It is easier to give customers what they want if you know about it. The most
efficient way to do that is of course by simply asking them what they want.
This is when a customer feedback tool comes into play. By offering a unique
communication channel for feedback, customers can actively associate
themselves with your business and convey their thoughts.
Digital survey triumphs in any customer feedback program as an essential tool.
It gives organisations an effective and a simple way to gather customer
feedback and also captures the critical moments in their journey. Customers
equally benefit from sharing their feedback as they can expect a personalised
experience. And for this reason alone, they are willing to share their data with
When we look deeper what digital survey is capable of, we know that this
powerful tool can be effectively used to gather insights on what customers like
or dislike, their satisfaction levels, service quality and so much more. This
crucial information can reveal a plethora of opportunities for business growth,
especially in making confident data-driven decisions and not relying on
Armed with this information, businesses can steer the right products and
services and tailor the communication specific to a particular customer. This
way, you begin to build a connection between the brand and the customer.
Nevertheless, the feedback conundrum of abandoning a survey or leaving it
incomplete still exists.
To maximise digital survey response rates, organisations need to craft
feedback questions that can engage customers from the beginning to the end
and keep them active. Let’s look at a few ways in which this can be done:
- Offer them an incentive
Giving your customers a prepaid incentive can motivate them to complete the
survey. It also shows customers that you value their feedback and appreciate
their time. In return, they show the same respect and value to the brand.
- Segment participants
Improve engagement by crafting an effective survey targeting the right
audience. Irrelevant information will only drive the customer away. Instead,
ask the right questions to the relevant audience to keep the conversation
useful and involving.
- Get the timing right
You may have heard it before that timing is everything. And there is a reason
for that. If you intend to gather feedback or information from customers, it
shouldn’t be too late so you miss your window of opportunity with the
customer having moved on to the next activity/decision. Too early is not good
either. The best time to gain higher engagement on a survey is a few days after
completion of the interaction.
Tata Tele Business Services Business Solutions provides a comprehensive platform for a
digital survey that is easy-to- use, scalable and adapted to your business needs.
Conduct multi-lingual and multi-channel surveys that are flexible and secure.