Find out the best way for you to invite your customers to give feedback.
This overview provides a summary of how and when to ask customers for feedback including the main feedback invitation methods.
The goal is to ask customers for feedback as close to the interaction as possible and via an appropriate communication channel. There are three main options to consider depending on what capability you have and how you want to invite customers for feedback.
- Automated feedback invitations
- Scheduled feedback invitations
- Manual feedback invitations
Automated feedback invitations
Communication is sent to customers with a unique feedback link for each location or entity wanting feedback that is sent out after an action is complete such as an appointment, booking, job, transaction or any other milestone.
This can be set up as a workflow out of management systems such as;
Bookings or appointment system
Customer loyalty programme
Job management system
Point of sale system
CRM Systems or other databases- This ensures the feedback invitation is sent after the customer interaction, to engage the customer as close to the interaction as possible.
- It also means the process of asking for and gathering feedback happens automatically and ensures a steady flow of feedback.
Scheduled feedback invitations
This is when feedback invitation emails are sent out to a group of customers on a regular or semi-regular basis. This would be done at a frequency to suit your business such as daily, weekly, monthly or quarterly to customers who have interacted during that time.
Manual feedback invitations
This enables a business to send a feedback invitation at any time they choose and would require someone in the business to manually send the feedback invitation via the method set up to engage customers. This could be an email or SMS saved as a template that can be sent to customers anytime.
Feedback Invitation Methods
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Feedback Invitation Methods
Customer Radar provides a unique feedback link which can be used to invite customers to provide feedback in many ways. In many cases, one or more methods can be used to optimise the feedback invitation process. Our Customer Radar team can help you determine which feedback invitation method or methods may work best for your business.
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Inviting customers to provide feedback via email is one of the most common methods.
The feedback invitation carries a unique feedback link for the location or entity that wants feedback. The email can be sent as a plain text email or it can have an HTML rating scale embedded in the email that enables the customer to select a rating from the email.
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SMS/Text
Inviting customers to provide feedback via SMS / Text Message is one of the most direct ways to engage customers. Text Messages have a higher open rate than emails and often provide a higher feedback response rate from customers.
The Text message feedback invitation carries a unique feedback link for the location or entity that wants feedback.
This is an example of what the feedback message;
Text messages can either be set up to be sent from a company's existing systems or can be sent from a mobile account. Customer Radar can help with setting this up.
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Website Tab
Businesses can ask for feedback directly from their website using a sidebar tab to engage customers to leave feedback.
The sidebar can be located on the left or right-hand side of the screen. Once the customer clicks the tab, the feedback page slides open to enable the customer to give feedback.
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POS Material / QR codes
For some businesses gathering feedback via Point-of-Sale such as posters, handouts and receipts is the best way to engage with their customer. Customer Radar provides a unique QR code for customers to scan which directs them to the feedback link for extra convenience. For examples, try this article: Point of Sale Examples
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Social Media
Another way to gather feedback can be to post your feedback invitation link on your business's social media channels (Facebook, Instagram, LinkedIn etc). We recommend using a dedicated social media link for this, contact our support team at support@customerradar.com for more information.
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iPad / Tablet Kiosk
If your customers spend a lot of time in your business, you can hand them a tablet with your Customer Radar feedback page already for them to give feedback. Another option is to have an iPad / tablet kiosk set up on a stand making it easy for customers to submit feedback.
How to set up an Android tablet as a kiosk
How to set up an iPad as a kiosk
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In-App
Feedback links can also be embedded in an app on a specific feedback page. Feedback gathered via this invitation method can be increased by using push notifications or an in-app pop up message. For help setting up your feedback link in an app, find an introduction to using the Customer Radar API in this article: Introduction to our API or contact our support team for more information.