How do I incentivize customers to provide feedback?
I am in the early stages and would like to get customer feedback. I am not sure what is the best method to use to get the most valuable feedback, survey, interviews or something else? And how do I incentivize people to take the time to provide feedback?
I do surveys for a client of mine who's a business coach. We use Survey Monkey. If your tech savvy, it's pretty easy to use. I would recommend that you pull at their heart strings, and tell them how valuable their feedback is and how much you appreciate their business. Pick the top 5 questions you want to know. You want your survey to be short, sweet and to the point (so to speak). Not too wordy. Have a comment section after each question, in case they are willing to provide a comment, but don't make it required. In the beginning, make sure you let them know the survey is only 5 questions and very quick to complete. Just a few thoughts for you to keep in mind. Good luck!
I send my customers an email with the link to give reviews. Such as Yelp, Angie's List, Google. They may not all oblige, but it seems the most effortless way to try.
I also have a link for the review sites on my website.
Do you have any data that would help to define what influences your customer behavior? Buyer behaviors provide interesting information that can be applied to understanding why they are your customer. Is there enough data to show trends and spikes and can you relate the spikes to events such as: economic, weather, time of year (holiday and/or birthdays), and etc.
For customer feedback, I always had success with a survey and a $2.00 Thomas Jefferson Bill attached......It is unique, different and most will answer because of the uniqueness.....
Surveys in my opinion are the best way to go as you can target a larger audience in one time, as opposed to interviewing each client one by one. (Ignore that if you only had one client last year, because then you should just pick up the phone and call).
Survey Monkey and other services start at free. (however the free options usually will advertise their own service to your clients at the end. ) Paid options usually don't.
In order to get the most valuable feedback (useful to improving certain specific areas of your business), you need to setup the questions properly in order to get the detailed answers that you need. The basic "What do you think of our service" type questions, or the standard "rate our service" 1 to 5 stars, will not help you improve. A client will either say that your service is great, ho hum, or it suck's, and the larger your audience, the broader the responses.
Therefore you'll need to dig down into the details of your clients transactions with you in order to get specif answers. "How did you hear about us, what did you think of our pitch, did you have any issues when purchasing, did our Escort arrive on time," these type of questions may give you more insight.
Regarding incentivizing, you could just send out a survey and measure the results. Some people just like to help and will do a longer survey for free. Having said that, If your clients value their time and their 10 / 30 minutes is worth $100+ and they are not in the mood to fill out a survey for free, then you will need to do either a draw for $x gift card or other... Or perhaps a discount to all on their next purchase.
you can do it through a survey or ask them directly and if they ask why should i help you say that you want to make the product better
Ask and you shall receive. Dry questions get dry answers. Open questions get too varied an answer and often makes you focus on the most extreme. Talk to people, and after getting their permission first make your first question, "Would you be comfortable giving me bad news if it's really how you feel?" Remember that customer feedback is like the old Diving scoring, you throw out the high and throw out the low and recognize the truth is usually in the middle.
You do NOT have to provide an incentive. Just have a conversation. People are glad to share their advice as long as you don't try to sell them anything. The key is to truly listen to what they're sharing.
Qhat I do when I do a job for people is I send them a survey a few days later asking them of there satisfaction andnif they would consider using my services again and there likelihood of recommendation to others.
My suggestion would be to train all of your employees on this idea and offer them a bonus for getting there own feedback, add me to your facebook or skype and we can discuss this further and more in depth, I do not want to get car pull tunnel as there are some many ways to achieve this.