In the context of rising customer acquisition costs, what rolls out as the savvy way for small businesses is to focus more on retaining their existing clients. And what better aspect to start with than the business-client relationship. This facet could be a pain point or a competitive advantage, depending on how you nurture it. Most often customers leave because they are not satisfied with the service or product and because no one is listening to what they have to say on that matter.
This scenario can be avoided if you start running for real customer feedback surveys – not just for collecting the answers you want to hear but for gathering insights that could make or break your business. You can set out right away using a feedback template or start from scratch. Whichever option you choose feedback web forms give you the opportunity to improve different aspects of your business.
With harsh competition the mindset “if it’s not broken, don’t try to fix it” won’t do the trick. Even if you start making improvements to your products without your customers’ input, the road could possibly turn misleading. Before shaping up your strategy for product growth, ask your core customers about their experience with it. What features do they like best? What would they like improved?
For this a simple customer satisfaction survey could come as a handy tool to collect the answers and ideas you need. For the sake of relevant feedback, aim to keep the questions unbiased. Make them wise-and-easy: wise to address the right problem, easy to be understandable.
At some point of time we’ve all come across the ever-grumbling customers. They can sometimes be so difficult that you might wanna say – I beg your pardon but I never promised you a rose garden. Instead of yielding to that, make the most out of their criticism.
Transform complaints into valuable data by offering a customer feedback form or a complaint form directly on your website. It’s a good start to show customers that you care and take into consideration their opinions.
Keep time on your side and answer each feedback form as soon as possible. Facts show that customers are willing to pay more and spread the word about a certain business if they’re satisfied with the level of client service.
Once you start gathering feedback you have one more step: offer a purposeful experience in order to get good response rates. First off you need to outline the purpose of the form and offer details on how the feedback will be handled. Also, for a good start, let them know how much time it will take. Keep in mind that the average number of minutes participants are willing to spend on a form is about 5 minutes.
Next, make your questions easy to understand. Keep the wording neutral so as to not influence the final answer. Consider filtering questions based on your customer’s input. This will make the form filling more relevant and also shorten the amount of time spent on it. Don’t forget about form usability. Creating a good flow for your form plays an important role in ensuring satisfying responses. Try to remove any clutter around the form. Your main goal is to have it filled out, so keep away anything that might distract users from that.
Once you’ve worked your way through these steps you are all set to go and publish your feedback web forms on as many channels as possible and start harvesting results.