Meeting or exceeding customer expectations is possible only if you know what exactly your customers want. Knowing their pain points helps improve the service quality and boost customer satisfaction. A customer feedback survey is the best way of knowing about customers preferences, likes, dislikes and hidden requirements. However, businesses need to identify the customer feedback medium that would work best for them. Here are the best ways of doing the same:
Customer surveys:
Customer surveys provide the best and accurate results when conducted appropriately. A customer survey requires some potential and relevant questions to know the hidden requirements of customers. You can either put up all such questions on a dedicated feedback channel or print them on papers to be distributed.
Live chat:
Live chat can be a great medium for collecting customer feedback due to the real-time connection it creates between the business and its customers. A wide range of issues can be addressed using this connection. These issues may vary from helping customers find what they are looking for to solving immediate queries that they may have.
Usability tests:
Usability testing focuses on measuring a human-made product’s capacity to meet its intended purpose. People have to use a product under the observation of a researcher who then jots down any difficulties faced by the users during the product’s usage. These difficulties are a form of customer feedback that helps in employing effective strategies to eradicate any potential pain points.
Social media:
With a considerable number of people using social media today, these platforms are a perfect place to gather customer feedback. Monitoring comments and mentions made by users on social platforms can actually help gain insights into their like and dislikes. Similarly, conducting polls on these platforms is a great way of gathering much-needed feedback.
The valuable feedback hence collected can be used to improvise the customer service strategies and boost customer satisfaction like never before.