Unsure about the different ways to invite your customers to give feedback? Find an overview and instructions for every invitation method in this article.
Feedback Invitation Methods
Customer Radar provide a unique feedback link which can be provided to customers in many ways. The most success is usually found by having feedback gathered across a range of channels. Our Customer Radar team can help you to figure out which mix of feedback invitation methods might work best for your business.
Emails containing a feedback link can be sent out after a certain trigger or as part of a campaign.
A Triggered Send is when a feedback invitation email is sent following a loyalty interaction (i.e. swiping a rewards card) or as part of a workflow (i.e an automated email after an online sale).
- This happens immediately after the purchase, so the experience is fresh in the customers mind.
- Guarantees a fairly steady flow of responses.
A Campaign Send is when feedback invitation emails are sent out to a large group of customers. This could be a quarterly send to an entire customer base or a weekly send to customers who made a purchase in the last week.
- Able to capture extra customer data such as transaction value which adds insight to feedback.
- Often able to be the only feedback invitation method and still see great response results.
A key way that businesses gather feedback is via Point-of-Sale materials such as posters, hand outs and till receipts. 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
Many CRMs and various work management systems can trigger SMS messages out to customers as soon as a transaction is complete. You can use this functionality to send out a message containing a unique URL, taking your customers straight to your feedback page, creating a seamless customer feedback experience.
Texts containing a feedback link can be sent out to customers after a certain trigger or as part of a campaign. For SMS' that the customer can reply with their feedback to, these are free to respond to by the customer with the client bearing the cost of SMS.
A Triggered Send is when a feedback invitation text is sent following a loyalty interaction (i.e. swiping a rewards card) or as part of a workflow (i.e an automated email after an order is processed).
A Campaign Send is when feedback invitation texts are sent out to a large group of customers. This could be a quarterly send to an entire customer base or a weekly send to customers who made a purchase in the last week.
Businesses can embed their feedback link on their website, using a sidebar widget or pop up box to invite customers to leave feedback. An example of this method on our own website can be found below.
1. A feedback side bar is located on the right side of the screen on our homepage.
2. Clicking the tab brings up a pop up box connected to our feedback submission page where customers can directly submit their feedback and then carry on browsing our website.
Social Media, Tablet Kiosk and In-App
Another way to gather feedback can be to post your feedback 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 for more information.
If your customers spend a lot of time in store, at your showroom or salon, take the opportunity to hand them a tablet with your Customer Radar feedback page already loaded and ready. Another option is to have a tablet kiosk set up in store for customers to use to submit feedback.
Feedback links can also be embedded in an app on a specific feedback page. Feedback gather 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.