Customer feedback is very important for any business, however, there are a myriad of ways that companies go wrong when asking customers for their opinions.
The most important thing when dealing with customer feedback is to follow through and take action towards the questions you’re asking. For instance, if you continue to get low ratings for a particular question on the survey and don’t do anything about it, customers will become very frustrated. Then it will be less likely for them to recommend your company to their friends and more likely for them to take their needs to a competitor.
Another way companies will make a mistake is in their phrasing. Customers are always asking “What do I get out of this?” and it’s your job to tell them that “By filling out this survey, our company can better reach all of your needs and thus, grow as a whole. We take all feedback very seriously and will do our best to have your next experience with us be even better than the previous one.”
The whole reason for asking customers to take a survey is to ensure their satisfaction, increase loyalty, and get more recommendations, so make sure that this survey is something they want to take to not only help the business, but to help themselves in the future when, hopefully, they decide to continue a lasting relationship with your company.
Be sure to contact Mark at Tannen & Associates for all of your Merchant Card Services and POS System needs at (408) 888-9663 or firstname.lastname@example.org.