Gathering feedback.

This is a short post. When I decided what I’d cover on the subject of complaints, I didn’t do that great of a job. However, I’m willing to admit my mistakes and go with the posts anyways. Some ways to gather feedback:

Have a feedback button.
Maybe this is too obvious. However, if your site doesn’t already, have a feedback button. Ask users for their feedback regularly and respond to feedback when customers provide it. Don’t have a message like: “Thank you for your feedback. Please note that we will not respond.” That’s just annoying and will discourage customers from submitting feedback.
Read this article.
I think I’ve referred to this article several times in the last few days. If you haven’t already, read this article about keeping your enemies closer.

Keep your friends close.
You should also ask people who like your company and everything it does for their feedback. If they think something is wrong, chances are it’s really wrong and needs fixing as soon as possible. When loyal customers complain, things are bad and the company should start shifting its focus to improving whatever those customers are complaining about.

Like I mentioned in the above linked post, take regular surveys of random amounts of customers. If you always ask your best customers, you’ll miss some important feedback. Ask random samples of customers to get the best results.

How are we doing?
After support requests are close, send a quick “How are we doing?” survey. Ask how the overall support experience was, how friendly the representative was, etc. There’ll be posts in the future about what to include in these surveys.

If you read the post about keeping your enemies closer and actually try to get customers’ feedback, you’ll do fine. Remember that feedback is important and it’s your customers that are essentially paying the bills (including your salary).

4 Responses to “Gathering feedback.”

  1. CustomersAreAlways said:

    May 20, 06 at 12:49 am

    Are You Gathering Feedback From Your Customers?…

    Do you have any programs put in place to gather feedback from you customers?  If you don’t, how do you know how your company is doing in terms of satisfying your customers? Or do you not even care about having……

  2. Debbie said:

    Oct 17, 06 at 7:53 pm

    Bad Customer Service From Vannoy’s Tires

    It was pouring down rain all day and finally cleared only to find flat tire during lunch brake! The vehicle had a TOTAL flat and needed replaced. I was asked if I wanted additional services and after confirming to have it done, I was told the car could not be touched since it was MY HUSBAND’s car! I had to get HIS permission to get the requested items done and could even get the tire fixed without his permission. As I paid, a smart remark was made “Do I need to write you an excuse for being late back to work?” I’m not a little kid, I’m 49, and didn’t appreciate the snide remark! I noticed there was no problem taking my money. I can assure you, I will not be back, and several customer were not very impressed either.

  3. Mattg said:

    Jan 12, 07 at 4:23 am

    Great info on gathering feedback, this really helps to keep you good in business.

  4. Mattg said:

    Jan 12, 07 at 6:42 am

    It’s a prime concern for any business to grow.