To start collecting feedback we recommend you run a small test in one area of the business. It will help you gain experience, build confidence and prove that your new feedback process works. Once you’re happy, you can roll CustomerSure out to your full business.
Step 1: Pick a touchpoint in a customer journey.
It’s always important to make sure the timing is right for your customers. If possible, it’s a good idea to invite feedback straight after your customer has interacted with you. For example: after a sale, a project, a support call or a customer service email.
To send out a survey, you’ll need the email addresses for the customers that have interacted with this touchpoint, so pick something where it won’t be hard to access that data (i.e. via a CSV report from one of your existing systems).
Step 2: Schedule Feedback Requests
Once you have the email addresses you can schedule the feedback request emails, perhaps once a week to start with. It’s usually quickest to get started by manually collecting feedback, and when you’re ready (or if prefer) you can look at automating feedback.
Step 3: Follow up
Once you start receiving feedback, you’ll want to view it and start replying to your customers.