How to Encourage Customer Feedback

Gift cards can be used as a raffle gift.

Customer service is more than a friendly smile; it is going out of your way to please the customer and assure their needs are met. Even if you think your company's customer service is stellar, your customers may not agree. The best way to improve your customer service is by getting feedback from your customers. However, it is not always easy to get customers to take five minutes to share their thoughts.

Difficulty:

Moderate

Instructions

Things You'll Need

• Paper and computer
• Pens
• Internet connection
• Prizes

Customer Feedback

1. Be accessible. Lay out customer cards where customers will be able to see them and make sure they can be returned in a place convenient to the customers. This feedback is best in a restaurant or store setting where face-to-face customer service occurs. The card should include questions such as, "Were you pleased with your service today?" or "Was our staff helpful in assisting you with problems?" Use a one to five rating scale with one being worst and five the best. Also leave a space at the bottom where customers can write in their opinions.

2. Go on the web. Set up a Facebook page and Twitter account so customers can leave feedback on-line. A Facebook account can be set up for free for a business or individual. On your individual page you can set up a "Page" to support your business. Select "Pages" on the left and follow the steps. Upload photos and enable your wall so customers can leave feedback. Twitter accounts are free as well. Create a user name and password pertaining to your business. Follow customers or tell customers your name so they can follow you. Post Tweets asking customers to share their experiences with you.

3. Explain the importance of collecting customer feedback. Make sure the customers know that you want feedback to improve their experience with your company.

4. Offer a raffle. Have customers fill out short surveys rating different aspects of customer service. Read the surveys, place them in a a box, then randomly select one and give the customer the prize. This type of encouragement works best in a setting where customer service occurs as physical interaction (such as a restaurant, store or coffee shop). Prizes could include anything from gift cards to the company or a gift basket.

5. Hire an outside service. Survey companies will poll your customers about their experiences with your company. This way you are seeking out your customers instead of making them come to you.

References

• 25 ways of encouraging and rewarding customer engagement
• CVENT: Can You Use Twitter as a Customer Service Tool?

Resources

• Facebook
• Twitter