Customer feedback is a crucial aspect of any business. By taking steps to survey your current customers you will gain valuable information about anything from:
- Satisfaction with your current product
i.e. Do they like your packaging?
Is the product functional?
Is it appropriately priced?
Does it satisfy the customer’s original need?
- Satisfaction with your current service
i.e. Do your customers trust you?
Are they loyal to you?
Do they find company reps polite and helpful?
- Effectiveness of your advertising
i.e. Do they remember your skits?
Do your promotions motivate them to purchase your product?
i.e. Do they want to see you offer something in particular to the market?
What do they think of your latest concept?
Would they be willing to participate in product testing?
Why?
Collecting information like this will help you understand your current consumer as well as assist you in coming up with ways to target potential customers. You will be more aware of ways in which to maximize your strengths and minimize your weaknesses. This may be just what you need to give you the competitive edge you’re looking for.
How?
In order to get the most out of your feedback it is vital to reach people in the right way.
As a customer the ‘right way’ is one in which the customer decides:
- If to complete the feedback
- When to complete the feedback
- How to complete the feedback
The last thing you want to do is confront them directly at an inconvenient time when they will be on their guard, and most likely will not receive your advances well. For example: The result of continuously calling their home at dinner time, or sending countless letters adding to their pile of junk mail? Irritated customer (who has now had a negative experience with your company), no feedback obtained & wasted resources.
Instead why not offer your feedback form online? With the majority of the population familiar and comfortable with the internet it is the perfect solution. The customer will decide if they want to complete it. The customer will decide when is the best time for them to complete it. The customer will appreciate you giving them time & space (rather than bombarding them with unwelcome phone calls etc). The customer is more likely to give you more honest, accurate responses if they have decided to complete the form or their own accord.
As a business putting feedback forms online is the ‘right way’ for you too:
i.e. time – no need to wait for responses to sent out hard copies
money – no printing & mailing costs, no cost of telemarketers
data entry – no need to enter any data into your system – it is saved
automatically into the database!
- You will gain more accurate data
- Your customers will feel valued for being asked to contribute their opinions, while at the same time appreciating the considerate manner in which you this by offering the survey online.
What Now?
Click here to see a sample form online.
Contact us by email or complete this enquiry form so we can discuss how to help you today.