Businesses have become more competitive than ever before because of the internet, which has successfully made the world a global village. Anyone is free to trade. These developments increase the need to establish a reliable customer-business relationship. Unlike the old days, the quality of customer feedback is skyrocketing. A business needs data and a lot of analytics into a customer’s wants and needs to provide services that are relevant. The feedback that clients give plays a vital role since they give logic as to why they chose certain products over others. The provision of a feedback channel provides a good platform to solve problems that the businesses are dealing with and eliminate any future disruptions. Below are tips on how to get customer feedback that are authentic:
1) Implement Usability Tests
Usability tests involve a lot of planning to make sure the design details reap the maximum results, but the end goal is worth it. To gauge customer satisfaction levels with the services provided, you can do it practically or use a website. However, it is virtually impossible to skim through tons of feedback being directed constantly to huge companies manually. The companies need a practical enterprise feedback management platform to track and analyze the feedback based on quality and relevance. A good example would be an online shop where you can try a usability test for one week while keeping a diary of the maximization of the utilities to predict future successful sales.
2) Use Feedback Boxes
Using random boxes at the business premises will also get you authentic feedback. Anonymous feedback always gives customers an avenue to express how they felt about the service and product that they received. Although these feedbacks are sometimes very harsh, they provide a good basis for constructive criticism that can propel the business towards a good direction. It will always help the business eliminate the problem before other clients notice and look for alternative services.
3) Boost Social Media Engagement
Individuals above 18 years of age are the most active on social media. The age bracket extends to those aged 49 years. This data alone is enough to convince any business that most of their potential clients are on Twitter, Facebook, Instagram, Snapchat, among many others. These are among the places that a business is likely to get the most honest reviews and feedback. It serves as a place where a business can use the engagement to improve on its failures and understand the clients’ needs. In 2016 the series Mr. Robot had the biggest Facebook live engagement and, as a result, got millions of views within three hours in more than ten countries. The show also got honest feedback that helped them change the plot to become more engaging to their viewers. It still stands as among the favorite shows of the decade.
4) Induce Interviews A business can arrange interviews where it will take note of the attitude of clients and inquire about routine habits to make informative decisions in regards to its dealings in the future. The direct approach also gives more personal appeal compared to the other methods, hence, gives a more authentic approach towards getting feedback.
5) Conduct Surveys
Surveys give the business a general perception of a larger crowd compared to the other techniques. They are easy to conduct and are also honest since most of the participants choose to remain anonymous. One can choose long survey or short ones. They can also be done online.