How can you gather customer feedback?

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What are the benefits of LiveAgent?
Improved customer loyalty
Better customer experience
Smooth customer journey
Customer retention
Customer happiness
Before we dive deep into ways of gathering customer feedback, we need to define the 2 types of customer feedback.

What is the difference between solicited vs. unsolicited feedback?
Solicited feedback is when your brand reaches out to customers to get feedback. On the other hand, unsolicited feedback is when a customer is motivated to provide a review without any stimulus or suggestion. For instance, you can get feedback on Google Reviews. We suggest you turn on Google Alerts to monitor and efficiently deal with any negative feedback.

Now that we have defined the differences let’s get back to the ways your brand can get solicited feedback. There are multiple ways to gather customer feedback. However, what might suit one industry does not have to suit yours. Test it out and see what kinds of surveys work for your customers.

3 ways to gather customer feedback
Personal interviews
The best way to learn from customers is face to face. Not only will you receive information, but you can also usa phone number data see the customer’s body language. Overall, it provides more insights since the interviewer can ask more clarifying, following questions to gain deeper insights into the consumer’s perspective about the company. This approach is a qualitative method of a customer survey. Not sure if you should use this method? Firstly, assess the goal you’re trying to reach. If your goal is to gain information from many customers, you should opt for a quantitative option through email surveys. But if you want to gain more insights into customer perspective, opt for personal interviews.

Email surveys
According to SurveyAnyPlace, the average response rate is around 33% for different communication platforms. The email survey rate is approximately 30%, which is pretty good since customers receive more and more spam emails every day. SurveyAnyPlace recommends creating an email survey subject line without the actual word “survey.” It will increase your response rate by an astonishing 10%.