You’ve likely experienced it before: a company asking for feedback at the most inconvenient time or bombarding you with endless questions. It’s far from enjoyable. Many companies are hesitant to request feedback because they don’t want to irritate their customers. But rest assured, asking for feedback doesn’t have to be annoying at all. In this article, we share 6 tips to help you gather feedback in a way that keeps the process irritation-free.

1. Choose the right moment

2. Choose the right channel

The channel you choose for your feedback request is equally important. You can send your request via email, WhatsApp, social media, or in-app messages, each with its own advantages. For instance, email is suitable for more detailed questions, while a brief WhatsApp message might be better for a quick check-in. Different groups also have their own channel preferences, so it’s wise to investigate which channels your customers prefer. Experimenting with various channels is recommended. It’s also possible to use multiple channels simultaneously (cross-channel), which increases the likelihood that customers will respond to your feedback request.

3. Ask questions that are relevant at that moment

It’s crucial to ask questions that align with the situation the customer is in at that moment. Right after a chat with customer service, a customer is likely still willing to provide feedback, but that willingness may significantly decrease a day later, as they are already focused on other things. By concentrating on the right timing and context, you increase the likelihood that customers will actually respond to your questions. Automation can play a significant role in this process. With the help of automatic triggers, you can, for example, send a feedback request immediately after an interaction, such as the conclusion of a chat session or the receipt of an order.

4. Don't ask for feedback too often

If you ask for feedback too frequently, you risk irritating your customers, which is something you want to avoid. Here, too, you can leverage smart rules in your feedback tool. For example, set limits on how many surveys a customer can receive within a specific period. Some feedback tools (such as Insocial) also offer cross-channel customer recognition. This ensures that a customer only receives one survey, even if they are asked the same question through two different channels within a short timeframe.

5. Keep it short and simple

No one enjoys filling out lengthy questionnaires. Therefore, don’t ask too many questions, and keep them short and to the point. Additionally, use clear language and avoid jargon. The easier you make it for your customers, the more likely they are to be willing to provide feedback the next time.

6. Follow up on the feedback

Following up on feedback is just as important as collecting it. Show your customers that you value their opinions by letting them know what you’ve done with their feedback. This could be through an email explaining the changes you’ve implemented based on their suggestions. By doing this, you demonstrate that you take their input seriously and that their opinions truly have an impact. This increases the likelihood that they will be willing to provide feedback again in the future.

With insocial, providing feedback becomes a pleasant experience

• Create intuitive surveys,
  that are easy and enjoyable to fill out.
• Use smart rules,
  so that you always request feedback at the right moment.
• Set a maximum number of surveys per period,
  to avoid bothering customers too often.
• Utilize cross-channel customer recognition,
  so that you don’t ask for feedback twice.
• Respond to feedback through our action center,
  and show your customers that your take their input seriously.