Customer feedback is truly the backbone of a thriving business.
A customer review alone is not sufficient – but a positive customer review has become vital in the decision-making process. In fact, a majority of customers are looking for 4 out of 5 stars, because negative reviews are driving factors.
The writing is on the wall: Customer reviews not only instill trust among users but can also positively impact your business's bottom line.
Don't believe me? Here's what the research tells us:
An overwhelming 92% of B2B buyers are more likely to purchase after reading a trusted review.
In this section, we will discuss the two main reasons why you should take customer feedback to improve overall CX (customer experience).
Actively encouraging customer feedback allows your brand to position itself as a champion of the customer's voice.
In other words, your customers feel engaged with the brand since they can freely and openly communicate their opinion. This also makes them feel heard and appreciated by the brand.
One of the most sure-footed ways to get a pulse of your customer – what they like and dislike, what their pain points entail, what their motivations include, etc. – is to ask the customers directly via customer feedback questions and surveys.
When you ask customers how they feel about your product or service, they feel valued. Also, make sure to ask about the improvements they would want to see. If you use live video chat software, you can have a face-to-face conversation and have a personal touch in the feedback process.
This whole process can contribute to higher customer satisfaction and eventually turn into customer loyalty.
Once you have a steady stream of customer data at hand, you can understand how your customers perceive your offering, compare the data with how your competition is faring, and get a glimpse of where your product stands.
This approach will not only help you understand the current state of your business, but it will also give an insight into how you can proceed in the future.
In most cases, the existing customers show how your product can be better, what new features to include, and some irritating bugs.
The overall point: Asking customers about their experience with your product/service can provide invaluable insights into the business and help elevate the overall customer experience. It can also offer your business the 'edge' it needs to stand apart from the competition.
Moving on, let's look at the type of customer feedback questions you should ask your customers to understand what's working for them (and what's not).
When done right, customer feedback questions can emerge as a key tool for your business.
It means that you will need to ask the right questions to get valuable answers that can actually help your business.
In this section, we will explore the questions you can ask based on various categories and scenarios. These are a helpful set of questions; you simply need to choose the right kinds for your feedback.
Let's jump right in.
When to Use It: This category of questions is useful when you want to make improvements/enhancements to your product/service. They can also be helpful when you want to highlight the best features that your customers are truly liking across your sales and marketing campaigns.
When to Use It: You can use this set of questions when you want to enhance your customer experience.
Besides these questions, you can rely on some useful metrics to really understand the sentiments of your customers.
Most businesses take this approach for their overall product, but you can choose to go with individual features as well.
When to Use It: These types of questions are extremely useful in understanding where your brand went wrong from the perspective of the customer.
So if you have customers who do not want to buy from you anymore or are canceling their subscription, you can use the following set of customer feedback questions.
When to Use It: These set of questions come in handy when you want to understand who your target audience is, what their motivations, wants, and pain points look like, what your customer purchase habits look like, and so on.
When to Use It: This set of questions can be used to roll out marketing campaigns that are relatable and value-oriented for your customers.
When to Use It: If you wish to gauge your market positioning from your customer's eyes without being condescending or pushy, these next questions are for you:
When to Use It: User experience is a primary factor for building customer loyalty.
In fact, research suggests that 88% of users will not come back to a website after a bad user experience. So, if you wish to pave the way for a simple, intuitive, and seamless user experience on various digital platforms, give the following survey questions a chance:
When to Use It: If you want to launch a new feature/product/service and wish to test its efficacy, these should be your go-to questions. Many brands distribute new features to a handful of customers before making them public. These questions can be real gold.
Finally, let's look at the top tips you need to consider when rolling out a survey.
You can think of customer feedback questions as the 'exam' your brand needs to take to understand how your product/service is faring in the customer's eyes.
Without gathering feedback, it can be easy to get stuck in the same rut and keep repeating the same mistakes that might be costing you customers and, ultimately, costing your business.
So follow these strategies and use the list of questions outlined above, and capture your user's voice in an authentic and honest way.