How To Ask Customers For A Review
Whether you’re running a business to business or a business to consumer product or service. Happy and delighted customer will be help you grow your organisation.
I personally spend a whole load of time, energy and money, thinking about what our customers are thinking about. And how they rate us at various touch points within the time they are working with us.
We recently hired a consultant to approach all of our customers and simply ask;
Why they hired us
What they liked or disliked about us
What we could improve ?
We wanted an impartial, independent person to come in to help with this for 2 reasons.
So our customers can be completely candid and be open to someone whom they don’t know.
Because the consultant was impartial she would be able to give us a very objective feedback.
I simply made the intro via email and it was the consultants remit to chase up and arrange the time date to speak. I deliberately wanted to include long term as well as one off customers so we would capture a wide range of feedback.
I believe we would obtain more actionable and very valuable feedback not from our happy and delighted customers but from our not so happy or one off gigs.
The results have just come in and it has confirmed some of what we knew and suspected but also surprised us internally and made me realise what and why people buy from us BUT crucially what areas we need to improve on pronto.
So how do you ask your customers for feedback 5 tips from what I learnt:
Be very clear about what you’d like to ask?
Don’t make include any other messages or offers in the email.
Keep the email as well as the interview process short and sweet
If possible get someone who is independent to conduct the review
Position the communication so your customer can be completely open and honest so you can have some genuine learnings that you can take away from the feedback.
Some handy guides here:
How to Ask for Reviews (With Examples!)
20 Examples of How to Ask for a Customer Review (Plus Templates)