Are you a restaurant, hotel, retailer or other business trying to get a complete picture of the customer experience by also hearing from those who didn’t make a purchase? The people who walked out of your store, or left before being seated in your restaurant, or went next door after parking in your lot?
To capture feedback from non-customers, you need to engage them “in the moment” — that is, while the customer experience is happening, not after it is complete. But how? Most feedback capture methods are triggered by the completion of a transaction (such as printing survey URLs at the bottom of receipts) — so they inherently exclude all non-customers.
Mobile, with its increasing ubiquity, is key to capturing “in the moment” feedback. Not only do most people have mobile devices — 77% of millennials has smartphones in 2012 and another 7% planned to buy one within the year.* — but also consumers are integrating mobile devices into the way they shop: checking product availability, product reviews, and prices. Asking shoppers for feedback about their shopping experience via mobile is just an extension of how they’re already using the phone. Mobile feedback makes it easy for them to share.
Below are some of the ways in which TidySurveys’ Customer Feedback Survey Tool can help get you valuable feedback from non-customers (as well as customers!) in the moment:
I just want to throw this quick tidbit in to this post — recently I dined at a restaurant in Chicago where customer feedback was very important to them, they had survey flyers on every table, inserted within the jacket they deliver the bill in, and neatly stacked on tables near the front entrance. I felt compelled to offer them customer feedback, so I grabbed one of the many readily available forms. And to my surprise, they printed the survey forms on a type of glossy paper that was essentially resistant to ballpoint pens. After trying two separate pens I gave up — crumpling and recycling the unfilled survey form. Sad. Opportunity missed.
Now, after reading this post, I hope you feel equipped with ideas and tactics to start exploring the process of collecting customer feedback. TidySurveys supports all of these mobile-enabled approaches to collect “in the moment” customer feedback.
Not only that, TidySurveys recognizes the type of mobile device a respondent is using and serves a survey that fits that specific device in length and width, as well as layout.
Are you looking for ways to gather more “in-the-moment” customer feedback? Visit us here – we can show you how!
*The Millennial Impact Project, 2012 Millennial Impact Report
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