How To Make Sure You're Getting Feedback
Tuesday, December 02, 2008
Sometimes getting feedback from you customers is like pulling teeth. But in today's post, we learn some helpful ways to get feedback that improves your business and improves relationships with customers. The trick is to encourage your customers to actually utilize this a feedback option for themselves and for your benefit. Here are five sure-fire ways to encourage customers to give you the feedback you need.
Make the Process Quick
When your customers are asked to provide feedback shouldn't necessarily give them a list of hundreds of questions. What if you were in there shoes? While this might seem helpful to you, if a customer has to spend more than five minutes on a feedback form, chances are high that they will either lie or they simply won't fill it out at all. Try to limit your questions to about five to ten questions with short or multiple choice answers. You can always rotate your questions out when you have enough answers and then find out the answers to new questions that come up.
Make Giving Feedback Easy
Feedback forms which are easy to find and easy to use are the ones that will get used more often. Place your feedback form somewhere along the checkout process when people might be waiting for things to happen - the form will pass the time. Or you might want to create a link in the receipt email that you send to them at the end of a transaction. You might also send out a short email after the transaction is over to see what their feedback might be.
Make Feedback Worthwhile
Some people will want to have something in return for their opinions. If this seems to be the case, you may want to offer a discount on their next order or perhaps create a sort of contest in which one of the names is drawn each day for a prize. If you find that your customers aren't answering your questions, it may just be a matter of giving them something in return for their time - and it doesn't have to be something substantial either.
Make Providing Feedback Fun
Feedback forms that are fun to use are the ones that will get used most often. Simple multiple choice surveys are bright and colorful and you can see the results of others surveys as well, if they are set up in a certain way. Perhaps when they click on a certain answer, they will see a picture or they might get a response for their opinion. Try to create a feedback form that is interactive to help engage them and make the time they spend pass quickly.
Make All Feedback Confidential
Customers are sometimes nervous to give feedback for fear they will be identified with a negative response. Make sure that you are not asking for any identifying information, if possible, to show that you simply want feedback and aren't going to penalize anyone for something that went wrong during a transaction. Of course, this is harder to do when you have a feedback form during the checkout process, so you might want to leave the feedback as a separate transaction.
The value of feedback is immeasurable. It can help you find a new direction for your business or to choose a new product to sell. On the other hand, you might find out about problems that need to be addressed immediately. In any case, make sure that you are reading the answers and responding to them.
Make the Process Quick
When your customers are asked to provide feedback shouldn't necessarily give them a list of hundreds of questions. What if you were in there shoes? While this might seem helpful to you, if a customer has to spend more than five minutes on a feedback form, chances are high that they will either lie or they simply won't fill it out at all. Try to limit your questions to about five to ten questions with short or multiple choice answers. You can always rotate your questions out when you have enough answers and then find out the answers to new questions that come up.
Make Giving Feedback Easy
Feedback forms which are easy to find and easy to use are the ones that will get used more often. Place your feedback form somewhere along the checkout process when people might be waiting for things to happen - the form will pass the time. Or you might want to create a link in the receipt email that you send to them at the end of a transaction. You might also send out a short email after the transaction is over to see what their feedback might be.
Make Feedback Worthwhile
Some people will want to have something in return for their opinions. If this seems to be the case, you may want to offer a discount on their next order or perhaps create a sort of contest in which one of the names is drawn each day for a prize. If you find that your customers aren't answering your questions, it may just be a matter of giving them something in return for their time - and it doesn't have to be something substantial either.
Make Providing Feedback Fun
Feedback forms that are fun to use are the ones that will get used most often. Simple multiple choice surveys are bright and colorful and you can see the results of others surveys as well, if they are set up in a certain way. Perhaps when they click on a certain answer, they will see a picture or they might get a response for their opinion. Try to create a feedback form that is interactive to help engage them and make the time they spend pass quickly.
Make All Feedback Confidential
Customers are sometimes nervous to give feedback for fear they will be identified with a negative response. Make sure that you are not asking for any identifying information, if possible, to show that you simply want feedback and aren't going to penalize anyone for something that went wrong during a transaction. Of course, this is harder to do when you have a feedback form during the checkout process, so you might want to leave the feedback as a separate transaction.
The value of feedback is immeasurable. It can help you find a new direction for your business or to choose a new product to sell. On the other hand, you might find out about problems that need to be addressed immediately. In any case, make sure that you are reading the answers and responding to them.
This post provided by Scott Oliver who offers free video coaching to help you build a profitable home business FAST. Get an hour of "Website Traffic Secrets" and "Minisite Creation Tactics" for FREE -- immediate access here: http://www.InstantWebsiteBusiness.com
Marketing Blog founder and top-selling author Michael Fleischner has been featured on The TODAY Show, ABC World News, and Bloomerg Radio. 
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