question surveys, you can use a tool like Qualaroo to gauge the response of customers who are already active on your website.

For longer-form surveys, there are a ton of options. Alchemer adapts to everyone from solopreneurs up to larger organizations, and at the enterprise level, Qualtrics yields dynamic, sophisticated insights. If you want customers to follow through on completing a survey, make sure you follow some simple best practices.

Email is one of the easiest ways to gather candid customer feedback. To maximize the likelihood of hearing back from a customer, do these three things:. Consider adding a short sentence to your emails that tells people how soon they can anticipate hearing back from you.

The process also gives employees a clear roadmap to guide future customer interactions. The best way to get a candid response from a customer is to simply ask for one. Since email enables you to send a one-to-one request, you can ask for more personal feedback than in a survey.