Before collecting any customer feedback, it’s important to determine your goal to ensure you’re getting the data you need. Your survey questions and timing could be drastically different, depending on what you’re trying to measure.
Typically, there are three optimal periods to collect customer feedback:
1. Post-purchase evaluation – feedback from an individual customer at the time a product or service is delivered. These kinds of surveys are best delivered within 24 hours of the engagement.
2. Periodic satisfaction surveys – provide period-specific feedback from different customer segments. The annual customer satisfaction survey is a good example.
3. Continuous satisfaction – tracking uses regular post-purchase surveys (daily, monthly, quarterly), so you can assure a high level of quality over time. This approach lets you capture feedback over the entire customer lifecycle, and you can keep a pulse on how the customer experience is performing. It identifies precisely what to do and when to have the biggest impact on your customer experience.
If you’re ready to take your customer feedback to the next level, utilize ClearLine Apps customer survey builder!
