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The Zonka Feedback Blog

Feedback Management, Feedback Trends, Feedback Technology, Data & Analysis, amazing Survey Tips & New Features at Zonka

Making your Surveys and Feedback Forms more relevant

How do you ensure more participation from your survey takers? Creating surveys is just the first step. Surveys serve a dual purpose – they help you know more about your customers while it makes your existing and potential customers understand that you care. However, throw in questions that are lengthy and you could do without and you get disgruntled survey takers who may even want to do nothing with your brand. It’s important to be relevant and useful – your survey shouldn’t be too long, and it should address all effective areas of concern. It has to make the survey takers feel that the survey takes into questions their concerns and isn’t there solely from the business perspective to increase business profits. So, how do you do ensure and implement the best survey practices? Making the Right Customer Surveys: The Skills You Need The aim is to make your consumer surveys be more relevant both from a customer’s point of view and the business point of view. Surveys are a critical part that can help in developing a brand image and customer loyalty, and help build relationships to establish a successful enterprise. Here are some survey tips that will help you build a great survey. How relevant is it? Remember, surveys offer an understanding about the performance of the offered services. Are the services valuable to the customer? Services like banking solutions, technical services, marketing require a deep understanding of the market so as to ensure continuity of services and to be on par with the competitors.…read more

Challenges in Delivering a Great Customer Experience

How much do you know about your customers? Knowing personal tastes, preferences, income bracket and birthdays of your customers forms just the beginning of understanding customer needs. Often, the challenge is to study the data properly to understand what is effective and what does not make any sense. While the right data helps, it also boils down to how you collect the data. Formulating an effective customer feedback management system isn't an easy job. It requires in-depth understanding of what your customers are looking for and what you can do to meet their expectations. With increasing competition across all the major domains, it is essential that you deliver a great customer experience to have a profitable run on the market. Despite having everything right, you might be experiencing difficulty in meeting the expectations of your customers. By finding out the issues and then resolving them, you'd not only win over the confidence of your existing customers but also get new ones, thanks to word of mouth. Here is a list of some of the major challenges businesses face that hinders customer experience. Delivering consistent customer experience across multiple channels: Customers no longer evaluate your services based on individual touch-points. Instead, they look at the service, on the whole, as a single entity. Regardless of whether you're interacting with the customer in the store, via email or through a phone call, they should receive a consistently good experience. Systemizing the ‘customer feedback process’: Customer feedback is an essential component of any business that can help you…read more
5 types of questions to ask in a customer experience survey in restaurants

5 types of questions to ask in a customer experience survey in restaurants

Preparing a customer experience feedback form and survey for your restaurant guests is a tricky affair. On the one hand, you need to mindful in keeping the form short and relevant to not bore the guests and on the other you need to know about the customer and their experience at your restaurant to help you improve service and connect with your guests better. This one is hard to crack, we know. And going wrong can really ruin your guest feedback response rate in the restaurant. Don't fret. We're here to throw in some suggestions that can help you build a good survey. For starters, keep it small and relevant. You may be tempted to ask a lot of questions. But hold your horses. Your guests aren't going to be as enthusiatic. A good and effective survey should have between 5 to 10 questions. Anything more can lead to lower survey completions. We've listed 5 type of questions that you can ask your guests in a customer experience survey after they've dined with you at your restaurant. Customer Details Capture customer details will ensure that you can stay in touch with them even once they’ve left your business, by way of keeping them updated with latest additions to your menu, and reminding them about your promotional events and season discounts. Store their birthdays and anniversaries and sending them greetings on their special days. Nothing makes a person’s special day more than receiving an unexpected greeting, and doing so will enable you to create an indelible impression…read more
Paper Feedback Forms vs Feedback Forms on Tablets

Paper Feedback Forms vs Feedback Forms on Tablets

Collecting customer feedbacks is an essential part of running a healthy service-oriented business. It is the one activity that results in actionable insights for the business, letting the managers know which parts of their service demands correction and which parts need to be promoted and set as an example for boosting employee morale and establishing benchmarks. Hence, any business serious about improving their customer service must collect as many feedbacks from their customers as possible, and supplement this with thorough and accurate data analysis. When choosing the proper mechanism for collecting feedback from customers, business managers must keep the above in mind. The popular channels for feedback collection are – paper and digital (through tablets). Here are the advantages that are present only in the digital feedback collection mode: Novelty Let’s face it. Paper based feedback forms are passé. Presenting a shiny new tablet to your customer for collecting their feedback provides a novel new way of capturing their attention. Not only will they feel that you really care about their opinion (hence the investment on tablets), they will also feel a lot more encouraged in voicing out their opinion, letting you collect far more feedbacks, yielding much more actionable insights for your business, compared to paper forms sitting quietly in a corner. Ease of maintenance Paper based forms are much more “permanent” in nature in the sense that once printed, they cannot be modified very often. In fact, one has to wait till they run out (which can be quite a while since they…read more
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