- Welcome to The Journey.
Today, we're gonna talk about how to get customer feedback
for your business.
So, when you think about collecting customer feedback
for your business, which I hope you're doing all the time,
it's easy to get overwhelmed by the volume of possibilities,
trust me, and with so many customers
and so many ways to connect with their feedback,
it can be hard to know where to start.
Well, one thing is clear.
Taking a proactive approach to collecting customer feedback
ensures that you never stray too far
from the needs of your community,
even as those needs evolve.
- Feedback is a powerful guide
that can give you the insights that chart a path forward
for every aspect of your business.
A customer survey helps you harness those insights
and identify ways that sets your business apart.
It's important to develop customer surveys
that collect and show useful insights,
and also get shoppers and clients to complete your survey.
And we're gonna show you how.
- Let's start with tips for creating a customer survey.
Well, before you start writing
your customer survey questions,
here are some best practices to keep in mind.
I would say, first off, know your goals before you begin.
That's good advice for most beginnings,
and don't blindly create a customer survey
just because you know you should.
Instead, consider what you want to gain from the survey.
And I would suggest outlining, you know,
your business goals before you begin,
and ask yourself a few questions.
First off, do you want to gather feedback
to improve a product or service?
Ask yourself, do you want to learn about your customers?
Another great question,
do you want to improve the customer experience?
Knowing what you want to learn
will help you to craft better questions for your survey.
- Exactly, and you also want to consider
all question formats,
so as you develop the questions for your survey,
think about what format might help you
collect the best feedback.
Use a mix of multiple choice, yes/nos,
open-ended, and even sliding scales.
- To gain additional insight,
also be sure to ask follow up questions.
Definitely consider that.
Also, make sure that they're relevant.
So, for example, follow up with a yes or no question
with an open-ended why question?
Another way to gain better insight is to ask how questions,
don't ask, hey, do you like the product?
Instead, ask how well would you rank the product?
Or maybe you could ask, how would you describe the product?
So, Nealey, I got a how question for you.
How well am I doing
explaining how to get customer feedback for your business?
- Is there a non-answer or an other?
- Wow, Nealey.
Well, it's a good segue.
Speaking of non-answers,
this is something you should also include in your survey.
If a survey taker must select an answer,
allow them to choose a non-answer,
if they just don't want to, or maybe they can't respond.
So, essentially, add options for like, I don't know,
or other, kind of like what Nealey wanted to do
right now with my question.
- So, my answer remains, I don't know, Emma,
but don't lead on survey takers
is our next tip here for you.
To really get the most useful and truthful answers,
you're not gonna wanna put words
in the mouth of your survey takers.
Positive feedback is great.
We love to hear it, but only when it's true.
So, don't use leading questions that guide your users
to say what you want to hear,
because if there's information that you need to change
and you'll never hear it,
you'll never change and your business will never improve.
- Also, another great tip, be specific.
You know, you can gather better insights
if you are more specific in your question,
and I have an example of this.
For example, don't ask,
how would you rate the overall customer experience?
That's pretty broad.
I would encourage you to be specific
and ask something more like,
how would you rate the onboarding process?
- Now that we know what goes into the survey,
let's talk about how to get people
to actually fill them out.
You can spend a lot of time perfecting this questionnaire,
but there's still a good chance
that not everyone will want to fill it out.
So, let's make sure you're getting a fair ROI,
starting off with just keep it short and sweet.
You don't want your survey to feel like work
for your customers.
People have a lot of other things that they need to do,
so keeping it short so it doesn't take too much time
and energy to complete.
And when you conduct a survey,
try to keep it to about five to 10 questions max.
- Great point, Nealey.
Also, be upfront about the length of time
it will take to complete.
I know, for me, when I see a survey,
oftentimes, I'm a little hesitant,
but if I see, oh, this is only gonna take
five to 10 minutes, done.
Happy to proceed, and right away, you know,
you're letting customers know what is expected from them
before that survey starts.
So, in other words, you're setting expectations.
Let them know even how many questions are included
and how long it will probably take them.
- Love that.
Let me know upfront,
'cause I don't want to go on, and just like, all right,
next page, next page, next page.
How long is this thing?
But with your survey, make sure you show the benefit.
Show how this survey is going to benefit your business
and, ultimately, them, too.
Let them know what you're gonna do with the results
and how you will use their insights to improve.
So, consider using language like help us improve,
fill out this survey to tell us
how we can get better at, insert your service here.
- That has me wondering, Nealey,
do we have a survey for The Journey?
I want to know how are we doing? (laughs)
Which takes us to our last point, ask at the right time.
Be mindful of the customer's journey with your brand
as you decide when to present shoppers
or clients with the survey.
Timing's everything, right?
So, for example, you might not want to push a survey
on a customer only a few minutes after
they do business with your brand for the first time.
- By following these tips and best practices,
you can create a customer survey
that will help you gain valuable insights
about your business.
You can use what you learn to improve your brand
and create better products, services, and experiences.
- You just learned how to get customer feedback
for your business, and your journey's not over there,
so be sure to check out over 200 additional videos
that will help your business thrive.
This is The Journey.