How to Ask for Feedback from Customers

91% of customers who had a bad experience will not do business with the same company again.

Getting customer feedback shouldn’t feel like pulling teeth. In an era where every customer’s voice can echo across the internet, tapping into that feedback loop is like striking gold for your business. So, how do you ask for feedback from customers it in a way that feels less like a chore and more like a conversation?

Start with the ‘Why’

Before you even think about sending out that survey link, ask yourself: Why are we doing this? Clarity on your end translates to clarity for your customers. Let them in on the secret that their feedback is the blueprint for your next big move. It’s not just another email in their inbox; it’s an invitation to shape the future of your offerings.

Pick Your Moments and Mediums

Not all feedback channels are created equal. Are your customers constantly engaging on Instagram? Slide into those DMs with a poll. More of an email crowd? Perfect, craft a personalized message that hits their inbox at just the right time (hint: mid-week mornings work wonders). The goal is to make giving feedback as natural as scrolling through their feed.

Ask Like a Human

Nobody wants to feel like they’re talking to a robot. Your questions should spark excitement, curiosity, and thought. Think less, “On a scale from 1-10,” and more, “What’s the one thing we could do to make your day?” It’s about starting a dialogue that could lead to real insights, not just ticking boxes. Here are ten examples that illustrate how to ask for feedback from customer in a conversational and engaging manner:

• What’s the one thing we could do to make your experience unforgettable?

This question encourages customers to think about what really matters to them and share unique insights.

• What’s the one thing we could do to make your experience unforgettable?

A fun and imaginative way to ask customers what they think your product or service is missing.

• Can you share a story about a time we made your day better?

This open-ended question invites customers to provide a narrative, offering deeper insights into what they value.

• What’s the biggest challenge you’re facing that we could help solve?

Directly asks customers how your product or service can be improved to meet their needs more effectively.

• If you could change one thing about our product/service, what would it be and why?

Encourages customers to pinpoint a specific area of improvement and explain their reasoning.

• What surprised you the most about your experience with us?

This question can uncover aspects of your service or product that stand out, for better or worse.

• How does using our product/service make you feel?

Affects-based questions can reveal the emotional impact of your offering, highlighting strengths and areas for emotional enhancement.

• If you were in charge for a day, what’s the first thing you’d change about our offering?

Invites customers to share their most desired changes in a playful, imaginative context.

• What’s one feature we don’t offer that you’ve always wished for?

Helps identify gaps in your product or service that could lead to valuable additions or improvements.

• How can we make our service so good you’d tell all your friends about it?

Encourages feedback on what could transform customers into enthusiastic brand advocates.

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Sweeten the Deal

Let’s be real, a little nudge never hurt anybody. A discount on their next purchase, a chance to win something cool, or even a sneak peek at upcoming features can turn a maybe into a definite yes. It’s not bribery; it’s a thank you in advance for their time.

Say Thanks and Show Progress

Never underestimate the power of a simple thank you. But why stop there? Take it a step further and show them how their feedback has come to life in your products or services. It’s like saying, “Remember that thing you mentioned? We did something about it.” Talk about making someone feel heard.

Dive Deep into the Data

Now comes the fun part: sifting through the valuable feedback. Look for patterns, unexpected gems of insight, and honest opinions that can steer your business in a new direction. Then, get your team together and brainstorm how to turn those insights into action.

At the end of the day, customer feedback is the closest thing to a crystal ball that businesses have. It tells you what’s working, what’s not, and how you can improve. By mastering how to ask for feedback from customers in a way that feels genuine and engaging, you’re not just collecting data; you’re fostering a community of customers who feel valued and listened to.

So, next time you’re drafting that feedback survey, remember: that it’s an opportunity to connect, grow, and innovate. How will you make the most of it?

#customerexperience #customersatisfaction #customerfeedback