Feedback is a crucial part of any business that is committed to growth. It serves as a guide to improving the service and product quality. According to Help Scout, “Customer feedback is the information, insights, issues, and input shared by your community about their experiences with your company, product, or services”.
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Feedback, however, can take different forms. Some feedbacks and reviews can be gathered from the employees of an organisation or the customers that use the product or service involved. Feedback is necessary, as it gives the business insights into the needs of the customers and employees alike.
Although, business people cannot negate the fact the feedback is important, understanding the basics of feedback mechanisms and how to go about it tend to hinder them from leveraging on it. In this article, we will be focused on the various methods of gathering customer feedback. Here are steps to take to create an effective customer feedback mechanism.
Develop a Survey System
This is a good way to properly achieve quality assurance of your company’s products or services. In this process, the customers get to make their inputs as to what your business is rendering. To utilise this method, you will have to draft relatable questions that can help you gauge the response of your customers. You can make use of a variety of survey software such as Google Forms, SmartSurvey and Qualaroo. However, you should bear this in mind; ask questions that can help you make an actionable change and attain your goals.
Create Email Forms
One of the most personalised contacts you can have with your customers is through email. This is an effective means of gathering their feedback on the products or services which they consume. Emails have a way of creating that interaction between a business and the customers. Determine exactly what you would want to achieve with this method and organize email feedback.
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Make it clear that for questions, enquires and concerns, your customers can always reach out to your mails. Also, provide email links to other related email addresses within the organization. Even before your customers get across to you, you should be able to speedily shoot emails – promotional and interactive alike. This is where email marketing comes in. Ask them for their personalised ratings on your product/service and what they will like to see being improved on.
Utilise Social Media
Social media is a wide space that can help you achieve anything. Exploring this space to create an effective customer feedback mechanism will certainly produce results. You can make use of built-in polling tools which are available on such platforms as Instagram (via Instagram Stories). This is added to the fact that you can take advantage of the comments and mentions on your business social media pages. Social media has a way of establishing a natural engagement of your customers with your business, tap into it!
Website Feedback
This method tends to get instant and direct feedback. Have you noticed on some websites where there are pop-ups asking you to rate their services or simply comment on your observations? These businesses make use of the Instant website feedback system. Instead of making use of external survey software like earlier mentioned, you will include forms and chat boxes on your website, where your customers can easily interact with the customer care department and directly express their satisfaction and/or dissatisfaction. With an embeddable on-site widget like Beacon, this process can be a lot easier.
Inasmuch as you feel your business has created the best product or service in town, it is vital that you get to know what the customers you are serving have to say about it. This makes the customer feedback mechanism a must-have for every business. First, set clear goals on what you want to achieve, create these customer support channels, and then utilize the feedback in improving your quality. In the end, every party goes home satisfied.
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