Nobody can provide a better insight into what your customers want than your customers themselves. However, many reviews only arise when customers are very satisfied or very upset. If your reviews only represent these two extremes, it can skew the general opinion of your customers. To prevent this, it is important to gather customer feedback after a visit or a service has been provided, when the impression is still fresh in their minds. By sending a quick and easy form for customers to complete a few hours later, they are more likely to share their thoughts and feel that a business values their opinion.
In this article you will find out why it is worth asking your customers for their opinion, what tips we have for you, and how TIMIFY makes this process easier for you.
Why customer feedback is so important
First of all, your customer feedback will help you understand yourself better. It can lead to a whole new self-awareness. You may not even be aware of some strengths. Now you have the opportunity to communicate it to the outside world. So customer feedback can be a real competitive factor.
Your customer feedback can provide you with valuable information about your products and services as well as customer-related processes, which enables you to implement well-founded improvement measures.
In addition, customer feedback can quickly develop into free marketing for you, because if you listen to your customers and adapt to their needs, you will increase customer satisfaction. If your customers feel noticed and taken seriously, it has a positive effect on customer loyalty. Happy customers will be happy to recommend you, which is the best and cheapest form of marketing.
But not only your customers can benefit from their own feedback. Remember how motivating praise can be for your employees. Your customers’ opinion doesn’t have to be just a complaint. It can also result in really positive insights that will confirm you putting so much effort into your work every day.
Obtain regular customer feedback
You can see that customer feedback can be positive for your company in many ways. So it is worth doing it regularly. In addition, opinions now change much faster than before.
For success it needs routine, automation and a responsible person in the company who accepts the feedback, analyses it and takes appropriate measures. However, without the right tools it can become very time-consuming and chaotic. This is where TIMIFY steps in and offers you maximum support and flexibility for a successful customer survey.
How to do it with TIMIFY
We at TIMIFY have also listened to our customers and recognised potential for improvement in our own “Feedback App”. We have revised it considerably in the last few weeks and implemented a number of new features that will allow users to create comprehensive surveys tailored to their needs in order to receive optimal feedback. For this reason we have renamed it TIMIFY “Survey App”.
Let us show you what is important in a survey and how easy it is for you to implement with TIMIFY.
Tips for a successful customer survey
Before you start a survey, you must first think about what you want to achieve with it. Then all further decisions are made, such as who to contact and what questions to ask.
Once it is clear what you want to find out, you need to start thinking about who to ask. You decide whether it should be customers with certain characteristics, participants of a specific event or certain groups. With TIMIFY you have the possibility to create several different surveys and to assign them to certain services and / or groups.
Then think about the questions you want to ask. There are a few things to consider here, e.g. what kind of questions make sense and bring you the right insight. The TIMIFY Survey App lets you choose between star ratings, comment fields, multiple choice or boxes to tick.
Note the following when creating the questions:
- Phrase clear questions so that they can be understood and answered correctly
- Provide appropriate answer options that correspond with the question asked
- Keep it short so that participants won’t jump off and leave the survey unfinished
- Give the opportunity to participate anonymously for sensitive topics in order to receive even more honest answers.
When you have finished your survey, it is time to contact your customers. Since you want something from your customers, you should make it as easy as possible for them. Address them directly by name in the email. With the Survey App this is fully automatic. The landing page of the survey and all accompanying e-mails can also be customised with individual text and graphics. Be creative, so you have a high recognition value and to get customers to participate more likely.
Also let your customers know how long the survey will take so they can adjust to it and not jump off and leave the survey unfinished.
Once the survey is complete, it is important to analyse your customers’ reviews and take action. In one tab, you can view all of the survey email invitations that have been sent. As soon as you have received customer feedback, you will receive an email on request at the address provided. In your TIMIFY account you will see an overview of all reviews and can filter them according to certain criteria, time periods or services.
Show your customers that you take their feedback seriously by telling them what you have learned from it and what you may now implement. Respond directly to individual feedback, e.g. to say thanks or to say that the evaluation has been received and will be taken seriously.
Feel free to contact one of our Team members in the chat on our website if you have any further questions on this or any other topic. We are happy to help.