Every time your customers interact with your company you can collect their feedback and take advantage of it. Customer feedback is a valuable source which will help you improve not only customer experience but also your products or services. Your users definitely know what they want and they will be glad to share their ideas with you. However, it is important to ask them properly to avoid confusion and misleading questions. Keep reading to find out 6 tips on asking your customers for feedback.
1. Set the right goals
Create your plan of success and put your goals in focus – this is the best way to start collecting reviews. Whenever you start asking your customers for feedback, start with the end in mind and develop a clear plan of what you want to achieve. If your ladder is not leaning against the right wall, you will find yourself in the wrong place and will not reach your goal. However, if you start with the right plan and clear understanding, you will take advantage of every feedback provided by your customers. Ask yourself these questions before you start:
- How customer feedback will help my businesses?
- What I can do with customer feedback?
- Why my customers will want to leave their feedback?
2. Avoid closed-ended questions
With a clear plan at your fingertips, you are ready to start asking your customers for feedback. However, in your questionnaire you need to avoid dead-end questions. When a customer can answer yes or no, you will not get the real opinion.
Even if you want to ask your customers a simple question, you can do this by using “who,” “what,” “why,” “when,” “where” and “how.” For example instead of asking “Would you recommend our service?” you can ask “What is the main reason you recommend our service?”.
3. Avoid hypothetical questions
Your customers cannot guarantee whether they will use your products or services in future. Moreover, they cannot make any predictions and their answers to your “What if” questions may result wrong decisions from your side. It will not really benefit you if you ask your customers to speculate.
4. Ensure your customers feel comfortable
When preparing your survey, remember, that your customers may not want to share personal information or there can be questions which will make them feel confused or embarrassed. In addition, they may feel humble to suggest they might have something worth contribution. However, by making users comfortable with what they are trying to say, you will collect valuable suggestions and recommendations.
5. Provide meaningful timeframes
When it comes to using your product or service you will definitely want to get a better idea about users’ behaviors. However, if you ask simple questions, your customers will answer yes or no and the information will not be valuable enough to understand customers’ habits. On the other side, if you phrase your question around meaningful period of time, you will gain a better insight into your customers’ behavior.
For example if you ask “Do your customers often use live chat to contact you”? Simple yes or no will not give you the needed information. However, by asking “How many chats do you get approximately per week?” you will get more valuable data which will help you create better customer approach strategy.
6. Never put independent questions together
If you want to ask about different features, do this in separate questions. By coupling independent questions you are doing yourself a disservice. Even if the features you would like to ask about are closely associated, your customers may answer in a different way if you ask those questions separately. Short and simple questions in a survey will give you more insight into statistics and responses you collect.
Olga is a customer service expert and owner at Supportyourcustomer.com. She is writer and blogger on customer service and customer experience excellence.