Make people complete a survey is harder than ever. On the bright side, people are more intent to tell their opinion but they don’t want to read and answer a survey with double digit pages. They are likely to tell what they think on social media which is great until everything’s all right. If the slightest thing goes wrong, I’m sure you rather want them to tell it directly to you so that you can take the necessary steps in time.
1. Be mobile
Make it mobile even if you’re not selling online. No one likes taking long paper surveys, and everyone has a smartphone now. Take advantage of that and communicate through mobile devices. Providing an opportunity for your customers to tell their experiences using their smartphone or tablet, makes a lot easier for them to give you feedback. Place a QR code and/or a short link anywhere, so everyone can scan or type it with a smartphone or a tablet.
2. Keep it simple and short
If you want to get answers for each of your questions, you will probably not get answers at all. Keep it to the minimum. Have a structure in mind and ask about one thing in one survey, 2-4 questions at a time. Everybody has time for a one page mobile survey, they won’t get confused about different questions, and it will be easy and quick for them to fill the survey. The completion rate will go higher if you ask less, you just need to ask the right questions. Believe me, they will appreciate that you respect their time.
3. Make it instant
Ask people before they leave and get feedback in real-time. Ask them right away, don’t let them get away with a bad experience, anger or disappointment. If they have a chance to tell it right away to you, there is a good chance they will tell it to you first. If they tell it you first and tell it on the spot, hopefully, they won’t tell it through social media and review sites.
4. Show that you care and take action
Asking your customers’ feedback is nice. Even if they don’t fill your questionnaire, they will see you care about them. They will know if there is anything they want to tell you, they can. So make it visible for everyone.
Make sure your customers know that you don’t just ask their feedback because it looks good to ask, but you actually care about their opinion and want to provide the best experience possible.
If people see that you not only ask their opinion but take action based on them, they will recognise it, and it’s going to pay off.
5. Reward your customers
They give you valuable information with their feedback, give something in return. They will appreciate the gesture, they going to love it and by giving them a coupon, a discount, you make them come back and spend more money. Besides they probably will give you a feedback again.
Gaining customer feedback is extremely valuable to your business no matter how big or small you are. People are tending to give feedback more likely, especially if there is an impact of what they say. You just need to use the right tool to ask the questions in the way your audience will most likely to give an answer to. And most importantly, take action based on the information you get from your customers.