What Is the Best Way To Capture Customer Feedback Today?

Published on:
Wed Sep 04 2019
Customer Experience

When you capture customer feedback, you have the traditional way of doing so and the option of using newer technology that allows you to get instant feedback on your products or services. There are benefits with both options, and we want you to know them all. This way, you can make an informed decision on which option will work best for your business.

Capture Customer Feedback Instantly

Technology continues to evolve to offer new ways to get feedback from your customers. Capturing customer feedback instantly opens new doors for streamlining your processes and systems to improve your customer satisfaction. It lets you find out in real-time if your business is doing well or hitting a rut.

It works to reduce your response times to problems or issues. In turn, this can improve your customer satisfaction rate and it allows you to build a loyal customer base. It'll let you reach out to any unsatisfied customers much sooner so you can offer solutions to fix their problems. There is a validation factor for your customers as well when you give them an option to give instant feedback.

The ability to capture customer feedback instantly can improve your employee morale. There will be less unsatisfied customers overall, and this removes a lot of the stress from their day-to-day responsibilities. You end up with happier and more productive employees, and this helps to boost your bottom line.

Capture Customer Feedback the Traditional Way

The traditional way of capturing your customer feedback is by asking them to fill out a survey, call in, or fill out comment cards or online reviews. While this does work to get your customers' feedback across, it's a time-consuming process. The response time is much slower with this process, and this can negatively impact your customers' experience. They can quickly get dissatisfied, and this can lead to negative reviews that hurt your business's reputation.

It is slightly more cost-effective to set up this type of feedback, though. There is no new software to install or no learning curve to worry about. You simply hand out the surveys or slips and have your customers fill them out. Once you get them back, you can go through them and respond accordingly.

If you're part of a chain, the chain usually prints surveys right on the customer receipt. The feedback goes to corporate who filters it out and sends the results to each individual store. Again, this is time-consuming, and your customers may not feel as valued with them method.

How DropThought Can Help

At DropThought, we developed a way to capture instant customer feedback that's cost-effective. You'll know exactly what your customers are saying about your business, products, or services in real-time. We can also tailor our system for small and large businesses without a problem.

If you'd like to know more about our processes or systems, you can reach out and get in touch with our staff. We're happy to answer your questions, address your concerns, or set up a demo for you.