Your customers have something to say.
According to Qualtrics, 62% of consumers think businesses need to care more about them. At the same time, 60% also reported they would buy more if businesses treated them better.
But how do you figure out what your customers really want? And how do you ensure your customers truly feel as though you’re taking care of them?
Customer feedback surveys can help you meet both goals. Not only do surveys collect the insights you need to improve customers’ experiences, sending them shows you care about their opinions. Before you send them, though, remember that following customer feedback survey best practices can make all the difference in your results. Check out this list to make sure the questions you’re asking will deliver the most valuable data.
Demographics or firmagraphics paint a picture of your ideal customer or prospect, so one of the best customer feedback survey best practices is staying on top of this important information. The questions you ask will differ based on whether you sell to consumers (B2C) or other businesses (B2B).
Customer satisfaction is essential for business growth, helping your company spread the positive word of mouth that leads to more revenue. The more specific you can be with your questions, the better data you’ll get for your marketing campaigns.
Your customers are a terrific source for product or service expansion ideas.
Most customer feedback surveys simply ask for satisfaction ratings. Few dig deeper to uncover what may be driving your customers away.
Striking while the iron is hot is another one of the most valuable customer feedback survey best practices. People considering buying your product or service will have opinions — opinions you can use to fine-tune your business offering.
Your customer survey is also a great opportunity to find happy customers who are willing to help you in other ways and grow your advocacy program.
One final tip: The end of the year is prime time to run customer surveys. To make sure you stand out from the crowd — and achieve higher response rates — consider offering digital rewards that incentivize your customers to complete your survey.
Looking for more customer feedback survey best practices? Get tips from our own BHN Rewards team on how to use surveys and rewards to learn more about your customers.