Are your customers happy? Businesses are working immensely to get an answer to this question. They leave not a single chance to please the customers with better products and services. But that's just one side of the scene. What do the customers who are availing of the services and using the products have to say? What are their feedbacks upon using your product/service?

These are the questions that gave birth to the process called customer feedback generation. Over the years, the process of accumulating customer feedback has changed. What used to be a mere formality in the '70s is now an essential business tool that no one can live without. According to an American Express study, if you can make customers happy by solving their problems, they will 11 more, and the chain will continue.

In this feature, an US customer would tell an average of 15 people about a bad customer service experience. Another research by ThinkJar’s CEO, Esteban Kolsky, found that only 1 out of 26 unhappy customers complain. So, customers are precious, and not catering to their grievances via capturing their customer reviews can cost way more than you could expect.

The diagram above shows the three major types of product review processes as the traditional sources of garnering feedback. Benefits of getting feedback from target customers include-

  • Businesses get all the plus points of advertisement without paying any money at external websites.
  • Improved SEO rankings in Google and other prominent search engines.
  • The ability to highlight and improve products with loopholes from the feedback.

There is a wide variety of tools and methods to capture customer reviews and build better products and services. Here we bring on helpful customer feedback earning tools and methods:

1. Customer Feedback Surveys

SurveyKing, Alchemer, Qualaroo, and Qualtrics are some of the top-rated and free feedback gathering platforms for businesses to use and make their products better. Make the most of these platforms for better product development-

  • Write thoughtful and open-ended questions.
  • Ask questions that help meet
  • the desired goals.
  • Create consistent rating scales.

Businesses can ask various questions to customers. a short slider survey, which helps target specific issues, pop up on the traditional questionnaire surveys, and one-question surveys are only to name a few.

2. Add Feedback Surveys Into Your WiFi Network

If you own a cafe, bar, hotel, or store, provide the customers with a free WiFi connection. Often, customers refrain from sharing feedback because they don't have an uninterrupted internet connection.

Free WiFi is very lucrative for customers; it also presents valuable opportunities to gain feedback from them. Ask your customers to login directly to your feedback sharing page via their mobile devices and simply sharing their experience while being online. Exploiting free customer WiFi to ask for feedback can be a fair value trade for both business and customer.

3. Offer An Incentive

Does your business have an Instagram account? There are tons of influencers and social media personalities available to use and share positive and truthful feedback about your business, product, and services, in turn of incentives. During paid promotion influencers share their insights about companies and service providers. Their followers then go and check the website of the same, multiplying clicks on the website.

This feedback sharing method exposes businesses to untapped customer resource and their opinions. Other incentives for sharing feedback can be a coupon, a free EBook, a checklist or template, a gift, etc.

4. Use Polls

Make your survey poll as short and straightforward as the first image, or as elaborated as the second one, based on your business requirements and target customer base.

As point out, survey polls are effective because they are highly user-friendly. One-click on a tab locks the answer. Businesses can conduct polls on their website, via newsletter, through emails, or by sending mail, SMS, WhatsApp, and pop-up of Polldaddy and SurveyMonkey.

5. Run User Testing

Businesses don’t always have to use a form or survey to get customer feedback. Instead, another very effective and smart tool is available called user testing that those businesses could use to see how their clientele interacts with the site. Usability Hub is a popular choice of businesses, which allow users to take a free 5-second test. Companies can go a step ahead by testing navigation, clicks, and preferences of customers.

Companies ask for feedback, take a deep look at the answers, categorise them, then plan and take actions for enhancing the complete customer experience. This is how feedback works: improving the products to become more accessible than before.   

So how are you going to accumulate customer feedback?

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