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Your business won’t survive without customers. So it’s important to know what they think of it. If they’re happy with what your firm does, they will stick with it. But if they aren’t, you risk losing them to competitors.

To get the feedback you need from your clients, you can use any or all of these means:

Speak With Your Customer Face-to-Face

This is still a good means to get a feel of what your customers think about your products or the services you offer- if you can reach them. It’s hard to think of a better way to foster relationships with customers. Find out from them how your services have helped to meet their need, and how they think it could work better for them. Sometimes, the more critical responses may prove to be really valuable.

Monitor Social Media Sentiments

It isn’t very difficult to get an accurate picture of what people think about your business beyond the limited sphere covered by you or your employees or co-workers. Thanks to social media monitoring tools like Icerocket and Social Mention, you can keep tabs on the views and sentiments being expressed about your company in real-time.

Using Survey Tools and Polls

Opinion polls can provide a lot of information about what customers would like to see in a product. With survey tools like Survey Monkey, you can collect responses to general and particular aspects of your business from customers scattered across the social media space. But make sure your survey questions are not ambiguous. Keeping it limited to a few vital questions will help get more responses. And, the more responses you collect, the better- a scoop of public opinion tends to be more reflective of the view of the entire population with greater sample sizes.

Reviews on (Other) Websites

Reviews done on websites could be read by a large number of people, including those who are trying to find out whether your product is for them. Also, comments which these reviews elicit (especially in the reviewing site’s comment box) could give you some understanding of the kind of reception for your product exists out there. Usually, these reviews would highlight what the reviewer sees as defects in the product or service offered by your firm; and if they are fair, they will also include the good things they observe about them too. It is important that you sift through the critique to find the things that could help give your business a boost.

Feedback Forms

You can also send feedback cards or forms along with the goods you deliver to your customers. Questions on these forms should be simple and straightforward, so you don’t end up wearing customers out with additional ‘tasks’ apart from collecting their ordered-for items.

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This article was first published on 16th August 2016

ikenna-nwachukwu

Ikenna Nwachukwu holds a bachelor's degree in Economics from the University of Nigeria, Nsukka. He loves to look at the world through multiple lenses- economic, political, religious and philosophical- and to write about what he observes in a witty, yet reflective style.

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