How to Request Feedback From Customers
The growth of successful small businesses depends on repeat customers, and customers return only when they are very satisfied with the products or services they offer. It goes without saying that your initial focus should be on providing exemplary products or services. If you have a solid foundation, you should focus on the second part of iterative business creation. It’s about tailoring your offerings to suit what your customers want and want.
Each of our existing customers has a wealth of information to help them solve more problems and increase sales, as well as provide ideas on what they can do to attract new businesses. The only way to get this information is to ask the customer directly and get an answer.
Questions to ask customers
There are several types of questions that can be asked to get customers to receive feedback on products, services, customer service and overall business, but the basic questions should include:
- Why did you choose a service provider?
- What service we have done for you
- How would you rate the service you received? (Grade scale provided)
- In what areas have we met your expectations?
- In what areas can you improve?
- Would you recommend us to someone else?
Whenever you ask for customer feedback, you need to ask the right questions to get valuable feedback without asking too many questions and not getting a response. You may also consider offering incentives to complete a survey, such as coupons or other discounts. This is especially true when the response speed is undesirable.
How to ask a question
In addition to hiring an external survey company to conduct a survey on behalf of a customer, or to conduct a formal focus group that is not financially viable for many small business owners, there are several ways to ask customers for feedback. Here are some ideas to get started.
1. Start a conversation
The customer feedback process can be as simple as an email message or a personal phone with a question to a customer. This method is quick and easy, but it has some drawbacks. Using an informal approach to client feedback risks clearing the message and eventually losing it from shuffle. Also, if you’re asking questions interactively, you’re most likely using an open-ended question that prevents any kind of consistency across all customer surveys. Finally, to make it into any kind of format available, you have to do it manually with the collected data.
2. Fill out an online survey
If you have a standard question you would like to ask to many customers, you can take the informal format a step further to create a standardized survey. You can create protected forms with word processing applications, PDF forms, or forms that can be submitted via a website (or a third-party site). This format takes more time to fill out, but you can send one standard survey to every customer.
3. Use hard copy questionnaire
Depending on the type of business, it is best to use a hard copy questionnaire mailed to the customer. Include a stamped envelope with your own address to make it easier for customers to return to the survey. In addition, we have a system for entering data into Excel, other software, so we can collect, review and run reports on the data.
The essence of the customer feedback process is not just collecting data, but actually getting the information that your business can use.