Good, Old Fashioned Customer Feedback in the Digital Age

Sieve Creative Guest Blog

Honest customer feedback is a fundamental tool every business can use to grow and improve their services, products, customer experience and day-to-day running of the business.

Listening to feedback during product or service development, allows you to provide solutions to existing problems that your customers may have, exceeding expectations along the way and providing you with a competitive advantage.

The same can be said for customer retention. Ask yourself “How happy are your customers?” Their satisfaction with your service or product is what will bring them back time and again, and recommend you to their friends and clients also.

There are many ways to obtain customer feedback: via email, in person, on the phone or via website or mobile apps for example.

Sieve Creative, design chic and stylish newsletters for ourselves and our clients alike, which we distribute via the MailChimp app. We also use, for customer feedback purposes, another web/mobile app called SurveyMonkey, which integrates happily with MailChimp, distributing surveys to all recipients of your newsletters.

Sounds like a load of monkey business? Well, it’s no chimps’ tea party, and is in fact an intuitive way to use your customer database to receive good, old-fashioned customer feedback in today’s digital age.

So who uses SurveyMonkey? Well to be honest if you own a business providing products or services then you should, your customer satisfaction is paramount to your continued success. We’re not just talking small or medium enterprises either, SurveyMonkeys customers include 100% of the Fortune 100, and 99% of the Fortune 500, those types of statistics alone must tell you something right.

When creating a survey in SurveyMonkey, you can use the standard in built templates provided, or surveys can be branded up in the same way as MailChimp newsletters, making them instantly recognisable to your clients, so they don’t end up in the depths of their trash bin.

Tools are provided for tracking the survey, allowing you to view the responses and analyse the results, giving you a full understanding of how successful your survey has been, providing invaluable information about the customers experience, this in turn allows for improvement of services/products on all levels.

Your response rate and how you act on it is what will make the difference to your company’s change and growth factors. According to SurveyMonkey, receiving a response rate of 40% is average for surveys distributed via email, and 50-60% is considered good to very good. An online survey with a 30% response rate is average and on-site surveys tend to vary, but a 5-20% response rate is considered good.

Customer experience and their satisfaction should be your primary reason for seeking customer feedback; it will be a contributing factor to bringing them back through your door time and time again. Your concern should be, ‘What do your customers want’ and for them, your service/product should feel tailored to fit their need, this in turn creates brand loyalty, precisely what we are all striving to achieve.

So don’t monkey around, draft your questions and make it happen.

If you are interested in branding your newsletters or surveys please get in touch with us at Sieve Creative, and we’ll be happy to offer our assistance.

Written by Mark Lofts
Sieve Creative

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