How to Get And Use Customer Feedback: 6 Tried and Proven Methods
Blog    ecommerce    How to Get And Use Customer Feedback: 6 Tried and Proven Methods

Your Shopify store's potential customers have stories to tell. Some of these tales have happy endings, while others are fraught with twists and turns. Occasionally, horror stories may pop up.

Regardless of the genre, you need to read and act on customer feedback stories if you wish to skyrocket your business. The proofing is in numbers: 64% of business owners say that prioritizing customer experience (CX) is the key to their soaring profitability. 

But before benefiting from prioritizing CX, you need to understand the mechanisms of collecting customer feedback and how you can use that feedback to your advantage. 

How To Get Feedback

Here are the most frequently used feedback collection tools and mechanisms:

1. Feedback Emojis

Looking to quickly collect feedback about a product without squeezing a lengthy questionnaire into customers' inboxes? With the help of tools like Emojics, you can unleash your creativity by using emojis and reaction buttons. 

Add the plugin on each product page and ask customers about their opinions. They'll simply click on the emoji based on their reaction. 

The tools allow you to customize the appearance, change emojis, and try different questions. They help you see each product's performance and people's reactions. That way, you'll strive to stock only the best.

2. Live Chats

Apart from helping you support customers' experience, Live chat allows you to gather feedback. 

One trick is to use an after-chat survey since customers are more likely to give feedback after their issues have been solved. It's best for collecting feedback about the live chat customer support just the customer just received.

You can also opt to use a pre-chat survey to collect feedback about an item, service, or anything else. Just be sure you don't overwhelm the customers or visitors. 

Here are our best tips:

  • Keep it short and simple. 1-3 simple questions are enough.
  • Ask relevant and highly personalized questions. Don't ask customers about those blue sneakers in your store when they haven't seen them yet.
  • Present separate surveys for each product.
  • Use a 5-point Likert scale or Multi Choice Questions (MCQs) to give visitors freedom of choice.

3. Exit Intent Popups

An exit-intent popup springs into action when a visitor intends to leave your website before taking any action. For instance, when they navigate towards that X sign on the browser's tab a few moments after landing on your page, the popup is triggered. 

Use the right questions to find out why visitors aren't buying. In exchange for their honest feedback, offer a gift, discount, free shipping, or anything else that's valuable and thoughtful. 

But be careful with your popups. Google frowns at popups that block the entire screen or have poor UX. 

4. Through the Delivered Package

As customers get their packages, they tend to scan through the attached receipt. Why don't you grab this opportunity to nudge them to give feedback?

A scannable QR can make their job a breeze. Also, remember to keep the surveys short and simple. They're eager to open their package, not to answer lengthy and confusing questions.

5. Emails

Your automatic order status emails can do more than share order details. For instance:

  • The order confirmation email can have a customer feedback module. With this module, you can collect feedback around your items' ranges or specific items the buyer purchased. 
  • How about asking for feedback about the delivery experience on your order delivery email?
  • Your post-delivery follow-up email can have customer feedback or a Net Promoter Score (NPS) module.

Another idea is to create a feedback email campaign, especially if you want to conduct a complete or large survey. 

Now, unless you promise to compensate the respondents for sparing their precious time, the response may be disheartening. So throw in some valuable compensation such as a gift, coupon code, or gift card.

More tips:

  • Personalize the emails
  • Keep them simple and short
  • Create a mobile-friendly survey and email copy
  • Include a clear subject that communicates the email's purpose
  • What's in it for the respondents? Tell them.
  • Split-test different email copy and subject lines to get what works best

6. On the Thank You Page

After completing a purchase, a shopper will want to share their purchasing experience or views concerning the product range they purchased from. That's where an NPS module or feedback form at the "Thank You" page comes in.

Don't force them to give feedback- it should be optional. Instead, use a catchy and enticing copy to skyrocket the feedback.   

How to Use Customer Feedback

Customer feedback objectives can be multiple and layered. Here are our best uses of customer feedback.

  • Build Social Proof

More people will want the same product being praised by others. So include that attractive feedback on your testimonial pages, social media posts, blog posts, email content, and other content channels.

1. Discover Your Niche

With customer feedback, you can discover where you belong regarding verticals and products to sell. No more spending huge sums on experiments and trials. 

As you analyze feedback from a wide range of verticals and products, you'll start to see patterns of your happy customers, their desires, and their pain points. Use these insights to stock only the most sought-after products and strengthen the customer experience.

2. Prevent Customer Churn

You'll get several negative feedbacks. That's bound to happen. But don't sweep them under the rug and remain mum, lest they come back to haunt you.

You see, a shopper who has taken the pain of providing their feedback is more likely to let their friends know about their disappointments. The compounding effect is something that you don't wish in your business.

So use the negative feedback to your advantage.

  • Message back, call or reply to every feedback as soon as possible to get to the root of the customers' pain points.
  • Do all you can to rectify the issue and check on them regularly. The customers will feel happy and cared for, leading to a healthy business relationship and reducing customer churn. 

And that's how you turn problem customers into raging evangelists!

3. Discover and Nurture Potential Advocates

Customer satisfaction helps you gauge how happy people are with you. With feedback, you can quickly know the happiest customers.

Now, those are your future advocates. Continue exciting them, and they'll start raving about your brand and recommending it to family, friends, and other people. Handwritten notes and other simple things can help you nurture these upcoming advocates.

Glow Loyalty, Your Companion in Reshaping Customers' Stories

Customer feedback story never ends. There'll always be stories to tell and feedback to gather if you're looking to boost customer loyalty. 

Remember to spice up things with a reward program, and you'll always have stories with happy endings. Let Glow Loyalty help you increase repeat sales and retain more customers. Install the App now.  

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