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Are you capturing feedback in real-time? If not here's how

Posted by Nicola Evans on Sep 2, 2014 6:31:00 AM
Nicola Evans

Surveying your current customers or clients for their opinions is a tried and trusted method of finding out how your customer service measures up. One way to do this is by asking customers to complete a questionnaire about their most recent customer experience with your company.


You can encourage people to fill out your customer service survey by offering them a reward for doing so, such as a prize draw or a discount coupon to be applied to their current or next purchase.


Online versions of customer service surveys are a excellent way for companies only doing business online to get feedback. However, if you have a bricks-and-mortar storefront, you could print off a stack of customer service surveys for use when a customer is physically there. Or customer service surveys may also be sent out through email to your business’s mailing list. However, here is a note of caution regarding mailing questionnaires and internet/online web-based surveys. You are trying to capture honest objective feedback, yes?


Well now, imagine the last time you were out shopping in a supermarket and you could have given feedback while waiting to purchase your goods at the check-out. But instead you only got the email when you got home. Do you remember how you felt at the time? Did anything happen on the way home or when you got home that could have influenced your opinion in a way that was different to how you felt in the store at the time. The key to getting most accurate customer feedback is to collect it as close in terms of time and distance to the transaction as possible. And that’s where Survey App technology for smart phones has a distinct advantage over internet  and online website surveys. Also, because Survey App technology processes all data immediately you get the feedback quicker than you would wading through a pile of paper questionnaires.


Having said this positive about technology, never forget that personal conversations with customers can also be revealing. When you’re in your store or at a job site, engage the customer/client in a conversation about the level of customer service she experienced. All customer service research doesn’t have to be formal; ad-hoc conversations can be useful sources of information, too.


If you want to try a quick and easy mobile Survey App then please register now for a free trial account (no pesky credit cards are required), book a quick demonstration and download our free App now to get yourself a treat!

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