如何要求和实际获得客户反馈

It’s no secret that collecting and analyzing customer feedback can be highly valuable for improving your product or service. However, obtaining that feedback can often prove to be a tricky challenge for many businesses. This is because customers are motivated by their own goals and deadlines, so it’s not their responsibility to provide your company with feedback.

Many customers are reluctant to fill out surveys or participate in reviews because of the inconveniences these measures cause. Customers have busy schedules, and many won’t have time to waste pointing out your product or service’s flaws. Others may be skeptical of the questions that you’re asking and don't feel comfortable with providing honest information.

When asking for feedback, you must consider the best way to approach your customers. To help, we’ve compiled an extensive list of ways that you can obtain customer feedback:

1. Send a follow-up email.

The most frequently used method to request客户的反馈意见is email. The email is sent once a service has been provided or when a product was purchased and delivered to a customer.

如果你曾经在网上购物或呆在酒店, you've undoubtedly received a request to rate your experience.

Various providers can assist companies with automating this process, and many of them will ensure that reviews are distributed amongst the most important channels, like Facebook, Google, TripAdvisor, and Yelp.

2.启动短信调查。

不被低估，SMS是请求客户反馈的最强大渠道之一。在消费者总是离手机几英尺远的时代，SMS是与现有客户和潜在潜在客户沟通的好方法。和比电子邮件更高的开放率，当仅知道电话号码时，SMS是使用的强大替代方法。

3.将反馈调查添加到您的WiFi网络中。

Cafes, bars, hotels, and even stores are now choosing to provide free WiFi to attract more customers to their locations. While this is great for the customers, it also presents valuable opportunities to gather feedback.

You can require customers to create a free account to access the WiFi, then use the captured email address to request feedback shortly thereafter. Or, you can simply ask how their experience is while they're online. No matter which option you choose, exploiting free WiFi to ask for feedback can be a fair value trade for both business and customer.

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4. Create paper feedback cards.

Some companies still prefer to do things the old-fashioned way, by using simple, pen and paper feedback questionnaires. While this is undoubtedly the most cost-effective manner to collect reviews, it can also have a lot of hidden costs when it comes to collating and understanding the feedback given.

To extract meaningful actions from feedback, the responses often need to be tabulated in a spreadsheet and then analyzed — requiring both significant time and effort. Factoring the salary of a junior staff member that spends only 10 minutes each day to enter responses, can easily exceed $500 per year.

5. Send surveys via a mobile beacon.

Although beacons haven't taken off like the hype predicted, they're still an interesting technology to use when gathering customer feedback.

如果您有移动应用程序，信标在用户到达已部署的信标附近的用户一旦将通知提供通知。这可能是要求用户在仍然存在时留下有关其店内体验的反馈的好方法。

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6. Review live chat transcripts.

On-sitelive chattools are becoming more frequent forcustomer supportas well as客户服务.

Reviewing transcripts of the chats and categorizing any feedback points into categories can help you identify inefficiencies in your business. Frequently mentioned topics tend to be problem areas for your business that can be improved. This not only helps withcustomer satisfactionbut also reduces the required resources for customer support.

Although qualitative chat transcripts can be cumbersome to review, they tend to be the most direct feedback from customers that you can receive.

7. Conduct customer interviews.

Interviewing customers doesn't need to be exclusive to major retailers or market research companies that have big budgets. Frequent and loyal customers are generally very happy to give feedback if you simply ask them. After all, they're the ones who are most invested in your product or service.

尝试找到一些感兴趣的细分市场，并选择适合这些个人资料的各种客户。为了提高您的成功潜力，请确保真实的人与客户联系，因为这不仅会使他们感觉像VIP（并变得更加忠诚），而且会增加您提供宝贵反馈的机会。

8. Analyze recorded sales calls.

如果您有一个出站销售团队，他们可能每天都有数百个电话。这些日志不仅是培训目的，而且作为产品的反馈都是无价的。尽管他们可能还不是客户，但由于没有既得兴趣，这些潜在客户往往会提供有关您产品的最直接反馈。毕竟，第一印象持续了！

Even if they haven't completed a trial of your product,听他们的反馈on your presentation can help you overcome any hurdles that may be putting off other potential customers.

9. Record website visitor session replays.

想知道人们如何使用您的网站以及为什么他们不转换？然后session replays可能是收集克服这些障碍所需的反馈的方式。

Hotjar和Yandex等提供商与您的网站记录用户互动，因此您可以轻松查看他们正在查看，单击和与之互动的内容。

While this may sound creepy, this type of feedback is invaluable and can help you see your website from your visitor's viewpoint and see issues that you may not otherwise have noticed.

