Listening to customer feedback is one of the most important things you can do to improve your business, and this begins with getting the feedback in the first place.
By tweaking your business based on customer feedback you will find you have a more customer centric and attractive service or product and this will shape the direction of your business and help it grow. It’s always best to get as much feedback as possible and look for trends and common needs in from your customers.
Here’s a list of things you can do today to get more customer feedback and begin shaping your business based on what your customers want.
1. Send out a feedback survey
A feedback survey is a useful tool because you can ask specific questions about your product or customer service, general satisfaction of ways you can improve. Feedback Surveys are often in the form of an online form, and there are plenty of free tools available to create a survey and create informative views of the data.
Tools such as https://surveymonkey.co.uk are intuitive and you can create a survey link that you send to customers via any medium.
Be aware, though, engaged customers who choose to take the survey are most often going to be the customers who want to show you how they love you. Or show you the exact opposite. Either end of the spectrum skews your results.
Keep in mind the possibility of response bias but do use social media to post links to your surveys. You will likely produce a large response and the more platforms you post to, the more responses you’ll get. The outliers will have less impact with higher numbers of responses.
2. Automate feedback from your customers.
The best time to get feedback from your customers is immediately after they use your service. So, a great way to get reliable feedback is to ask for it at the point of payment.
Each electronic invoice sent from Nubilo includes a feedback form so your customers can give your business a star rating and add optional feedback text about your service. Your star ratings are collected and averaged to help other customers view ratings on your busines and you can choose to publish positive feedback on your business page with a simple click.
Find out more about Invoicing from Nubilo https://www.nubilo.co.uk/business-features.php
3. Use Social Media to get reviews and recommendations
Social media is a great way to interact with your local area and many businesses can build a large customer base through recommendations and reviews in local “What’s on” style groups. Engage with your audience, send direct messages, and respond to comments to see how people really feel about your business.
Fast responses are expected so keep an eye on channels but try not to become a slave to responding at ridiculous hours, as this can set unreasonable expectations on your time and your customers will not respect you for it.
Social Media is a good way to track trends and events that can influence your business.
4. Offer a reward in return for feedback.
Customers are most likely to give feedback when they have had a negative experience, and this can negatively skew your feedback results and rating scores. You can improve the amount positive feedback from your customers by offering an incentive. The incentive can be anything from a discount on their next purchase, reduced shipping costs or a FREE gift. Its best not to try and sell them more products or services as their incentive, and make sure you are clear that you want to get fair and reliable feedback to improve your customer service.
An easy way to get consistent feedback from your customers is to use a tool that collects feedback at the point of invoice. Nubilo has easy to use tools that allow customers to provide feedback and rate your business with a simple to use “5 Star” rating system. Send your invoices electronically, and your customers are encouraged to provide quick and reliable feedback. Signing up is easy and it only takes a couple of minutes to start building your business: https://www.nubilo.co.uk/signup/
5. Request feedback at point of order
Ask for feedback at the point of order to understand your customers experience on the ordering process. You can ask such questions as:
- How did you find out about our product or service?
- How easy was it to order?
- Are we using your preferred ordering methods?
- Did you have any problems finding the product?
- Did you have any problems placing the order?
Ask about improvements to the site and if any difficulties were encountered. The more you learn about the ordering process the better your sales funnel can be refined.
6. Request feedback when an order is cancelled.
It’s important to understand why an order was cancelled, but you need to be careful not to harass a customer who has decided not to order your products. Respectfully ask for feedback on the ordering process and what lead to the order being cancelled so you can learn how to improve.
Use a popup with a small text box asking the customer why they did not proceed to order, or if the service was cancelled politely ask them if they will complete a brief survey.
7. Welcome new customers with a quick survey
It’s a good idea to welcome new customers with a couple of welcome emails outlining our business and all the services you offer. That’s a good time to ask them to complete a short survey asking them about their preferences and experience in finding your business and easy of signup.
You could ask:
How they chose to purchase from your site; was it price, availability, shipping, return policy, search results, or something else?
How they found your business; search engine, referral, social media, a comparison site, somebody’s blog post, online advertising, or something else?
Get their feedback on your product/service; quality, price, availability, anything that influenced the purchase decision.
What was the overall user experience? Specifically, ease of site navigation, customer service experience, delivery time, quality of communication, and suggestions for improvement, or areas that were problematic but not fatal to the transaction.
Make it clear that you are seeking information to improve their experience and not trying to cross sell them more products or services.
Accelerate your business
Some of the best customer feedback and mail automation platforms are:
https://sendgrid.com For email automation and workflow for new customer signups
https://www.surveymonkey.co.uk/ For online survey and easy response analytics
https://www.nubilo.co.uk/business-features.php For customer relationship management and new customer generation
I hope you enjoyed this Article. There are loads more like it to come as we follow the development of Nubilo.
Nubilo is a “Home Services Marketplace” where you can manage your home or develop your home services business. Nubilo provides Property Asset Management tools for simplifying the management of your home, and Business Management tools to help small businesses grow.
Check out the Nubilo Blog and Help pages for all the latest information on the evolution of the Nubilo Marketplace: https://www.nubilo.co.uk/blog/
Checkout our Latest Articles for tips and tricks to manage your home better: https://www.nubilo.co.uk/articles/
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