When you think about measuring customer experience and satisfaction, three questions immediately come to mind, \u201cwhat do I ask my customers\u201d, \u201cwhen do I ask\u201d, and \u201chow do I present my questions\u201d. <\/p>\n\n\n\n
Let\u2019s talk about these separately:<\/p>\n\n\n\n
This type of questions measures customer satisfaction, and not necessarily a relationship. In other words, someone may be satisfied with your services today, but they might not recommend you to a friend. Or vice versa\u2026<\/p>\n\n\n\n
No matter what kind of question you ask, you have to be sure that you can do something about it in response to customer feedback. We have hundreds of examples where the same feedback is given over and over at the same location. If there is anything<\/em> that strongly turns away a loyal customer, it is knowing that they continue giving feedback and nothing changes.<\/p>\n\n\n\n The best time for the relationship or general satisfaction questions would be after the customer has fully experienced your service. Think about the moment or the location when the customer is on the way out. Don\u2019t expect a high rate of responses: most people at that point are already thinking of the next thing they want to do and would not reflect on their experience. No matter how many responses you get though, this should be the most accurate representation of your customers\u2019 vibes about your service or brand long-term. <\/p>\n\n\n\n For the pointed (CES) feedback questions, it is best to ask them in real-time and at the location of the service.<\/p>\n\n\n\n For most customers it is about effort<\/em> and comfort<\/em>. Think about this: when was the last time you were excited to receive a survey email or a link in a text message? Or a QR code which leads you to a long list of questions\u2026 Likely, never! On the other hand, here is a scenario: you are sitting in a public restroom and a question faces you on the inside of the stall door, \u201cHow clean is this place?\u201d, with three QR smileys underneath the question. Would you be more likely to scan a smiley knowing that it is (1) an easy one-tap response without dragging you into answering additional questions, and (2) comfortable and anonymous: no confrontation or back-and-forth with the staff. <\/p>\n\n\n\n Corporate world has already figured this out years ago. Long employee annual surveys are dead and replaced by one-liner specific pointed questions.<\/p>\n\n\n\n AirVote QR smileys allow to ask both relationship (NPS), satisfaction (CSAT), and pointed (CES) questions, in a format which is easy and comfortable for customers to answer.<\/p>\n\n\n\n Most brick-and-mortar businesses<\/span> will benefit from a question posted inside each stall in their business restrooms. In each stall, and not in a handwash or exit area where people either have wet hands or on the way out. Some of the question options which proved useful:<\/p>\n\n\n\n At a restaurant\/caf\u00e9: <\/span><\/p>\n\n\n\n On tables:<\/p>\n\n\n\n The stickers in restrooms<\/p>\n\n\n\n At the exit:<\/p>\n\n\n\n At a laundromat, vending machines, or any rental office equipment or appliances such as coffee machines:<\/span><\/p>\n\n\n\n In the general area or on the equipment:<\/p>\n\n\n\n Mail orders, such as Amazon, Ebay, Etsy sellers:<\/span><\/p>\n\n\n\n As insert with their order will route happy customers to leave positive review, and critical feedback privately to you. Question options might be:<\/p>\n\n\n\n Remember, there is no limit to the question creativity with AirVote. With our \u201cfree forever\u201d commitment for up to 50 responses per month, you can experience full power of QR smileys with no risk or surprise bills.<\/p>\n\n\n\n Get your own set of questions and see what AirVote can do for your business!<\/p>\n","protected":false},"excerpt":{"rendered":" Measuring customer experience comes down to three questions: what to ask, when to ask, and how to present it.<\/p>\n","protected":false},"author":4,"featured_media":349,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":""},"categories":[4],"tags":[],"class_list":["post-456","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blogs"],"yoast_head":"\nWhen do I ask for feedback?<\/strong><\/h4>\n\n\n\n
How do I present the questions?<\/strong><\/h4>\n\n\n\n
A few suggestions how to implement AirVote in your business:<\/strong><\/h4>\n\n\n\n