Customer Feedback: how often and does it even matter?

Customer Feedback: how often and does it even matter?

In my first poll, I asked the question of how often we should collect customer feedback. The results varied from 1 time per week, 1 time per month and it doesn’t matter.

I believe customer feedback can help you shape your business model. Whether the feedback is good or bad, getting it on a regular basis is important and doing something about it is equally important. Now, we can debate whether is should be monthly or semi-annually or some other combination. The fact is that most organizations don’t even bother acquiring customer feedback which is alarming.

If you believe in customer feedback, here are my 3 Tips to a successful research process:

It should be very easy to access

Most customers will either provide you with a mobile number or an active email. Either way, you need to be able to contact them with a survey, form or poll link. Jitsutech has a great Factfinder Solution that can create many projects while hosting data in Canada.

Make it short and fast

We want to ensure the customer fills out the survey, form or poll quickly. So, it is best to ensure that we are not asking 20(+) questions. This approach will definitely yield low results. I would recommend 3-5 specific questions. In some cases, you may just ask one very important question.

Offer an Incentive

Customer feedback can enhance your products or services. If you can squeeze something out of the corporate budget, then do it. Customers love the ability to earn something for their efforts. Think about offering a valued gift card or a higher end offer such as a trip to Las Vegas.