Post by ruhaimaromana22 on Nov 5, 2024 3:33:06 GMT
The easiest way to understand how satisfied customers are with your service is to ask them. Feedback helps companies improve products and customer service. We have collected common mistakes when collecting feedback, and also prepared tips on how to survey customers more effectively.
Don't give up on collecting feedback
The main mistake companies make is ignoring social media marketing service customers' opinions about their service and the overall quality of services/products. If customers do not actively express negativity and do not write complaints, you can decide that they are satisfied with everything. But you should not wait until customers start expressing dissatisfaction. It is better to identify potential problems that users face in advance and eliminate them.
Based on user feedback and ratings, you can calculate the customer loyalty index (NPS) to understand how ready customers are to recommend you, and the satisfaction index (CSAT) from interactions with the company. These indicators help track both the overall impression of your business and specific communication experiences at different stages, as well as make strategic decisions to improve processes.
Update your feedback collection channels and methods
Companies collecting feedback face the problem of choosing the wrong channel. Usually, it is a phone call or an e-mail survey.
If you conduct a phone survey, it is worth considering that now many people do not answer when unfamiliar numbers call. And an e-mail letter will most likely be ignored or skipped, since only 2-3% of users use this channel to contact the company (LiveTex data).
Use more modern channels of communication with customers: chat on the website or mobile application, messengers and social networks. Chat on the website is one of the most popular channels for contacting the company, accounting for more than 45% of requests, according to LiveTex. According to a Forbes study, the most downloaded messengers in 2022 were Telegram (310 million) and WhatsApp (424 million), and according to Mediascope, 20% of users visit social networks daily.
By the way, communication in social networks and instant messengers will allow you to build more trusting relationships with clients, since they are used for friendly and informal communication.
Conduct your survey on time
When collecting feedback, make sure you do it at the right time. It is best to ask for an assessment of the work in a chat (messengers or social networks) or in a special window (pop-up) immediately after completing an order or consultation. A survey "hot" increases the likelihood that the assessment will be relevant and truthful.
If your field of activity involves communication over the phone, you can also ask the client to assess the quality of service after the dialogue is completed. You can use AI bots for this, but keep in mind that many people do not want to talk on the phone and give feedback to a person or a voice bot. The advantage of this method is that it is faster for a person to tell their impressions over the phone than to write in detail in a survey. Use it together with alternative options.
If you want to conduct a more detailed survey, then it is worth warning the client in advance that you are collecting feedback to improve the quality of service, offering to choose a convenient time and communication channel for the survey. To make clients more willing to fill out the feedback form, offer them nice bonuses or gifts.
The main thing when collecting feedback is not to put pressure on the client or impose yourself.
Simplify the feedback collection process
Make it so that a person does not have to open several windows and enter a lot of data. It is best if the survey opens automatically or in 1 click and is as clear and simple as possible.
Don't give up on collecting feedback
The main mistake companies make is ignoring social media marketing service customers' opinions about their service and the overall quality of services/products. If customers do not actively express negativity and do not write complaints, you can decide that they are satisfied with everything. But you should not wait until customers start expressing dissatisfaction. It is better to identify potential problems that users face in advance and eliminate them.
Based on user feedback and ratings, you can calculate the customer loyalty index (NPS) to understand how ready customers are to recommend you, and the satisfaction index (CSAT) from interactions with the company. These indicators help track both the overall impression of your business and specific communication experiences at different stages, as well as make strategic decisions to improve processes.
Update your feedback collection channels and methods
Companies collecting feedback face the problem of choosing the wrong channel. Usually, it is a phone call or an e-mail survey.
If you conduct a phone survey, it is worth considering that now many people do not answer when unfamiliar numbers call. And an e-mail letter will most likely be ignored or skipped, since only 2-3% of users use this channel to contact the company (LiveTex data).
Use more modern channels of communication with customers: chat on the website or mobile application, messengers and social networks. Chat on the website is one of the most popular channels for contacting the company, accounting for more than 45% of requests, according to LiveTex. According to a Forbes study, the most downloaded messengers in 2022 were Telegram (310 million) and WhatsApp (424 million), and according to Mediascope, 20% of users visit social networks daily.
By the way, communication in social networks and instant messengers will allow you to build more trusting relationships with clients, since they are used for friendly and informal communication.
Conduct your survey on time
When collecting feedback, make sure you do it at the right time. It is best to ask for an assessment of the work in a chat (messengers or social networks) or in a special window (pop-up) immediately after completing an order or consultation. A survey "hot" increases the likelihood that the assessment will be relevant and truthful.
If your field of activity involves communication over the phone, you can also ask the client to assess the quality of service after the dialogue is completed. You can use AI bots for this, but keep in mind that many people do not want to talk on the phone and give feedback to a person or a voice bot. The advantage of this method is that it is faster for a person to tell their impressions over the phone than to write in detail in a survey. Use it together with alternative options.
If you want to conduct a more detailed survey, then it is worth warning the client in advance that you are collecting feedback to improve the quality of service, offering to choose a convenient time and communication channel for the survey. To make clients more willing to fill out the feedback form, offer them nice bonuses or gifts.
The main thing when collecting feedback is not to put pressure on the client or impose yourself.
Simplify the feedback collection process
Make it so that a person does not have to open several windows and enter a lot of data. It is best if the survey opens automatically or in 1 click and is as clear and simple as possible.