Understanding your customers and allowing them to express their overall experience with your brand can offer extremely valuable insights. In today’s digital world, there is no better way of gathering these learnings than through Customer Surveys. Understanding your guests’ opinions of products and services and turning their insights into actionable decisions is critical to gaining a competitive edge and increasing brand loyalty from your clients.
Aside from the valuable data you can gain from surveys, they can influence your customers’ spending habits and change how often they choose to dine or shop with you. According to a study by Survey Monkey in 2021, 75% of US consumers are likely to respond to post-purchase surveys, showcasing how effective this tool can be for your business.
Here are four different ways to use Customer Surveys to grow brand loyalty!
1. Measures customer satisfaction
When you actively seek your customers’ input, it makes them feel valued. The more satisfied your customers are with what you’re offering, the more they will keep coming back to you. Asking your customers about their overall satisfaction with your brand will help you better understand whether your products and services meet or exceed their expectations.
Still, it is critical to remember that several factors affect customer satisfaction. For example, customers might be satisfied with their prices, but less satisfied with the overall customer experience in your retail outlets. When capturing this metric, ask them for more than just their satisfaction on a scale of 1 to 10. Consider asking questions like:
- How well do our customer service representatives answer your questions?
- How likely are you to purchase again from us?
- How likely are you to recommend us to others?
2. Provides employees with valuable customer insights
Unless you know what to change, it’s nearly impossible to improve. Engage your employees by sharing the feedback results to know what aspects of your business needs improvement. In this way, they will be able to cater to your customers’ needs and wants by knowing what they are exactly looking for.
It is important to look at your weaknesses and determine what must be done to improve. For instance, if customers commented on the waiting time for a staff member to approach them at their table, they should be more attentive to prevent a bad customer experience.
3. Engages customers emotionally
Companies should always listen to their customers. Regardless of positive or negative feedback, every piece can be useful information. Customers will feel more connected to the brand if they open up a two-way dialogue, and these passionate customers who take the time to give feedback will be your biggest advocates.
Creating engaging, branded surveys that look good on all devices helps make a positive impression of your brand – while getting you the insights you need. Today’s consumers have access to more information than ever before, and they are more likely to connect with a brand that aligns with their beliefs and values.
4. Increases word of mouth referrals
Knowing how your guests feel is the most effective way to understand their commitment to your company. When a customer feels engaged with your brand, they are more likely to remember your company the next time they are ready to make a purchase, and the more likely they are to refer you to their family and friends.
Additionally, customers can spread the word about your company through their social media accounts and by messaging their friends about your products and services. In a survey conducted by Forbes, 81% of US respondents said they are influenced by what their friends share on social media.
How Como can help with your customer surveys
With the help of Como, restaurants and retailers can grow their brand loyalty by leveraging their digital customer surveys. Once they have finished dining or completed their shopping, you can ask your customers to fill out a digital survey in your branded layout to know more about their experience. You can add and edit your questions from time to time, and it is also possible to download the results to get an overview of the whole survey.
Encourage your members to consistently participate in giving feedback by automatically rewarding them with, for example, a free dessert or a voucher. Let them know about their rewards via SMS, emails, or push notifications that can be redeemed on their next visit.
As a result, this will make your members keep coming back to your store as they feel valued for sharing their opinions and see that your business is listening to them in return. The insights you gain can improve your promotions and, in general, make better business decisions.
In conclusion, companies that prioritize customer feedback tend to grow faster and sustainably, and understanding the end-user is key to increasing brand loyalty. Leveraging customer feedback will help improve your products and services, drive sales and build better customer relationships.
Reach out to your dedicated CSM or write us at [email protected] to start designing your customer survey!