It can be challenging to understand your customer feedback.
Perhaps your new product isn’t selling smoothly, or your big holiday sale was a disaster. There are bad days in every business—however, a good way to find out why is by gathering feedback from your customers.
If you can efficiently collect it, you’ll gain access to a completely new universe of information about how to meet your shoppers’ needs.
Take a look at the top ideas for gathering customer feedback. This will assist you in creating the best customer feedback techniques for your eCommerce stores.
The most popular way of gathering feedback from customers is through surveys.
A survey might help you get relevant feedback on areas you wish to concentrate on. Create questions that allow you to gather customer input on the issues that your eCommerce store is grappling with.
Surveys can also be easily conducted using free platforms such as SurveyMonkey, Google Forms, and Typeform.
Customer surveys, on the other hand, have certain limitations. One of these is that most people will not complete lengthy surveys. But even if they do, they’ll most likely be answering the questions in a random manner by the middle of the survey, anyway.
To combat this, keep your surveys as concise and focused as possible. When conducting a feedback survey, just ask questions that are relevant to your business.
When a shopper tries to abandon their shopping cart, request their feedback.
When shoppers abandon their carts, it’s a great moment to get feedback from them.
Cart abandonment rates on eCommerce platforms are as high as 68 per cent. As a result, you’ll have plenty of opportunities to gather feedback from shoppers. You can lower your cart abandonment rates while improving your engagements & revenues by capitalising on that feedback.
To allow shoppers to clarify why they didn’t complete their purchase, you can employ a popup with a little dialogue box.
Alternatively, you might ask shoppers a multiple-choice question to find out why they abandoned their cart. The following is an example of a common set of response options:
- Sudden charges at checkout
- Another site had a sweeter deal.
- The process was too slow.
- Inconvenient delivery options
You can use the LeadForza exit-intent popup to capture customers and gather important feedback just as they are about to quit your site.
Request feedback as soon as possible after making a purchase.
Another amazing idea is to collect feedback from shoppers as soon as possible after they make a purchase.
Post-purchase customer experience is crucial in driving repeat purchases.
Feedback from customers at this point ensures that you’re creating a strong connection that will turn a one-time shopper into a long-term customer. Your shoppers will feel appreciated if they can contribute to a brand or business they adore.
Furthermore, buyers who have recently purchased something are in a good mood. They’re a lot more communicative. Make the most of this opportunity by displaying an interactive message shortly after they make a purchase.
Consider the following example. The next order will be discounted by 20% if you provide feedback. Shoppers will be more likely to answer your enquiries and become repeat customers as a result of the discount.
Make it simple to give feedback by using icons.
Not all of us have the time or interest to complete lengthy surveys regarding our digital shopping experience. Utilising interactive icons that let your shoppers express their feelings is one method to boost response rates.
You can instantly gauge the mindset of your shoppers. Collecting a large number of quick feedback can assist you in overcoming challenges that negatively impact all users.
Popups from LeadForza allow your shoppers to provide feedback easily and quickly. Icons such as stars, emoticons, thumbs up/down, and custom graphics are excellent interactive attention-getters.
Create special customer feedback forms.
It’s essential to give your shoppers an email address where they may voice their concerns and issues.
Shoppers will know where to write an email when they have a concern as a result of this simple action, which will increase your company’s trustworthiness.
You may go even further by offering a customised customer feedback form. You can direct shoppers via a quick survey to learn more about their concerns.
Add an open box where users can report any issues with your website that you may be unaware of.
Make sure your email or feedback form is prominently displayed on your site. This is where you’ll see the most results.
Analyse the quality of your customer service.
Once your shopper’s complaint ticket is remedied, send them an email survey to see how they feel about your service.
Check with your shopper to see if they are pleased with the service they received. You can also find out about their satisfaction with your customer service team.
When the number of survey questions is kept to a minimum, this method works well. An easy way is to ask your shoppers to score their experience on a one-to-five score.
These scores can reflect your overall level of customer satisfaction. If your level of satisfaction rises or falls, you can explore why that happens.
Order confirmation page
Your order confirmation page is a great place to get feedback from customers regarding their online buying experience.
Enquire if shoppers have any trouble accessing the site and finding the needed products if they are satisfied with the existing options, and so on.
Ask as few queries as you can.
This feedback can be a valuable source of data and can help you improve the accessibility of your eCommerce site.