8 Ways To Get Honest Feedback From Customers

Customer feedback is one of the most valuable tools available to ensure the success of your business. Providing different avenues for customers to give their honest opinions has become easier, thanks to the Internet.

“Snail mail” still has a valuable place in customer service, satisfaction and feedback. Online feedback forms, however, are quickly becoming the chosen method for gathering customer opinions. By using any of the eight following methods, you can provide ways for your customers to give you their honest feedback.

1. “Snail mail” – Using the postal service to deliver surveys, feedback cards and polls is a classic method of getting customer opinions. This method provides a personal touch because you can add a handwritten note to each form, encouraging customers to be honest.

2. GetSatisfaction – This unique feedback program utilizes a knowledge base created by your company and customers. Customers can quickly search other questions, ask their own question, make suggestions, and even offer praise. GetSatisfaction features an easy setup interface and a free trial.

3. KISSinsights
– This exceptional online survey software operates differently than other survey software. A small widget slides up from the bottom of the screen, asking customers no more than two questions. Customers can quickly enter their honest answers with minimal effort. KISSinsights includes a free plan with ready-made questions or you can create your own questions with the affordable premium plan.

4. Zoomerang – This survey software features embedded surveys for your website, detailed reports and easy-to-read graphs for analyzing results. Tutorials and guides help even the inexperienced user to create a useful and detailed survey. Zoomerang offers a free plan that allows you to create surveys containing up to twelve questions. Two annual plans offer unlimited questions.

5. Usabilla – Usabilla is a program that allows you to test your website at any stage of development. Simply create your test, invite your customers to participate and review the results. This program includes a free plan and makes it easy to see what people like about your website and which areas need improvement.

6. QHub – This easy-to-use program takes the guesswork out of creating a question and answer form. With a fifteen-day free trial, you can quickly create a simple question and answer website for your business. Users can ask their own questions, search other questions, answer questions, and leave feedback.

7. IdeaScale – This simple interface allows customers to leave their ideas and feedback for your website. They can then vote on ideas and the ones with the most votes rise to the top of the list. This makes it easy for you to see which ideas concern customers the most. IdeaScale has three pricing plans, including a free option.

8. CrowdSound – This interactive software encourages feedback from customers and lets them track your responses. CrowdSound is available as a separate website or as a widget and comes with a free plan.

Although “snail mail” surveys and feedback cards are still useful, especially for the personal touch, online feedback forms are more convenient.

By utilizing one of the many ways to gather customer feedback, you can encourage your customers to participate, build relationships with customers and improve your website and business.

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Comments

  1. Utah carpenter's Gravatar Comment by Utah carpenter on December 31st, 2010 at 9:17 am

    Getting customer feedback is more important than ever before. I am going to use your recommendations.

  2. Nate's Gravatar Comment by Nate on December 31st, 2010 at 11:47 am

    I’m sure these tools are all good for gathering customer feedback, but how well do they report necessary information to people who can make improvements?

    Collecting feedback, or listening to your customers is only part of the solution. The hard part is getting the right information to the right people. Can anyone give me insight into how these solutions can accomplish this?

  3. Brian's Gravatar Comment by Brian on January 2nd, 2011 at 9:47 pm

    Good list… I would also recommend 4Q, which is a free website survey system. It integrates with google analytics and allows you to control the frequency and the questions. I have had some really good response rates using it and to my surprise there were a number of people that completed the open ended questions. Worth a shot and the price is unbeatable. Good list though.

  4. Mark Copeman's Gravatar Comment by Mark Copeman on January 3rd, 2011 at 4:09 am

    Hi – great set of suggestions and wanted to suggest a new service for #9 in the list…

    http://www.customerthermometer.com

    It’s been developed because customers don’t have time to give feedback and fill in surveys in today’s fast-paced business environment – so why not make it easy for them!?

    Love to know what you think of it!

  5. Catherine's Gravatar Comment by Catherine on March 8th, 2011 at 1:25 pm

    Great suggestions. Here is another great tool to add to your list: http://www.featureset.com

    This is a great tool for Customer Feedback Management, Requirements Management & Task Management all tied in with a social collaboration to connect all stakeholders to the development process.

    Cheers,

    Catherine

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