Who’s afraid of customer feedback?

In a world where every decision we now seem to make revolves around reading customer ratings and comments before splashing the cash, it makes perfect sense to encourage positive feedback and minimise anything negative.

The truth is, there are very few brands that put customer feedback at the heart of their business. These brands understand that a good customer experience drives sales, advocacy and repeat purchase.

So...we all know we should do it, but why are so many of us are guilty of not asking for, or acting on customer feedback?

We don’t need feedback

The truth is that many of us are scared that we might find out what we already know. Others say that it’s not an immediate priority. Often as the perception is that there’s too much effort to implement a feedback strategy and even more effort to act upon it.

However, nowadays, setting up a cost-effective survey that’s simple to design; easy to use and quick to complete is within the reach of everyone.

We already use a survey

Then there are those businesses that have something in place, but the reality is, their customer surveys are poorly written and executed. And worse still the valuable insight collected isn’t acted upon.

Handwritten feedback forms rely on someone having time to write them. They also rely on the business being able to read the person’s handwriting and then transcribe their feedback into a form which can be circulated and acted upon.

Web based forms are also all too often poorly designed and as a result the completion rate is often atrocious. People simply give up part way through the survey which in turn has the effect of reflecting poorly on your brand.

What if you could do better?

All your customers have one thing in common. A smart phone.

We encourage you to forget old fashioned email links to online surveys which require you to boot up your desktop or laptop...the answer is to engage your customers with surveys and feedback forms designed to be completed easily and quickly on a smart phone.

1. Make it personable

At the start of any survey we always encourage businesses to make it as personable as possible. From a written introduction from your CEO or even a video, getting customers engaged to show you really do care what they have to say makes a positive impression on them towards your brand.

2. Make it simple to access

We encourage the use of social media links, QR codes and text to ensure your customers are only one click away from taking your survey.

3. Make it easy to use

Once a customer has landed on your survey then the simpler and faster it is to complete the more likely you are to keep your customers interest until the end of the survey.

With mobile technology now available to everyone, we can help you have your mobile-based customer survey up and running in no time.

Why not give us a call today to help you start or review your current customer feedback offering. We offer bespoke solutions that both you and your customers will love.

Two Elephants offers support to businesses and agencies to design, build and manage mobile-friendly employee engagement surveys, loyalty schemes, sales promotion campaigns and corporate communication programmes. Get in touch to find out how we can help you today.