7 Things To Ask In Your Customer Feedback Survey
There's a couple of tips and tricks for getting the most out of your customer feedback survey, if you're not already doing one...you need to. Getting feedback for your customers is supremely important on so many levels. Chief among them, you are not a mind reader and don't know what people are thinking. This gives you a tiny little morsel of an idea of what is going on inside of your clients head.
Now, these upcoming questions are just suggestions and you can feel free to not limit yourself to just these seven. I like odd numbers and keeping it under 10. You'll have a higher return rate by keeping it short and simple.
Let's get this road on the show. 🏎💨
1. How would you rate your experience with the Photo Booth?
I like stars, because let's face it they're pretty. Haha! Seriously though, it sets a standard and stars are more fun to give. We're in a FUN INDUSTRY! We can't take ourselves too seriously. Also 5 stars is a great way to measure against other platforms that may be out there like Wedding Wire and The Knot. 10 is far too many, and personally I will always score lower when given the option of 10 versus 5.
2. Considering the overall value of the product and service you received, was it..
A)An exceptional value, worth more than you paid for it.
B) A good value, worth about what you paid for it.
C) A poor value, worth less than you paid for it.
I like this because you're commanding a very simple response. You get to see where you're value lies versus the price the customer paid for it. This is such a honed in and targeted question where the customer can exactly articulate what their thoughts are without having to search for the words.
3. Would you recommend us to a friend?
This is a huge Net Promoter score question! Net Promoter Score (NPS) is a management tool that is used to measure the loyalty of a company’s customers. This customer loyalty metric was developed by Fred Reichheld, Bain & Company, and Satmetrix Systems. By a simple yes or no question, you're getting down to the bottom line and seeing if they would recommend you or not. I don't like this question being a 1-10 scale question because someone is either going to recommend you or they are not. If they say no, then you clearly have a problem on your hands. If they say "No," I would follow up with an explanation box as to why they feel this way.
4. What options did you consider before deciding on using our service?
This is huge because there's a great opportunity for you to find out what your customer was thinking when they were in the buying process and what was important to them. Did they want the cheapest price? Did they want social media options? Were they really focused on the design of a photo layout?
5. How likely are you to use us again in the future?
This one I think should be a 1-10 scale kind of thing. I normally don't like 1-10, however there really isn't another way to get this kind of information out of someone. If it's a wedding, someone may not use your service again simply because they don't need it and that doesn't have anything to do with you.
6. If you could change one thing about our service, what would it be?
This is where you sit back and just let your customer say whatever they are going to say. Please do not take any of this personally. People are going to be honest, not knowing who is reading this on the other end. They might think that it's going to some sort of supervisor for a ridiculously large company (which it very well could be). However, often enough you are the person that will be on the receiving end. Again, don't take it personally this is nothing to do with you but the service of the company. Sometimes a client might say that everything went well, sometimes they might say that the sales person should have been faster. All of this information really should be taken in a very constructive way. Keep in mind that you're not going to please everybody, so by no means lose sleep over this.
7. What else would you like us to know?
Here is where the customer is going to have at it and you will find out things that you never even thought of. Open-ended questions really are the key to success. If there was a particular person on your staff that they were impressed with, this perfectly worded question will let them express that. More often than not, your customers will use this opportunity to say how well things went and parts of the process that were easiest on them or made the most impact.
Some words of caution. Do not ask leading questions, you won't get honest answers. Don't say things like, "How was your overall experience using our top-notch, first-class Photo Booth?" This happens far too often, and you're not going to benefit out of this at all. If you use words like this, and for some reason your client wasn't happy, it will absolutely AMPLIFY the situation and then you're going to wish that you never asked open-ended questions because *you will* hear it and then your client will tell you their honest opinion.
Customer Feedback surveys are such an under utilized tool that you can generally start for free. The information that your clients will give you will be invaluable.
PRO TIP! When the client is finished with the survey, place it with the file of the reservation, that way whenever you need to look up the event in the future, you will know how the client felt with your service and it will refresh your memory!
There are plenty of places where you can host your surveys!
Here are a couple that can be of use to you!