Feedback is invaluable for improving customer focus. But to gather valuable insights, you need to achieve the highest possible response rate. Here are five practical tips to increase engagement with your feedback requests.
- Ask Short and Targeted Questions Avoid long questionnaires. Focus on a maximum of four targeted questions. Strategic questioning allows you to gather in-depth information with minimal effort from the customer. This increases the chance that customers will complete the form.
- Request Feedback Quickly Send feedback requests within 24 hours of a customer contact. This ensures accurate answers and increases response rates because the experience is still fresh in the memory.
- Avoid Directing Questions Formulate neutral questions that leave customers free to express their opinions. Directing questions can reduce the reliability of feedback. Give customers space to freely say what they find important.
- Avoid Known Information Don’t ask for information you already have, such as the type of purchase or membership. Use CRM data to personalize your questionnaire so that customers know that you know and appreciate them.
- Keep the Questions Simple Provide clear, non-overlapping questions that are easy to answer. Use short, clear words to avoid confusion and keep the completion time short.
Always Thank Customers for Their Feedback Show appreciation by thanking customers for their time and input. This strengthens the customer relationship and increases the chance of future feedback.
