Collect customer's feedback

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Business Goal

Demonstrate your true, abiding, and honest love for your clients by collecting—and using—your customer feedback the right way. You can do this by diving deep into the client experience, and know what they encounter when they work with you. Then, use that feedback to make the client experience just a little bit better.

the store visit is one of the most crucial touchpoint of the customer journey and collecting his feedback after a visit is extremely relevant. 

 

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How to implement it

To collect the customer feedback, we advice to reach out to him once the experience in the store is concluded. For this reason we'll use a combination of the Survey too and the Triggered Campaign to send a message after the visit.

 

Build the survey

First, build a customer feedback survey using the Survey tool.

Chose the Rating question type (1 to 5), with the text:
"How would you rate your most recent experience in our store?"

After you may ask an open-ending question that we recommend you to use in all the cases.
"Anything else you would like to tell us?"
  

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You can add in introduction message, such as "We would love to hear you feedback" and a thank you message such as "Thanks for your feedback. You can close this window now".

Make sure to publish the survey so that you can use the link in your email.

 

 

Create the campaign

Using the triggered Campaign tool, create a new campaign to trigger an email when the customer leave the store.

The best method to make sure the customer left the store, is to select a visit trigger, such as Login or Enter in a Zone and delay the message of enough time so you are sure the customer left.

Now you can create your email. The triggered Campaign offer you a full html editor so you can create a beautiful email. If you don;'t know how to code HTML, you can use an HTML composer such as BeeFree.io

Here some suggestions regarding the content of your email.

  1. Make your email subject awesome. People are busy, slip in a time estimate. For example:
    "Brand experience survey - 1 click"
  2. Start with a salutation. "Hi" or "Hello" will do just fine
  3. Let hem know why they are getting the email. It doesn't need to be long, a quick sentence is enough.
  4. Tell them how their answer will help. For example:
    "We're always working to make our store better. We would love to get your feedback about your recent visit in our store."
  5. Let them know how long the process will take. This is a quick survey with ore or two questions. You can tell them that it'll take 30 seconds or you can show in the email the rating image so they understand it will be quick.
  6. Thanks them in advance. For example:
    "Thanks, brand team"

 

Here an example of email: 

 

 

Wanna start form this template? Download the code here, but remember to change the link of the survey with yours.

 

How to measure success

The main metrics to track to measure the success is the Response rate defined as the ratio between sent surveys and responses.

Sent surveys can be tracked from the campaign reports of the Triggered Campaigns. Responses can be tracked form the Survey tool.

 

 

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