In today’s increasingly multi-channel customer contact environment, many companies are now trying to utilise the online channel to gain customer feedback. In fact technology’s impact on the voice of the customer is of growing influence.
Any organisation that wants to grow and flourish in the long run should take into account customer feedback. The most common and efficient way to get customer feedback is through customer poll. Though easy it may seem, customer poll is not that easy process. There are a few Do's and Don't that should be taken into consideration before designing a customer poll.
Too much Bothering will not help
Although it takes only a few minutes for a customer to give his/her feedback in a poll, asking them too often may violate your purpose. Bothering the customers too often with poll will dampen their mood and spirit to respond.
Make it Easier for Respondents
Design a customer satisfaction poll which is easy and simple in its approach. Do not ask them questions which you already know as them being your regular customers. You make it simple for them and they will give you their honest feedback.
Short and Simple in approach
Your respondents might get pissed off with too many questions to answer. Try to make it short and to-the-point with only relevant questions. Your customer satisfaction poll should be a fun for the respondents and not a tedious task.
Relevance should be given due importance
Being said that you should concentrate on keeping your customer satisfaction poll short and simple, relevance should be given due importance. Go for questions which forms the crux of your poll after proper planning and research. Proper questions framing is very important for your customer satisfaction poll.
Brand-Building Process
You have to keep in mind that your customer satisfaction poll is associated with your brand. Whichever way you take to reach your customers has to be selected properly. The experience which you will give to your customers is going to remain with them for long. Your poll should be designed and executed in such a way that it empowers your brand image.
Misleading will violate your purpose
It is very disappointing being a respondent that you were asked to give 5 minutes but it is actually taking more than 20 minutes. Do not mislead the respondents of your customer satisfaction poll about the actual time it will take. Try to be fair and you will get a fair feedback from them.
Right words will bring right results
You have to be very careful about the words you have choosen to frame your questions. Your respondents may get offended due to some of your words. You may get an unfair and vague feedback due to your wrong word picking in the poll.
Use your feedback for Decision-Making
After you have got the feedback from your respondents, put yourself into action. If you have put so much of your time, money and energy in the customer feedback poll, you should be benefited by its result. You have to utilize the feedback collected for a business decision-making. Try to get the most out of it.
In today's scenario of competitive and aggressive business environment, designing a customer satisfaction poll is very important and significant. Whether designing a customer satisfaction poll for a new product, coming up with a more cost-efficient production process or targeting a new market, it calls for much of brainstorming and here online poll come in as a blessing for the business owners. Many online poll sites are there on the internet like Survey Monkey, Polldeep.com, Doodle, etc which will be helpful for business to conduct poll and make decision making a much more easier and comforting task. Go for the one which best suits your need and make your customer loyal to your brand.
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