What is a Customer Feedback Form?
A customer feedback form is a process of obtaining feedback from customers. It helps to improve services or products and also the essential understanding of the business users. It is known to be one of the most economical and efficient processes for understanding customers and evaluating client satisfaction.
Feedback forms are one of the most efficient ways of communication between customers and businesses. The client can provide the company with their suggestions, experiences, or requirements. Several feedback forms are available for reaching out to clients. HTML feedback forms are the easiest to design and build with the aid of software tools.
If more security is needed, feedback forms can be built from CSS/PHP. Customer feedback forms are easy to create into most websites, as they do not need error handling or complex data.
Quality customer feedback forms must consist of simple design and user-friendly. Visual request and usability are necessary factors when it involves creating a quality customer feedback form. One of the numerous features of customer feedback forms is the white space for "free text box" or writing. Other practices to keep in mind for customer feedback forms include keeping the language consistent and straightforward. Most times, customer feedback forms contain regular rating scales too.
There are a lot of advantages associated with customer feedback forms. First and foremost, they help in building a customer-focused culture and assist the business to improve its products and processes. Another essential benefit is in reinforcing and appreciating employee characters. It helps to evaluate the impact of business improvements, investments, and decisions and also assists the management in concentrating on the right things for the business.
What Makes a Customer Feedback Form Work?
A good and quality customer feedback form will get you a lot of replies or answers. Follow these secrets to create customer feedback surveys that your clients will be happy to fill in.
#1 Create intentional questions
There is no need to waste time designing a great customer feedback form if you don't know the reason why you are asking what you are asking; otherwise, you will be wasting your time and that of your clients. Be sure to be intentional. Do your findings of what data you will require from your customer to enable you to improve your product.
Questions such as, "what do you think?" can be too coarse and won't provide you the exact details you need. Do well to concentrate on that information. But allowing customers to write freely by adding a "free text" box is a great way to enable them writes about things you might not have necessarily expected. Using multiple-choice fields will only provide you the replies or answers you are presuming.
The best method to be intentional is to reduce the number of questions to enable you to ask those that have the exact objective of understanding your client's experience with your website and product. The fewer the questions asked, the more likely you will achieve your goal.
Also, use compatible, and plain language that is simple and direct to understand, and your customer feedback forms should be free from cant.
#2 Timing matters
Surfacing a customer feedback form at the right time will give you more replies. For instance, requesting feedback on a live chat experience is something valuable to do. The timing is perfect as an agent has just helped the individual and the discussion is still fresh in their memory. Assimilate that experience to sending a customer feedback form for a physical product as soon as the customer placed order online. It is doubtful they will return to find the customer feedback form after they have received the product.
If possible, embeds customer feedback form in your email campaigns to enable you served up contextually. This will result in a faster and better engagement, as well as more substantial completion rates, and more customer data.
#3 Give customers a voice
This clue is somehow linked to being intentional. You need to show that you won't forget your customer's feedback. Don't request your customer's feelings about a product if you are sure you will be concerned about their idea enough to acknowledge making any changes to that product. Your clients need to be sure their plan is heard and put into action.
For instance, immediately after every product interaction at YETI, clients receive an email survey that provides them a voice to share their user's experience and helps the organization to carry out immediate action based on the feedback. Genuine survey replies helps management to retrieve customers immediately, assisting to lower churn and improve loyalty.
#4 Use the customer feedback forms as if they were one of your products
Customer feedback forms are also a way for a product to unveil itself in front of customers. Ensure your feedback form is customized with logos and colors so that you also communicate who you are through the form. By so doing, your customers will recall who they are taking the survey for, and your clients know who you are when they decide to respond to your questions.
For instance, GetFeedback allows you to insert a logo, select a perfect color palette, build a custom URL, and add fonts so that you can relate your identity effectively.
#5 Good customer feedback forms have great design
Even as a novice in design, there are some essential design rules you need to follow to make your customer feedback form easy to use and visually attractive to your client.
- Leave enough of white space: Your feedback form should be visually neat and appear organized so that your customers don't feel it will take too much of their time and complex to fill in.
- Label the form fields: putting each label close to its right field lowers the time it takes for a customer to complete the feedback form. If the label is not close to the field, it makes the user's eye to travel to and fro to avoid making a mistake. This increases effort time and hinders the process.
- Make all fields optional: It's for customers to choose what they want to fill in and what they don't. If you make some fields compulsory, the chances are that they will abandon the feedback form halfway even before they complete it.
- Use a logical flow: Follow sequential orders so that the interaction will flow in the same way as it is experienced.
- Allow customers to choose their preferred device: To increase the chance of individuals giving feedback ensures it looks good and simple to respond to irrespective of which device they come from.
Direct feedback from your customers can improve the quality and effectiveness of how you operate your services. It helps you to identify the lacking space and solve client issues, as well as helps to prevent the spread of negative reviews.