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The Zonka Feedback Blog

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

When is the best time to collect Customer Feedback?

When is the best time to collect Customer Feedback?

There is an age-old question, “When is the best time to collect feedback from my customers”, finally, the answer has been nailed down. The absolute best time to gather feedback is right now. Feedback is vital to your business, and it is important to get that information as soon as the customer has engaged with your company to get the most valuable feedback. The main reasons you need to be proactive about getting clients to complete a feedback survey are outlined for you below. Keep the Brand Fresh Companies need to be collecting feedback as soon as possible for the sole reason of the customer may be busy and could confuse their visit with your business and another. Being able to recall an event with clarity, a customer service agent, or even an employee all play a part in getting a score that allows you to improve. If you wait several weeks before sending out a survey, your client may have very well forgotten all about their visit with you! Ask For It When It Matters While knowing about a customer's experience is important, for most data, you want to be able to hone in on one aspect. It is important to remember that not every moment of the experience needs to be inquired about. Instead, you may ask about their visit on that day if they tried a particular product or the similar. Narrow your scope for more conclusive data. Catch Them While They Are There Most often, customers will neglect to leave feedback…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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