Collecting customer feedback is essential to improving your product or service. But customers will rarely provide feedback if you don’t ask for it. Show So how do you overcome this hurdle? Here are 5 methods to gather honest customer feedback along with actionable tips and free survey templates! How to Get More Customer Feedback?Firstly, to get more customer feedback, you need to be asking your audience the right questions at the right time. Secondly, you need to create a seamless experience for your customers. If they have to put too much effort into providing feedback, most of them won’t even bother. According to our report email surveys note the highest average completion rate of 74%. Surveys are a great way to get accurate and honest customer feedback because they’re quick and easy to answer.In fact, HubSpot has recently asked its customers: 'How does your company actively listen to customers?'. Four out of the five most popular answers involved using surveys.  The right survey software will allow you to run surveys across various channels like website, email, mobile app, chat, and link. How does this help? Most importantly, you’ll reach customers where they are most engaged. If you’re getting a lot of traffic to your website and would like to ask about website feedback, you should go with website surveys. Free Website Survey Template Example If, on the other hand, you’re looking for customer satisfaction feedback, you should go with email surveys or chat surveys instead. Surveys enable you to collect meaningful customer feedback because you can target them precisely. For example, imagine a visitor is just about to leave your website. You’d like to know why. Easy! You could show them a subtle exit-intent survey that triggers only if someone wants to leave your page. In short, different situations require different methods of collecting customer feedback. It's important to find the best customer feedback tool that will let you do the job. FURTHER READING: POWERFUL Survey Questions. Customer Feedback Methods Based on Business GoalsBusiness goal ➡️ Recommended method of collecting customer feedback
1. Website surveys and In-product surveysWebsite and in-product surveys are a great way to get accurate customer feedback. Why? Because you can target them to appear only to the relevant visitors and users. The available targeting options include:
This makes website and web
surveys the most convenient way of collecting feedback on a website. Survey examples: Exit-Intent survey, "How did you hear about us?" survey, Website feedback survey, Pricing feedback survey. 👍 Pros:
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Hint: Think about which group of users you’d like to survey. And what’s the information you want to get from them. Then target your survey accordingly. 2. Feedback buttonIt’s an always-visible, static button that floats on the side of your website. As such, Feedback Button is the fastest way to get actionable in-app feedback. Without boring your users to tears with long surveys at that! However, it only consists of two questions. So you can’t really use it for more detailed research. If you’re looking for a quick website or product feedback, though, Feedback Button is your best bet. People love sharing feedback but hate wasting their time. Feedback Button helps you overcome this hurdle as it makes collecting feedback fast and fun. Usage examples:
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Hint: When you get customer feedback via Feedback Button, you can forward it to your mailbox or a Slack channel. You can also ask users for their email addresses to follow up with them afterward. 3. Email-embedded and link surveysEmail and link surveys are by far the most flexible way to gather customer feedback. And here’s why. You can embed an email survey directly into the email’s body. This results in increased response rates as your audience can answer the survey straight from their mailbox. Take a look at this NPS email survey example: Users usually expect email surveys to be short which is why you can get completion rates of up to 83%. If there’s more than one question in a survey, though, users will answer it in a new browser tab. Alternatively, you can use link surveys. They’re great for sharing via social media, email, chat, or any other method. You just need to provide your respondents with a link to the survey, and that’s it! In addition, Survicate surveys integrate with many marketing tools including HubSpot, Intercom, Mailchimp, Drift, and more. This means that once you send surveys via these tools, you can identify who gave you each response. How is it helpful to know who answered your survey? You can then respond to customer feedback and follow up with your customers. But if you’d like your surveys to be anonymous, that’s also possible. Also, you can choose from over 18 native integrations with CRM, marketing automation, collaboration, and customer support tools. It’s worth integrating email and link surveys with the tools you’re already using. As a result, you can trigger custom workflows based on the customer feedback you’ll get. Remember: customer feedback is only as useful as you make it. To truly capitalize on customer feedback, you need to take action after receiving it. For example, when you get a high CSAT or NPS score, it’s worth asking the user for a positive review, testimonial, or case study. Survey examples: NPS (Net Promoter Score) survey, Customer Satisfaction (CSAT) survey, Customer Effort Score (CES) survey, Churn Survey, Product-Market Fit survey 👍 Pros:
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Hint: For up to 4-question surveys, use email-embedded surveys. For more than 4-question surveys, share the link instead. That’s because when you embed a survey into an email, users expect it to be rather short. If the survey turns out to have multiple questions, some people will feel deceived and abort the survey. Free NPS Survey Template4. Mobile app surveysSo how do you boost your mobile app to 5 stars? Well, for one thing, you can collect user feedback directly inside your Android or iOS mobile app. Mobile surveys help improve your mobile app’s usability. For example, imagine you can get feedback on new designs and feature releases within your mobile app. Or discover new feature requests and prioritize product roadmap.In fact, you don’t have to imagine. You can achieve all these goals with mobile app surveys! Most importantly, you can target mobile app surveys to appear only to the users that matter. This lets you collect customer feedback that’s actually valuable. Suppose you want to ask the users how they like your mobile app after a recent update. Of course, you won’t want to target those of your users who just installed your app. After all, they don’t know how the app worked before the update. So their opinion will be meaningless and it could skew your results. That’s why you need to ask only the right users for feedback. And to help you with that, you can trigger mobile app surveys based on:
Also, mobile app surveys don’t require leaving, relaunching, or updating the app. Talk about making it easy for users to provide feedback and offering a fatigue-free experience! Survey examples: User experience survey, Software evaluation survey 👍 Pros:
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Hint: Use mobile app surveys when the context of using the mobile app at the time of surveying is important. For example, when asking “How helpful do you find this new button?”. For more extended product feedback, use email and link surveys instead. 5. Chat surveysThere are a couple of ways to run chat surveys. If you’re an Intercom user, you can run surveys directly in the Intercom Messenger. If, on the other hand, you’re using a different tool, you can share a link to the survey in the chat window. Chat surveys are great for measuring customer satisfaction or researching your NPS (Net Promoter Score). For example, here at Survicate we use chat surveys to encourage NPS feedback. If the customer doesn’t reply, we tend to send them the same survey by email. Moreover, chat surveys help you get real-time customer feedback while talking with your customers. They are also more engaging, personal, and fun for people to take than traditional questionnaires. Survey examples: NPS (Net Promoter Score) survey, Customer Satisfaction (CSAT) survey, Customer Effort Score (CES) survey. 👍 Pros:
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Get Started with Gathering Customer FeedbackTo collect more customer feedback, follows these steps:
Survicate provides a lifetime-free plan which gives you:
The biggest perk of using Survicate? You can accommodate all business goals and methods to collect customer feedback I mentioned in this blog post! SummaryWith 5 survey distribution channels and free survey templates, it’s easy to get customer feedback. Every organization should add collecting customer feedback to their to-do list. Whether you’re looking for improvements on your website, feature requests, or measuring customer satisfaction, surveys can help you gather accurate and honest feedback from your audience. Don't forget the use the data you collect by closing the feedback loop! Here’s a summary of the 5 methods to get customer feedback mentioned in this blog post: Kasia Perzynska Head of Content & SEO @ Survicate. Hey there! I plan a content strategy for Survicate and guide the content team towards execution. You can see me create some content for Survicate Blog from time to time! :) |
