.At this point, when customers are most engaged, the best thing to do is ask them to leave a review and or ask them to rate you on a scale from 1 to 10. To increase engagement, you might highlight a specific aspect of their experience with you or mention something they were particularly satisfied with.
Ways to Gather Customer Feedback
Ready to gather customer feedback and create a more positive customer experience? Here are a few ways to get started.
Net Promoter Score
One of the simplest ways to gather customer feedback is to measure your net promoter score (NPS). Your net promoter score is a market metric that usually takes the form of a single question asking customers to rate the likelihood that they would recommend your business or service to a friend..
To solve this problem, we recommend encouraging customers to give you feedback on a specific aspect of your business when you ask for a review. If you’re a car dealership, you might ask about the cleanliness of the showroom or the length of the car-buying process. If you’re a home services business, you might ask about the friendliness or knowledge of your staff.
Oftentimes, the reason why your customers leave shorter feedback is that they don’t know what to write about. By asking for specific feedback, you will help your customer focus their thoughts and the result will likely be a review that’s more valuable to your business and future customers.
- Use automations.
As a small business, you don’t have the time or resources to be hands-on with every aspect of the customer journey. You might not have a support team or multiple customer success teams to focus solely on customer communication. And because timing is so crucial to getting helpful customer feedback, finding the right tools can be key.
A great way to hit customers with feedback collection at the right time is by using automation tools. Software solutions like Podium sync with point-of-sale systems to automatically ask for feedback when it’s most likely to be collected. You can even choose what percentage of your customers receive feedback requests versus review invites. By using tools that allow you to automate the feedback collecting process, you can get real-time feedback that lets you know how satisfied your customers are.
- Gather customer feedback from everyone.
It might seem like a good idea to only ask your happiest customers to review your business. We don’t recommend doing this. This method will ensure that you are always putting your best foot forward with potential customers, sure, but it also could create a false narrative about your business. If your actual customer experience doesn’t line up with the expectations created by reviews, you could have a lot of unhappy customers on your hands.
What we recommend is asking all of your customers to leave you feedback. This is the best way to ensure that your online presence is representative of the real-life experiences customers can expect to have with you. Don’t be afraid of getting a negative review every now and then. No business is perfect. Having bad reviews mixed in with your good reviews will give your online presence authenticity and it will help you know where there is room to improve.
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