Customer Feedback Surveys
Leverage customer feedback management and analytics to make data-driven business decisions that benefit your target audience and service and product teams.
In an era where opinions are effortlessly shared across various digital channels, it is crucial to take the time to listen to the voice of the customer and understand what makes them want to keep doing business with you. Customer feedback surveys are a great way to do this. They are a direct, honest source of information that answers why loyal customers enjoy their experiences with your company, why others don’t, and what you can do to improve.
As a trusted customer feedback analytics software provider, RingCental Contact Center is confident in helping figure out the best ways to create enhanced customer journeys and interactions.
|Mobile phone networks||35|
|Mobile phone networks||35|
|Software and apps||31|
What are customer feedback surveys?
Customer feedback surveys are one of the most used market research tools. They are designed to capture comments, reactions, and suggestions from respondents. This includes both positive responses and negative reviews about a company’s new product usability, service, or customer support.
Traditionally, businesses collect feedback through paper comment cards or suggestion boxes. Nowadays, organizations have switched to a more digital approach and opt to gather customer feedback in real-time through:
- Email surveys
- In-app surveys
- Website pop-up surveys
- Phone surveys
What is customer feedback management (CFM), and how does it work?
Simply put, customer feedback management (CFM) is the process of utilizing feedback to gain actionable insights on how to drive customer satisfaction and loyalty. It helps businesses align efforts to achieve desired results.
Managing a customer feedback loop involves the following steps:
Gather feedback from your customers through the channel of their choice. Meeting your users where they are and selecting the best type of survey tool is essential in collecting information.
Once organized and translated into digestible graphs, dashboards, Excel spreadsheets, and charts, customer feedback data can be analyzed to properly identify trends, recurring problems, and areas for improvement.
This involves sharing your findings with relevant departments (product development, product management, marketing, sales, support, etc.) in order to create new processes or policies. Implementing changes with a sense of urgency shows that you are invested in making your customers happy.
To complete the customer feedback management process, you need to follow up with your respondents. This is a crucial step in building relationships, letting them know they have a voice, and showing appreciation for the customers’ time and efforts in helping you improve.
The benefits of RingCentral feedback analytics
Gather unbiased user feedback through the communication channel of your choice: email, IVR, SMS/text, social media, and more.
Stay up to date on the latest industry trends with peer benchmarking and effortlessly visualize data through an interactive survey results dashboard.
Eliminate misinterpretation by funneling service and product feedback straight from the customer to the agent.
Identify positive and negative patterns in agent behaviors during interactions, and craft personalized coaching plans based on completed survey data.
Review NPS and CSAT performance for your entire industry and understand where you stand compared to your industry peers.
Increase response rates and agent engagement, reduce turnover rates, and empower staff to self-coach and identify opportunities for improvement.
4 types of customer experience surveys
In order to effectively collect customer feedback, it is important to ask the right questions and choose the most suitable template for your demographic. You wouldn’t expect your customers to respond to a snail-mailed 5-page survey or a random robocall, would you? A well-designed questionnaire not only prioritizes the inclusion of easy-to-understand survey questions, but also takes into account the convenience of the people answering it.
If you’d like to give feedback collection a go, here are some that you could try:
Exit customer surveys offer a glimpse of the main reasons for having low customer retention and high cart abandonment rates. Feedback data can be used to gain actionable insights so businesses can meet existing and new customer expectations. These surveys can also be used to capture information that can be used for future email marketing campaigns.
This online survey usually consists of close-ended questions or multiple-choice questions that limit survey responses to a focused area (e.g., reasons for canceling their SaaS subscription, switching to another e-commerce platform, and more).
Discover RingCentral contact center solutions
Customer needs and expectations are always changing. As part of the business world, we must find innovative ways to make sure the customer journey continues to be a smooth, pleasant, and satisfying experience across multiple channels and touchpoints. RingCentral combines customer feedback analysis with the functionality you need from an all-in-one contact center platform: omnichannel routing, CRM integrations, automation, workforce engagement management, and more.
Contact the RingCentral product and service team today to learn more about our offers and pricing. We’ll help you achieve customer success.