The Customer Knows Best: 7 Tips for Collecting Valuable Feedback

Look at the last receipt you received from any major retailer and you’ll see an 800 number where you can provide your feedback. It says, “How are we doing?” or “Let us know what you think!” But how many people actually take the time to go through the motions of making that call? Happy customers in particular rarely do this.

So what is the best way to ask for customer feedback and get a valuable response? Here are some tips to help you answer this question.

1. Ask only the important questions

If you don’t use the information you ask for, you’re wasting time for everyone involved. What are you trying to measure? Ask only the most essential questions to elicit better responses. Sometimes one question is all you need.

2. Start a conversation

Get more out of your feedback than a simple yes or no. Ask open-ended questions to provide your customers an opportunity to be honest. Make sure you have a real person asking for feedback and not just a generic customer-service email.

3. Ask the right questions

Each customer has a difference perspective and experience, so blanket-strategy surveys for compiling feedback won’t always work. Some customers might use your product or service differently. Use those open-ended questions to get to the bottom of a unique customer’s issue.

4. Send a follow-up note

The most underutilized customer-engagement opportunity is a personal follow-up after a customer gives their feedback. This is one of the most powerful ways to bring your customers closer to you and make them feel like a part of your story. If you run a small business, send a personal email to every customer who takes the time to give feedback. If they have ideas about how your company can improve, tell them how valuable and instrumental their feedback is to you.

5. Listen on social media

Social media is especially valuable for gathering candid feedback from customers. If a customer has something to say about a product or service, they’re likely to take it to social media. People talk about their purchase decisions and interact with their favorite brands. Consider subscribing to a social listening tool like Google alerts, Hootsuite or TweetDeck.

6. Offer an incentive

One of the best ways to encourage customers to share their experience is to offer an inentive. For example, many companies offer a discount or the opportunity to win a prize for each customer that responds to a survey or submits their thoughts.

7. Track your feedback

Using a toll free number to gather customer feedback is a great way to measure your results. A toll free number allows you to track how many people responded to your feedback request so you can get a better feel for how your business is doing.

Overall, your customers know best. Start gathering and listening to their feedback to improve your business. And for more information on how to boost your brand, check out customtollfree.com/how-it-works.