Collecting customer feedback is a relatively straightforward process but knowing how to do it correctly and efficiently is another matter altogether. Regardless of what this feedback is intended to capture, there are several common mistakes that people can make when creating surveys if they’re not careful.
Delivering a quality customer experience doesn’t have to be overly complicated. And, in fact, automation at specific touchpoints can go a long way in delivering a superior customer experience and reinforcing your brand values. Here are four examples of automated replies to customer feedback you can use to enhance the customer experience.
SMS messages, or more commonly known as text messages, are an effective way to take your customer support to a whole new level. Texts have a 99% open rate, with 95% read within the first 3 minutes from being sent. What’s more, 89% of consumers would like to communicate with businesses via messaging, but, unfortunately, only 48% of companies support this sort of connection. Messaging also ranks as the number one preferred customer service channel in the United States and among the top three in the rest of the world.
In this, evermore, digital world, customer feedback usually boils down to email surveys and pop-up survey windows. Then, there are the all too familiar people with a clipboard and pencil in hand, approaching passersby customers on the street. In more recent years, however, a new and somewhat different form of surveying has come on to the scene and one that stands a good chance of becoming the favorite – feedback kiosks.
In the words of Bill Gates, “Your most unhappy customers are your greatest source of learning.” Likewise, it was one of the most influential leadership experts in the world, Ken Blanchard, who once said that “Feedback is the breakfast of champions.” Knowing how to gather and use customer feedback is what can eventually turn a small business into a multinational corporation, and there are statistics to prove it.
When working in any service industry, customer feedback plays an important role. It provides you with useful information on how to improve your services, how to introduce changes to your offerings and operations, as well as the satisfaction level of your end-customers. Here are some of the best ways to gather customer feedback based on our experience as a leader in real-time feedback solutions.