Are you looking for ways to improve your business and keep your customers happy? Gathering customer feedback is a great way to do just that. But, there are some dos and don’ts you should keep in mind. In this blog, we will explore some of the most important dos and don’ts of gathering customer feedback.

DO make it quick and easy for customers to provide feedback 🙌

One of the most important things to keep in mind when gathering customer feedback is to make it quick and easy for customers to provide their input. You don’t want to waste their time with lengthy surveys or complex questions. Instead, make the process as straightforward as possible.

  • Use simple language and ask direct questions.
  • Keep your survey short and to the point.
  • Offer incentives for completing the survey.

A smiling customer quickly filling out a short feedback survey on their phone

DON’T ask leading questions 🚫

Leading questions can skew the results of your customer feedback survey. You want to gather honest and unbiased information from your customers, not just validation for what you want to hear. Avoid asking leading questions that can sway their opinions.

  • Avoid loaded phrases like “don’t you agree?” or “wouldn’t you say?”
  • Stick to neutral language that is free from any bias.

A customer looking confused while reading a leading question on a feedback survey

DO prioritize customer feedback 🤝

Your customers are the lifeblood of your business, so it is important to prioritize their feedback. Make sure that your team is responsive and taking the feedback seriously. Show your customers that you value their opinions.

  • Respond to feedback in a timely manner.
  • Use the feedback to make positive changes to your business.
  • Keep your customers in the loop when changes are made.

A happy customer receiving a response to their feedback and feeling listened to

DON’T ignore negative feedback ❌

It can be tempting to only focus on positive feedback, but that won’t give you the full picture. Negative feedback can be just as valuable, if not more so, than positive feedback. Don’t ignore it or sweep it under the rug.

  • Thank the customer for their honesty and feedback.
  • Address the issue and make changes if necessary.
  • Use the negative feedback as an opportunity for growth and improvement.

A business owner receiving negative feedback and taking the time to address it in a thoughtful manner

DO ask for specific suggestions 🤔

When gathering feedback, it is important to ask for specific suggestions that can help you improve your business. Ask questions that will generate actionable responses, such as “what can we do to make your experience better?”

  • Ask open-ended questions that allow for specific feedback.
  • Encourage customers to be detailed in their responses.
  • Use the feedback to make targeted improvements to your business.

A customer sharing specific suggestions on how a business can improve in their feedback survey

DON’T assume you know what’s best for your customers 🤔

Don’t assume that you know what your customers want or need without asking them directly. Assumptions can lead to potentially costly mistakes and missed opportunities. Instead, gather feedback and let your customers guide you in the right direction.

  • Avoid assuming what your customers want.
  • Take the time to ask for their opinions and feedback.
  • Use the feedback to make informed decisions about your business.

A business owner realizing they shouldn't assume they know what their customers want in their feedback process

In conclusion, gathering customer feedback can be a crucial tool in improving your business and keeping your customers happy. By following these dos and don’ts, you can ensure that you are gathering honest, actionable feedback that will help you make positive changes to your business.

Image Description

An image of a satisfied customer filling out a feedback form on their phone. The form is simple, straightforward, and easy to complete. The customer is smiling and appears to be happy with the process.