Managing your customer feedback is one of the best things you can do for your business’ reputation. However, it is easy to fall into some pitfalls and the 3 biggest mistakes you can make with your customers’ feedback and how to avoid them are further detailed below.
Sending Too Many Online Surveys
Survey fatigue is a real phenomenon! Sending too many surveys too often is one of the most common mistakes which businesses make, especially in the beginning when they are just discovering feedback surveys.
Just think about how much junk mail and spam you receive every day. If you send too many surveys to your customers, then those messages can easily start feeling like yet another annoying, generic email your customer receives on a daily basis. The solution to this would be to create meaningful, to-the-point surveys and to have a clear idea what information you are trying to get from your customers and not to repeat the same questions over and over again. Send those surveys with reasonably long intervals and your customers will appreciate this more than you can ever expect!
Surveys are Time-consuming and Too Difficult to Follow
It is no surprise that the longer the surveys get, the higher the dropout rate is. Always have that in mind in order to have high participation rates! Create simple and not too time-consuming surveys with a clear goal. Think about the format too: open-end questions take longer to respond, so too many of those and your customer might easily quit and go back to Facebook or Youtube. Give your customers the option to skip questions if they don’t apply to them or if they don’t have an opinion on the matter. Moreover, asking your customers questions which are too private or feel intrusive can truly backfire.
Finally, it helps to tell your customers in the beginning of the survey how long it will approximately last and to display a status bar, so that your customer knows how much there is left of the survey. Follow these easy tips and watch your participation rate grow.
Not Sending an Appreciation for Customers’ Feedback
Showing your appreciation is crucial when dealing with customers’ feedback. Nobody likes wasting their time and not feeling valued for all their effort. Sometimes a simple “thank you” can do the trick, other times offering a little gift or an incentive would be greatly appreciated by your customer. So always have that in mind and make your customer feel valued and heard.
Even though those are the 3 biggest mistakes you can make when managing your customers’ feedback, the biggest mistake is not to manage it at all! Read through our other articles in our blog to gain even more insights into the world of customer feedback!