How to set up a customer feedback flow that works
If your business is looking to provide users with the products they need, you as a founder need to start utilizing customer feedback efficiently. Customer feedback not only influences your product roadmap, but it also guides and helps make informative decisions. Feedback also helps to measure customer satisfaction and helps you understand how customers view your product and the company. It is for this reason that setting up a customer feedback flow is important. Here are five ways you can do it.
Image : shutterstock
Conduct and collect surveys
Crafting a survey to understand your customers' likes and dislikes is a hard task, as most surveys today are frivolous and miss the point. If you're looking to ask a simple question or conduct a brief poll, you should opt for a short survey. You can make use of tools like Qualaroo for the same. If you are looking at a more full-length survey, opt for SurveyMonkey. Avoid loaded and open-ended questions, this will ensure your customers complete the surveys.
It is a well-known fact that email is one of the most prominent ways to gather candid customer feedback. If you want to solicit productive feedback via email, you need to assure your customers a speedy response and create an organized customer feedback system. When customers sign-up via email to get access to your site, you can inquire about what they are struggling with and what features they'd like to see in your product.
Interviews with customers
If you talk to your customers directly you'll be able to understand their mindset and where they are coming from. This direct outreach won't leave room for any gaps that other forms of feedback tend to create. You can make use of online tools like Skype and Join.me to have one-on-one interviews with customers. Use these interviews to focus on user attitudes and habits to gain maximum from your interaction with your customers.
Social listening is one of the best and easiest ways to gather candid feedback from customers. Direct comments and mentions on social networking sites aren't the only way to know what your customers are saying about your business. You can conduct polls on sites like Facebook and Twitter to glean information. You can utilize social platforms successfully to get customers involved with your page and goals.
Sometimes the best feedback is found when customers are candidly surveying your products on your website. You should turn to analytics to get a peek at insights that showcase how users are interacting with your site. Carefully studying analytics will help you see how people view your site.
Employees can be the eyes and ears of the company:
The employees in your company should have a fierce commitment to gathering, organizing and sharing customer feedback with one another. Doing this will help propel your product and business forward like never before.