{"id":215,"date":"2020-10-05T17:25:54","date_gmt":"2020-10-05T17:25:54","guid":{"rendered":"https:\/\/air-vote.com\/en\/?p=215"},"modified":"2026-01-17T18:35:50","modified_gmt":"2026-01-17T18:35:50","slug":"3-things-needed-to-get-the-most-feedback-out-of-your-customers","status":"publish","type":"post","link":"https:\/\/air-vote.com\/en\/blog\/3-things-needed-to-get-the-most-feedback-out-of-your-customers\/","title":{"rendered":"3 things needed to get the most feedback out of your customers"},"content":{"rendered":"\n<p>A successful business knows their customers.&nbsp;&nbsp;Reviews in social channels largely represent 2% of extremes (very happy or very frustrated)<\/p>\n\n\n\n<p>The goal is to get as much feedback from all customers, not the extremes<\/p>\n\n\n\n<p>How do you do it? By asking the&nbsp;<strong>right question<\/strong>&nbsp;at the&nbsp;<strong>right time<\/strong>&nbsp;using the&nbsp;<strong>right method<\/strong>.<\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Right question<\/strong><\/h5>\n\n\n\n<p>Whatever questions you ask your customers, you must be sure that you can do something about it.&nbsp;&nbsp;If the customers submit the same feedback over and over, and nothing changes, this will likely hurt you more than help you.<\/p>\n\n\n\n<p>Some common categories for the customer feedback questions:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Quality of service, Speed \u200b\u200bof service, Courtesy and care<\/li><li>Product Selection, Price<\/li><li>Cleanliness of the premises<\/li><li>Functioning of the equipment (printers, vending machines, coffee machines, etc.)<\/li><li>Employee satisfaction with their work or workplace<\/li><\/ul>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Right time<\/strong><\/h5>\n\n\n\n<p>The best time to capture the feedback is the moment a customer has just interacted with your product or service.&nbsp;&nbsp;It may be when the customer opens their mail-order package, finishes their cup of coffee, walks the aisle at a store, stands at the hotel checkout desk, or walks into a business\u2019 public restroom.&nbsp;&nbsp;According to a recent study conducted by Microsoft, the average customer attention span is 8 seconds.&nbsp;&nbsp;That study was done in the context of marketing, but it also holds true for customer feedback. Reliance on after-the-fact mail, text, or phone surveys usually capture the 2% edge cases losing everything in between.&nbsp;&nbsp;<\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Right method<\/strong><\/h5>\n\n\n\n<p>There is really no right or wrong method.&nbsp;&nbsp;Choose which of the below two approaches best resonates with you and your goals.<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>In-Depth: Now, that I have the customer\u2019s attention, I will ask them all key questions, I want to know.&nbsp;&nbsp;I would also like to get their contact information so that I can get back to them.&nbsp;&nbsp;I know that this will limit my response volume, but I will sacrifice the response quantity for the response quality.&nbsp;&nbsp;<\/li><li>On-the-go: Customers can already easily find and review my business on social channels.&nbsp;&nbsp;For the in-the-moment feedback, I want to capture the customers\u2019 \u201cvibe\u201d.&nbsp;&nbsp;This must be a matter of a second (or 8 seconds).&nbsp;&nbsp;I will ask just one question appropriate to that particular location.&nbsp;&nbsp;I will make it as easy for the customers to express their feedback as it is to press a button.&nbsp;&nbsp;Plus, I make it anonymous by default to make it comfortable for the customer to be honest about their experience.<\/li><\/ul>\n\n\n\n<p>AirVote is closer to the latter (on-the-go) method.&nbsp;&nbsp;This is why we use three separate QR smileys (happy, so-so, sad) on an AirVote\u00ae question poster to cue the user that scanning a QR smiley is like a virtual \u201cbutton press\u201d. There is a place for anonymous comments for those who have something to say.&nbsp;&nbsp;Alerts on unhappy votes\/comments go in real-time to the business team.&nbsp;&nbsp;Happy customers are also provided a direct link to the social to submit full reviews.<\/p>\n\n\n\n<p><em>To see how businesses use AirVote, check out our <a href=\"https:\/\/air-vote.com\/en\/gallery\/\" target=\"_blank\" rel=\"noreferrer noopener\">gallery<\/a>.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>A successful business knows their customers.  Reviews in social channels largely represent 2% of extremes (very happy or very frustrated)<\/p>\n","protected":false},"author":4,"featured_media":304,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":""},"categories":[4],"tags":[],"class_list":["post-215","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blogs"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v14.9 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>3 things needed to get the most feedback out of your customers - AirVote<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/air-vote.com\/en\/blog\/3-things-needed-to-get-the-most-feedback-out-of-your-customers\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"3 things needed to get the most feedback out of your customers - AirVote\" \/>\n<meta property=\"og:description\" content=\"A successful business knows their customers. 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