10. Monitor social media channels.

Social mediahas become an inexpensive and efficient way to communicate with your target audience. Customers are already actively participating in communities on Facebook, Twitter, and Instagram, and it doesn’t cost your business anything to join in on their conversations. Respond to comments, send direct messages, and engage with your audience to see how people really feel about your company.

当你的team encounters negative reviews, be sure to respond to them quickly. Active social media users are expecting a fast response, so you have to dedicate a resource to each channel. Closelymonitoring your social buzz是跟踪可能影响您业务的趋势和事件的好方法。

11. Offer incentives for feedback.

进行调查会带来宝贵的时间，从客户的繁忙日程中。值得投资进行调查的一种方法是为他们的完成提供奖励。这使得获得了一种简单但高效的交易方法来获得反馈。

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While money or discounts are great, keep in mind that the reward doesn’t have to be cash, either. You can incentivize customers using free content that’s useful to their workflow. This could be an e-book, an in-house study, or an educational pamphlet that helps them achieve their goals.

12. Host a social media contest.

If there’s one thing customers love, it’s a chance to win something for free.

收集更多反馈的一种好方法是使用您喜欢的频道来推广social media contest. In your post, provide a form to collect customer’s opinions and specify in the rules that completion is an entry to win something awesome.

顾客won’t mind taking a moment to fill out a survey, so long as it’s not too lengthy and otherwise tedious for the prize value. And make sure you set concrete start and end dates so you can analyze fresh data and determine the winner promptly.

13. Adopt Net Promoter Score.

净启动子得分或NPS®是获得和测量客户反馈的最佳方法之一。它使用1-10的比例来确定您的客户是否会向其他客户推荐您的公司。raybet电子竞技0-6的分数被认为是负反应或“批评者”。7-8之间的分数是中性或“被动”。最后，九分和十的数字象征着积极的经历，被称为“促进者”。

The best part of NPS is that it’s efficient for both the customer and the company. The survey uses only one question which makes it easy to record and analyze results. It doesn’t require a lengthy time investment from the customer, and you have a better chance of receiving thoughtful feedback.

14. Include post-purchase feedback.

If you’re running an e-commerce website, it’s important to find out how your customers feel about their user experience. However, sometimes this can be tricky because a survey can distract customers from making a purchase. You don’t want to lose a potential sale because a survey took the lead away from their shopping cart.

You can avoid this by displaying your feedback options after a purchase is made. Once the sale is finalized, the customer will be less distracted and will be more interested in providing feedback. This especially comes in handy with transactions that involve higher amounts of emotional investment, like buying a large appliance.

15. Delay asking for feedback.

While getting immediate feedback is great, it’s more useful when the feedback is thoughtful and accurate. Sometimes it takes time for the customer to develop a complete perspective on their buying experience. If you ask for feedback immediately, you’re only getting their initial feelings and not how the product or service impacted them over time.

如果你注意到客户的反馈似乎inaccurate, try waiting a week or two before surveying your customers. You may find that the roadblocks challenging them are long-term problems that occur over the continued use of your product or service.

16.使用反馈监视站点。

Instead of directly asking for feedback, you can monitor what people are posting about your company using third-party sites and apps. For example, tools like Google Alerts and Yext can notify you whenever a review is posted about your company on any website. This can help you discover feedback that may be posted in online communities that your customer service team isn’t unaware of. With new internet communities popping up every day, it’s important to have a radar that can monitor your company’s online buzz.

17. Set up a survey kiosk.

If your company is hosting or attending an event, that's an excellent opportunity to ask customers for feedback. One way to start this conversation is to set up a survey kiosk like the ones in the image below.

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调查亭比走进客户并要求他们填写表格的侵入性不大。取而代之的是，客户可以简单地接近售货亭，在平板电脑上填写调查，然后继续前进而无需与服务代表互动。这为客户提供了隐私，以提供坦率的反馈，而不会受到您的一位员工的压力，他们可能热切地等待他们的回应。

18. Use heatmaps on your website.

Customer feedback doesn’t necessarily have to be explicit. Your customers’ activity on your website can give you valuable information with the aid of aheatmap.

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For a more hands-off approach, collect data from where your customer’s mouse “clicks” most on your website. This allows you to make informed decisions on your website UX and optimization — comparing and contrasting your most clicked sections to parts that are overlooked.

Customer Feedback Grows into Customer Satisfaction

It's clear that customer satisfaction is no longer just the responsibility of customer service teams, but a fundamental element to all departments that have interaction with customers. If you aren't already exploring ways to gather customer feedback at your company it's time to do so.

您不仅会为您的业务创造更多的客户，而且它们会更加忠于您的品牌，这对于营销人员来说，这意味着我们可以推动更大的预算来尝试新的和激动人心的广告系列。