What is the easiest way for customers to leave feedback?
Do customers prefer to leave feedback in person or online? At the art museum where I work, we hand out feedback cards but rarely do people fill them out. Some contact requests are addressed through social media and we follow up asking for feedback, particularly on Facebook. This also has a low response rate. How are others getting customers to give them feedback? Thank you in advance for any suggestions.
People who are satisfied with the place as well as the services they get from the restaurant or lets say in the art museum they visited , they are the one's whom you can ask easily for some feedbacks and suggestions. On the other hand, there are also those who doesn't have time or not interested enough to fill out a survey form. The question here will be, how to persuade them to participate in the survey. Well, my simple answer is that since people are now tech savvy and may feel weary writing a survey form, then maybe innovation is the key here. If your company are capable of releasing a numbers of tablets with a tool or survey apps downloaded on it that can be use as a survey form, then it may help a lot. People will tend to be curious with it since tablets are very easy to use and are suitable for todays generation. So, when you are going to ask for customer's feedback, maybe you can hand out a tablet and interact with them like you are best of friends.
It is also important to have a detailed survey questionnaires but can be understand easily and can be answered in just a span of few minutes.
We solved that problem.. and your RIGHT, getting folks to do something, (even happy customers) can be tough. Everyone is busy and you likely aren't on their radar when YOU need them to be... Simplifying the review and feedback process for customers while mitigating risk of poor reviews being posted online is key. We do it with a system called Reputation Advantage.
Download the Free PDF https://form.jotform.com/pcmatt/Reputation
Setup a TypeForm.com survey
This is the best user experience and very easy for people to interact with
check it out
Also there is SurveyMonkey
These tools will help you capture feedback and organize information a lot better
I agree with some of the comments here that customers usually like to give a feedback only if they have a complaint. This tends to skew the overall feedback a business gets. Feedback at the venue or later online have both proven to be a challenge. I believe if we expect a larger number of customers to feedback we could do one or more of the following 1. Force a feedback like Uber does. But it has to be very simple. 2. Incentivise feedback - win free tickets etc. This trick attracts the raffle minded and not everyone. 3. Make it interesting. The gong at Pizza Hut is a good example. Happy customers ring the gong and feel excited and in turn excites other customers. Those with complaints will ask for the feedback card anyway. At a museum this could be non sound based excitement, maybe some use of lights. Since I don't know what kind of museum you run, difficult to say. Another way is have a photo booth at the end where people can smile with a thumbs up if they like and post on their FB account. 4. Having people nicely ask for feedback in person is always a lot more useful. You will get insights which no form can ever capture and may help address complaints on the spot.
Register your business or claim your business on as many feedback sites as possible. Start With yelp and google places. There are tons of ways to create polls and surveys within your website or though social media, just remember if you are the one that is ruining the business and not outsourcing your marketing and social media less is more so your not overwhelmed.
Since it is a museum casual conversation on the way out or in the various display rooms will give more of an immediate feedback with customers. If taking this route, I would not ask anymore than three questions to any random visitors. Depending on what you are looking for, the questions can change from day to day until your survey is complete.
The easiest way is to provide different mediums and methods. Do a list of all the different ways that customers interact with you today. Then come up with ways that you can expand that interaction to include a feedback loop.
Places that have the highest rate of return are when someone calls support or visits a website and they are prompted in the moment if they would like to provide feedback. However, if you don't interact with customers in these ways there is no point in adding those loops.
Another import part of the feedback, especially on social media, is you must show customers their feedback is valuable and acted upon.
It is usually easier with customers that are extremely satisfied and show much appreciation. I give my customers a card I printed giving them instructions on how to post a five star review on several sites. The easiest is usually Facebook, and it also depends on how internet savvy the client is.
Requesting customers to leave a Google places review can be seen as more authentic than posting testimonials on your website. Maybe offer a prize or discount to those that provide such feedback.
Feedback will depend on the willingness of the customers and it is not easy in achieving one. First of all is to build trust to your customers and the interaction is necessary. Engagement is the key, especially in social media and even in person. Build good relationships to them and then you can ask for their opinion. Don't just only give them feedback cards and reach them through social media only to know their feedback. Try to engage with them in a creative way. Again, there is no easy way of achieving what you want, but making an effort will help you be close to it. I hope this will help you.
As it looks like you're finding out, making it easy doesn't always mean that a customer will actually leave feedback. What I call "natural" feedback is the type that tends to be given when something really does not meet a customer's expectations/is really bad, or it was so amazing that they're inspired to leave feedback.
If you want to coax everyone else to leave some feedback, try incentivising it. For example, do the feedback cards offer the customer anything for their time of filling it out (a small discount, an entry into a contest to win something cool , etc.)? Do you collect emails at all for a mailing list? If so, you could create a survey and send it out and then offer something for their time of filling it out.
You could also use your social media channels and actually prompt your fans/followers. This can work well if you're looking for specific feedback. For instance, you want to know what people thought of a new installation at the museum. Post a photo and literally just ask people if they've seen it, what they thought.
Hope that helps!