The moment you send out a survey to collect feedback from your clients, you send out a message that “You care” about how they feel and that client feedback matters to you.
Client feedback software aids in collecting client feedback smartly and make sense out of the data collected to help your business grow. The voice of the customer is so important for the business that even a single unhappy customer can cost you huge business. There have been many instances when an unhappy customer had resorted to social media and expressed discontent which led the company to apologize publicly.
All businesses care about their customers because happy customers bring more customers with their word-of-mouth publicity.
But, you need data to believe that your customers are happy, or otherwise.
How to collect client satisfaction data using client feedback tool?
While there are many methods to collect client feedback, the best way is to run a customer satisfaction survey.
Below steps outline how to create a good survey using the client feedback tool.
You can either arrange an internal team meeting and discuss the questions to be asked, or you can use a ready-made customer-satisfaction survey template that lists frequently asked questions.
To create a survey using QuestionPro client feedback software, login with your QuestionPro account.
Learn more: Free B2B Survey Templates
To create a new survey, enter the survey name and click on “Create Survey”. To use a survey template, click on “use a template”.
One of the most common question types in a client feedback survey is Net Promoter Score (NPS). While asking NPS questions, make sure your survey is not too long to answer. For instance, the below question doesn’t take much time on the customer’s side and gives a quick glance into how well is the customer satisfied.
You can end the survey with an open-ended question asking for comments or suggestions. Phrase the questions such that clients have a wide scope to think and express their opinion, ideas, and experience. This will give you a chance to understand the NPS score that the customer gave in the above question.
The score of the NPS question and text analysis of the comments can help you classify customers as Promoters, Passives, and Detractors. If you want detailed feedback, use questions that throw light on various characteristics of your products and services.
If you have multiple questions to ask and the visibility of a question depends on the answer of a previous question, then use skip logic with a page break after each question. This will make sure that if a respondent goes on to the next page of the survey, their responses from the previous page will get saved automatically. Also, if a respondent doesn’t feel like describing the reasons behind their responses and exits the survey, you’ll still know their feedback from the NPS score.
Once you are all set with designing with the survey, it’s time to distribute the survey. You need to have enough responses to reach a conclusion. A good response rate depends on the below factors.
- Number of clients to be surveyed: There is less probability that many people will be wrong. Sending a survey to more clients will give you a clear idea of the quality of your services and in general, how do they feel about it.
- Number of surveys to be sent: Send a short client feedback survey every quarter and a detailed feedback survey every two quarters. This will ensure that you have insights for the near term as well as for the long-term. Sending too many surveys might irritate customers and lead to a low response rate.
- Time required to answer the survey: If the respondents find your survey to be too long to answer, they will not answer all the questions and leave the survey incomplete. So, if the survey takes about 10-12 mins to answer, chances are you will get a higher number of responses. Also, you can mention the estimated time to complete the survey in the invitation email or on the landing page of the survey, so that they can aware of how much time will it take to complete the survey. Also, show the progress bar to show the survey completion percentage.
- Survey distribution channels: If the feedback survey doesn’t get rendered well on mobile devices, clients may not feel driven to answer and complete the survey. Also, internet connectivity issues can lead to a low response rate. To overcome these challenges, you can use an offline mobile app so that customers can take the survey anytime, anywhere. Another great way to distribute surveys is to embed a link to the survey in the email. You can also run a customer feedback survey on social media sites or through a QR code.
What matters is numbers! Once you have the responses, analyze what percentage of your customers are happy. It signals the direction you need to put your efforts in. The breakdown of results will help you understand the distribution of clients who are loyal, content but not enthusiastic, and unhappy.
Take a mix of high-level as well as granular approach while analyzing the results. Mitigate the risks and analyze the comments in open-ended questions to understand their concerns. Create text analysis reports to get the gist of what customers think.
For instance, a word cloud visually depicts the frequency of words used in the comments.
Sample word cloud of client feedback survey
If you don’t want a few words to be displayed in the word cloud, you can add them as stop words.
Use filters to focus on particular subsets of your data to see how a particular group of clients responded to your questions.
Make the most from client feedback tool
Numbers matter if you take action! The aim of collecting client feedback is to improve their experience with your brand. Share the numbers with the appropriate teams so that they can take the right action on the customer feedback, and ultimately deliver better products and services.