Customer Experience News & Trends

Road-tested ways to get better customer feedback

Get better customer feedback with surveys that make them want to respond. Here’s what – and what not – to include:

You’ll get more useful responses if you:

  • Communicate the purpose. Send an email shortly before the actual survey goes out, explaining what you’ll ask and do with the responses.
  • Give incentives. You ask customers for the favor of their time and thoughts when you survey.  Offer a discount or donate to a charity for their feedback.
  • Keep it short. Ask too many questions, and they’ll toss it. Limit it to seven or fewer questions.
  • Follow up. After you analyze the surveys and make decisions on what to change and improve based on the feedback, tell customers what you’ll do based on the feedback.

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