The success of your business depends on customer feedback. Without it, you're flying blind and guessing what your customers want and need. That's why it's essential to use different customer feedback methods .
The four most important methods for collecting customer feedback that we are going to look at are:
Feedback surveys
Email contact forms
Comment widgets on the web and app
Live Chat
In this post, we will discuss their pros and cons. Moreover, you should kuwait phone number list also know how to effectively implement these methods in your business. Therefore, I will also share some tips and tricks to do so.
So, without further ado, let's get started.
Customer Feedback Methods – The 4 Most Important
According to Harvard Business School professor Clay Christensen , more than 30,000 new products are launched each year, and only 5% are successful.
Furthermore, Jim Clifton, CEO and President of Gallup says in his book The Coming Wars that:
“Innovation has no value until it generates something the customer wants.”
It is clear that without knowing what customers think and feel, it is very difficult to create a successful product or service.
Therefore, customer feedback is essential for the success of any business.
It's easy to get overwhelmed with the various ways to get customer feedback. That's why I've listed the four most important methods below.
By the end of this section, you will know everything about:
Feedback surveys
Email contact forms
Feedback widgets on the web and in the app
Live Chat
Now that you know why customer feedback is important, let’s get started with feedback surveys.
1. Feedback surveys
different types of feedback surveys
The first method for collecting customer feedback is the survey . Opinion surveys are an essential tool for improving customer service.
As?
They help you understand customer opinion, what they like and dislike about your product, and how likely they are to recommend it to others.
Additionally, feedback surveys help you identify customer pain points so you can address them and improve the customer experience.
You can and should adapt them to your specific needs .
The following are concrete examples of feedback surveys that you can use.
You can create customer feedback surveys that tell you how happy your customers are with your product or service ( CSAT ).
csat as survey method
Or you can create a Net Promoter Score (NPS ). This customer survey helps you understand how likely your customers are to recommend you.
nps as a different feedback method
You can also create a Customer Effort Score (CES) survey to find out how easy it is for your customers to interact with your business.
CES as method for customer feedback
There are many other types of surveys you can use to collect feedback, but these are three of the most common.
Pros and cons of using feedback surveys
pros and cons of feedback surveys
Pros
You get detailed feedback: You can ask for feedback using a variety of questions to get detailed information from your customers.
You segment your respondents: You can segment respondents by age, gender, location, etc.
You get feedback from a large group: You can send surveys to a large number of people and get feedback from them.
Cons
You spend a lot of time: It can be time-consuming to create and send surveys. Poorly designed surveys also consume respondents' time.
Expensive: You may have to pay for a survey tool or service.
2. Email contact forms
