To break this habit and start asking for and using customer feedback to market you business, you can use this simple process which can be supported by your personalised OnePage™ Business Feedback survey:
Ask for Your Client Feedback
Ask your client in person or by phone when you are wrapping up a business interaction and then send them an email immediately after with a link to your personalised feedback survey.
Follow-up With an Email
Make sure you follow up email is promptly sent out and that you personalise the email. Where possible make it relevant to your most recent interaction. Avoid making the the request as part of (or at the end of) a longer email on another client related topic. Adding the feedback request to you standard email footer is a nice gesture. In practice you will get very few responses this way. Ask by separate email, this way your client knows you really care.
Example Email With Link to our Feedback Collection Demonstration Survey:
Email Title: It would be great to get your feedback
It was good to catch up with you yesterday. As mentioned, I am really keen to get feedback on how we work as a supplier to you. We have made this really easy and quick to do.
It will only take you a few minutes and will be greatly appreciated. CLICK HERE to start, alternatively copy and paste the link below into your browser:
I look forward to catching up soon.
How Many Customers do I Need to Ask?
Initially getting 5-10 people to respond will give you in-valuable feedback that can help you identify the strength and weaknesses of your current delivery. If you ask your clients when you meet them and you have a good relationship you may get a response rate of 80%. If you request feedback by email it will be much lower. Once you make a habit of asking, you will continuously learn new things about your business, and get ideas for how to improve. So ask 5-10 people to get an idea of your response rate levels.
How do I get a High Response Rate?
Remember it’s all about quality, not quantity. If you have asked ‘in person’ you will get a high response rate. If you just send out a personalised email without speaking to your customer first it will be lower. If you send out a ‘mass mail’ it will be even lower. So ask in person at the end of your customer interaction and send the email out promptly.
What Happens When the Customer Completes a Testimonial Survey?
Once the customer has completed a testimonial, an email is sent to your designated email address with a copy of their testimonial. You will be able to read this like any other email. It lists your questions and your customers response. If you get suggestions for improvement, this will allow you to take action. If you get positive feedback this may be ready to publish on your website or alternatively you may identify the opportunity for a great case study.