Today I was reminded about how important (and how difficult) it is to get timely and honest customer feedback.
There is a coffee shop close to our house. My wife and I have made it a weekend tradition to take a 15-minute walk with our dog Rocky, grab our usual small drip coffee with a little ice, and sometimes share a bagel.
Google is the second most popular destination for product searches after Amazon. No surprise that a high number of positive reviews is a coveted advantage setting a business apart from the competition.
Based on the Sidecar Discover research, the products with a four or five-star rating enjoy 94% of online purchases.
Three simple things a business can do to increase the Google reviews:
One of our clients reported that their customer feedback seems to be coming from the wrong location.
As we went to the client site and checked, we found out that the client intended to ask the same question at different locations at their site. When installing the signs, their team inadvertently swapped some locations. As a result, the customer feedback at location A was registered by the AirVote system as the location B and visa versa. A mistake is easy to make: the question is the same, all QR codes look the same, and the small ID number in the corner of the AirVote poster is not easy to track.
2020 became the year of QR codes – both businesses and consumers adopted QR codes to make payments, show product details, enable rewards or discounts, and share information.
QR codes pop up everywhere: posters in stores, online menu at restaurants, etc. Some companies like we at AirVote, make it the core of its whole service of helping businesses to collect customer feedback by QR code scans. But really, how practical is it to expect customers to know how to scan a QR code, especially doing it “on-the-go”?
A successful business knows their customers. Reviews in social channels largely represent 2% of extremes (very happy or very frustrated)
The goal is to get as much feedback from all customers, not the extremes
How do you do it? By asking the right question at the right time using the right method.