Ten Ways to get Genuine Customers Reviews.
“The more you engage with customers, the clearer things become and the easier it is to determine what you should be doing.”
John Russell, President, Harley Davidson
Engaging with your customers is essential, but it’s difficult to pick the right time and the right place to ask your customers for feedback especially as many business to not have face-to-face contact with them. Customers do appreciate and respond to being asked for their feedback, so when is the right time and where is the right place to ask for feedback?
Give your customers more opportunities and subtle reminders to leave their feedback and they will be more likely to engage. Below we have compiled a list of potential ideas for you to consider.
1. On your invoice or receipt - With every transaction comes a great opportunity to ask your customers for feedback - direct them to a survey on your web page.
2. Email – Customers who are on your email list should all be sent an invitation to complete your customer satisfaction survey.
3. Text – If you have mobile numbers for your customers send them a text with a link to your mobile friendly survey.
4. Social Media – You can post regular updates on twitter and facebook directing people to your survey.
5. QR Codes – Becoming increasingly popular with smart phone users, QR Codes store contact information and can link directly to your customer survey, place them on your leaflets and brochures
6. Signage – Use eye-catching signs in your reception area, or waiting rooms directing people to the various channels they can use to leave their review. Include QR codes for the benefit of the growing number of smart phone users.
7. Website – Your website is probably the first place people will look if they have something to say, so give clear direction to your survey from your home page.
8. Google Plus – Make sure that you set up a Google maps listing so that people who use Google Plus can leave a review on Google places if they want to.
9. Niche websites – Whether it’s TripAdvisor or your industry equivalent, it’s another place people can use to leave reviews, and you should be there to engage with them.
10. Just Ask – Either face to face or by picking up the phone. You and your staff come into contact with people every day, it’s a difficult thing to do, but asking for feedback should become as natural as saying “thank you”.
If people trusted the reviews they read and found them useful when making their choices, they are much more likely to return to the same place and contribute to that community. It’s self-perpetuating, so once you begin to build your collection of trusted reviews it becomes easier to collect more.
The quality of your published reviews is critical to their success. Genuine un-filtered customer reviews are infinitely more valuable than polished testimonials because they build trust and encourage other customers to contribute.
YourCareHome are NHS Choices review partners, we have a robust moderation process and comments policy developed in-line with NHS Choices guidelines. Reviews gathered via our website and our widget which can be placed onto care providers websites will be shared with NHS Choices and will be used to populate providers listings on the Provider Quality Profile (PQP).
Contact Mark Sadler at YourCareHome to find out more about the benefits of reviews, and using our ‘free’ review widget on your website.
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