Ever wonder how your customers feel about your product? More importantly, do you care? Many brands will answer with a resounding yes, but several of them end up without taking any action to find out what is going on. And it’s not his fault, really! Collecting honest feedback is nothing less than an art form. Something that marketers and brand managers need to strategize for.
If you’re not indulging in the practice of fervently collecting customer feedback, how will you observe changing market preferences and find out what your target audience wants? Without hearing what customers have to say about your offering, there is no way you can modify or improve your product or service. So maybe
But you can’t just reach out to every customer to ask for their detailed opinion. Why? For starters, customers are busy people with limited time to provide valuable feedback. Second, a non-standard way of receiving feedback would leave you with an overwhelming mountain of data that you won’t be able to scale. So there is a method to feedback madness in which customer reviews are divided into four categories. And here it is!
3 effective customer feedback surveys with templates
Before you start, know that customers don’t like to write comment rolls, so create short, engaging surveys that fill out quickly. You can then email these feedback collection surveys to customers shortly after purchase.
However, here you run the risk of buyers leaving your email unopened. So be sure to write compelling subject lines that contain “powerful” words. Once you’ve given them a reason to open your email, make sure it contains a comment form embedded within the body. They shouldn’t have to click a link to go to another page and share their feedback.
These are the 3 most popular customer feedback forms that you should implement at varying intervals in emails or on landing pages. The intention behind all 3 is to capture different reactions, all of which will help you make your offering more salable.
1. Customer satisfaction survey or CSAT
No organization can prosper without this basic feedback form. Calculating your CSAT score is the fastest way to find out if your customers like your offer or not. During their email marketing campaigns, marketers share these forms with customers right after completing a sale. A CSAT survey is generally performed on a scale of 1 to 5 or 10 points, with 5 being excellent and 1 being poor.
Here’s a simple yet effective template that takes just a few clicks from your client’s end and gets pretty detailed feedback. Now you can also design a CSAT template in such a way that it receives some qualitative input along with a simple yes or no. For example, see the following CSAT survey template.
Why does this CSAT comment template work?
This template asks for an overall rating of the experience and also asks customers to rate aspects such as taste, speed of service, treatment of staff and cleanliness through graphics. Any diner will happily fill out this comment form as they can see it clearly; It will only take a few seconds to do so.
As for the restaurant owner, the information that comes out of a CSAT survey like this is easily quantifiable. They can also compare YoY averages and determine areas that need improvement. Finally, this template provides information on some of the most critical aspects of Subway’s business.
2. Customer Effort Score Survey or CES
Committing to a brand is an integral activity. It is not just about buying a product; it is also about the experience of acquiring it. Suppose your customer bought your offer once, but had a painful moment during the buying cycle. In such a case, the probability of repeat business is reduced. But you can avoid this by asking your customers about the ease of doing business with you with the help of a CES survey.
Here is a simple but effective template that allows you to measure a customer’s shopping experience with your brand.
Why does this CES comment template work?
Provides a one-question survey asking customers to rate their shopping experience with you. They can choose between 1 and 5 stars, and that’s all you need to find out if it made your trip as a buyer worthwhile or not. Most customers would rate their experience with you through this survey, and why not! It only takes a second.
Be sure to post a CES feedback form immediately after a purchase cycle ends. You can also integrate one when planning your email marketing campaign. Towards the end of the campaign, once the sale has been made, email them a relatively longer feedback form for more detailed feedback.
3. NPS or Net Promoter Score Survey
Nothing works better than when old customers bring in new buyers. If your business achieves this level of loyalty, consider your customers your fans. And the way to find out if they really are is through a floating NPS survey. This feedback form tells you how likely buyers are to recommend your product or brand to other potential customers. The responses to this survey tell you if your brand is leveraging some kind of word of mouth marketing network or not.
Take a look at this slightly detailed NPS survey template. You can use only the 1-10 part of the scale to get faster responses. But, if you want a more nuanced answer, the rest of the questions are vital.
Why does this NPS comment template work?
First of all, although this survey asks more than one question, it is a light filler for the client. It also provides a numerical value that you can compare to last year’s data. You can access a buyer’s online or offline shopping experience and also get a testimonial opportunity. So here’s a little template that speaks volumes in terms of customer feedback.
The bottom line
Although all of these templates invite different types of customer feedback, here are some common things to keep in mind when recording your feedback form.
- Get attention by keeping things short and simple. Remember, it only takes 8 seconds for an individual to be distracted.
- If you submit a comment form by email, please write a compelling subject line.
- Add graphics or images instead of using too much text.
- Minimize the number of question fields.
Equipped with the right customer feedback form, you can fine-tune your offers and the entire brand experience as well, keeping buyers coming back for more.