Collecting feedback which is genuine can often be a problem for many companies! Complimentary or vague reviews don’t bring you many opportunities to learn or improve. This is why genuine feedback is so valuable. Continue reading our blog post to find out how to collect more truthful customer feedback:
1.Ask the right questions
Anybody who has ever created a survey knows that asking the right questions is crucial! Sometimes it can be easy to manipulate the questions so that you get only positive answers. However, this won’t bring you much! Ask your customers what their experience was, not how well you performed. Thus, you allow your customer to share their feelings about your services or products in their own words. Asking the right questions will bring you the most constructive feedback which will allow you to grow.
2. Be proactive
Waiting for customers to leave you reviews out of the kindness of their hearts is not the best way to collect feedback. Be proactive and ask for feedback at every opportunity you get. Ask in-store and after delivery, after contacting your customer service or unsubscribing from your newsletter. However, don’t just send surveys just for the sake of it. As mentioned in point 1, you need to ask insightful questions to get genuine feedback.
3. Get to know your customer
Sometimes businesses make the mistake of treating all their customers the same way. However, getting to know your customer and sending them personalized surveys can be of great benefit for getting more genuine feedback. In fact, 73% of consumers prefer to do business with a company which uses their personal information to make their shopping experience more relevant. By personalizing your customers’ experience, you build a relationship with them and turn them into loyal customers.
4. Don’t waste your customers’ time
Again here we are going to talk about asking the right questions. Don’t fall into the trap of sending the same weekly/ monthly/ etc. survey template with generic questions and no clear purpose. You customers can sense when you actually care about what they have to say and when you are just wasting their time. Design your survey in a way that is concise and clear. Try filling it yourself and see if it makes sense and if the questions will actually bring you truthful, helpful answers. Often less is more!
Finally, if you are at a loss how to improve your customer reviews, check our article “4 ways to Completely Revamp Your Customer Reviews”!
And don’t forget: the most crucial point is to collect honest feedback from genuine customers! Be prepared to listen and act on what your customers are telling you – even if it means sometimes hearing unpleasant truths.