Best 4 Ways to Get the Best Insights from your Customers
No company can sustain itself without loyal customers because it’s the customers that drive the business forward. It’s undeniable that customer feedback is one of the most valuable insights for a business. Insights can lead to improved strategies designed to retain customers, allowing them to have access to a platform to voice their opinions.
Sadly, a majority of unhappy customers go unheard by businesses. 96% of unhappy customers will not vocalize their complaints, but then 91% of them will simply leave and never return.
When customers are unhappy, they may bot speak to the business, but they will definitely spread the word. An unhappy customer will tell 9–15 people about it, and approximately 13% of unhappy customers will tell more than 20 people about their problem.
Create surveys to show your customers that you care about how they feel and their input. You can improve your services so customers will be happy to return and may also share their positive experiences with their friends. So how can you ensure collecting valuable feedback for happy customers? Here are 4 ways to help you:
1 — Hassle-free access to the survey for increased response rates
Customers are unwilling to take surveys that they need to go out of their way for, such as paper surveys or external email links. They especially will not want to venture out to look for ways to provide feedback as this can feel like unnecessary work.
So, you want to provide survey opportunities to customers without additional troubles for them. Our chatbot can be added to your wifi redirect page, so when a customer accesses your free wifi, they will see survey questions displayed in our chatbot right away.
2 — Use empathetic language options instead of having customers choose a numerical value
While using numerical values in a survey simplifies the data analysis for you, it complicates the process for the customer. They may be confused as to what distinguishes a “3” experience from a “4” experience as these gauges are subjective to feelings. Instead, use language that a customer can more accurately describe their sentiments towards their experience at your business. It’s much easier for them to relate to “I enjoyed my visit here” than a “5”. If a customer has trouble expressing themselves, they are less likely to fill out the survey.
3 — Tailor questions towards the exact information you want from your customers
General questions on a survey don’t do good for anybody. A generic survey won’t allow you to extract information about specific aspects about your business to improve. The customer may also feel like like their specific opinion is not valued enough to be asked. So, you want to ask targeted questions. Get answers specific to various parts of your business that are currently lacking insight, or maybe you are unsure about how to improve. And ask a followup based on the customer’s response while you still have their attention.
4 — Make it easy to answer
Just like how customers will not go out of their way to look for a survey, they will also not want to take extra steps to answer questions. The less thinking the customer has to do, the more willing they would be to complete the survey.
- Incorporating the survey into a chat interface that is already opened (after connecting to wifi) makes completing the survey a less tedious process for the customer.
- Make taking the survey an enjoyable and interactive experience. Receiving survey questions in a chat makes the customer feel like they are having a conversation with a friend, rather than going down a list of questions to fill out.
- Keep the process simple by using multiple choice questions rather than getting the customer to fill out long open ended questions.
So…
Every customer that visits your business is another chance for you to discover insight to improve. However, you must make sure that they feel like their opinion is valued and that it does not require unnecessary procedures for their voice to be heard. With ChatConnect, your customers will be given instantaneous access to a tailored survey that is interactive and simple to use. There is no time like now to start capturing valuable insight about your customers’ experiences!
Bespoke develops an AI-powered solution for real time engagement and measurement, ChatConnect.
Contact: info@be-spoke.io
