Distribute, Collect, and Analyse Client Communications
Feedback is consumer created gold
Regardless of how it is collected, received, or delivered, consumer feedback is one of the most valuable types of data your business can get. Instead of spending a lot of money and time on focus groups, things like surveys, email newsletters or advertisements, and press releases are great ways to share information with the community and get feedback in return.
Essentially you’re prompting others to respond to you as opposed to you waiting around for someone to participate in a poll on your website.
Tools you can use to get the job done
- SurveyMonkey – SurveyMonkey allows you to design your own surveys or use pre-made templates that are available through their service. They offer a free package with limited options, and they also offer packages with fewer restrictions for a monthly fee.
- PR Log – PR Log is an online press release submission and distribution service that offers both free (ad supported) options and one-time fees depending on the level of exposure you would like for your press release to have.
- Mailchimp – Mailchimp is a popular email newsletter creation and distribution tool. Mailchimp offers free accounts as well as monthly, pay-as-you-go, and transactional email subscription plans to suit almost any needs and budget.
Of course there are other tools out there, but these are three of the best that we could find and we definitely recommend them to anyone who is in need of the services they offer!
What to do with feedback once you have it
Once someone has given you feedback what should you do with it?
First, separate feedback based on the source. Did the information come from a Facebook post, an email newsletter, a survey, etc? Next, is the feedback positive, negative, or neutral? Regardless of the nature of the feedback you should respond with a positive thank you message; you might not be able to thank each person individually but you can create a general shout-out for everyone who has filled out your survey, signed up for your email list, or provided feedback in another way.
Next, decide how this information can help your business. If you sent out a survey asking what people thought of your new website design and the feedback you receive is almost overwhelmingly negative regarding something specific such as your navigation, this is a cue that this element of your website needs to be changed. Feedback is always valuable, even if it is delivered in the most negative tone and language possible.
How does your business request feedback? How successful are your methods?