Customer feedback is an essential foundation of any successful company, forming a vital component of customer data. In fact, it can pretty much make or break the development cycle of your products and services.
Put simply, overlooking the significance of collecting and implementing customer feedback is not an option.
But what’s your plan when it comes to collecting customer feedback? Our suggestion would be to keep things simple and utilize customer feedback forms.
In this post, we’ll take a look at everything you need to know about customer feedback forms. We’ll also share some of the best customer feedback form ideas you can implement with immediate effect.
Let’s get this started!
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What is a feedback form?
A good customer feedback form is essentially a tool that can be used to collect customer feedback from users, customers, employees, and other stakeholders on various aspects including services, products, or overall company performance.
It can be viewed as a mechanism for understanding customers’ attitudes toward your products and services.
Any feedback collected through feedback forms will potentially help boost customer experience.
Let’s spell it out: a customer good feedback form can ensure your company understands the impact of any efforts being put into strengthening customer experience.
In addition, it can help you familiarize yourself with customers’ pain points and any areas of improvement you need to tackle. All this contributes to improved customer relations across all channels.
What are the different types of customer feedback?
There are several types of customer feedback. Let’s examine them more closely before discussing a range of ideas for using a suitable customer feedback form templates.
1. Customer satisfaction surveys
As the name suggests, a customer satisfaction survey or client satisfaction survey is designed to determine whether or not customers are satisfied with your products and services.
The purpose is to measure the effectiveness of the customer experience and pinpoint any areas that may need attention.
Customer feedback data collecting through CSAT surveys will help identify any weaknesses in your CX strategy and work toward delivering an outstanding experience.
2. User experience surveys
These surveys are essentially used to identify any problems users encounter when utilizing a product or service.
User experience surveys are different from a customer satisfaction survey (CSAT) in that they typically consist of 2-3 questions that are designed to assist companies in identifying aspects lacking in the product or service.
The feedback collected from these surveys can even facilitate your customer’s onboarding journey.
3. Net promoter scores
We have discussed Net Promoter Score in some detail in a number of our previous posts.
Net Promoter Score is primarily used to figure out the likelihood of customers recommending your products and services to their network.
With an NPS, users are asked to respond on a scale of zero to ten.
The survey provides meaningful data that highlights a company’s performance. NPS surveys are immensely popular and the majority of companies rely on them to build their business and CX strategies.
4. Customer effort scores
You’re a business owner and you want customers to experience a seamless and smooth workflow, right?
If you wish to track customer effort, monitoring the significant touchpoints in the customer journey is essential. The aim here is to figure out if a particular touchpoint requires excessive effort from the customer’s point of view.
CES surveys collect feedback which will help your organization learn more about existing customer experiences, ultimately boosting product quality.
5. Customer information forms
Given its focus on critical touchpoints in the customer journey, this type of feedback form is of high importance.
This feedback form collects information about the customers, which can then be used to shape a more accurate buyer persona.
A reliable buyer persona will facilitate the development of targeted business strategies.
What are the best customer feedback forms ideas?
Now that you’re well-acquainted with the concept of customer feedback format ideas, it’s time to dive a little deeper and learn about some of the best customer feedback forms you can use to get improved results.
Let’s examine some customer feedback forms examples —
1. Email messages
This is the most orthodox and traditional way of implementing customer feedback forms. This is where you share your feedback forms via email. Of course, for these customer feedback forms, you’re going to need a reliable email list!
Once you have a solid email list, you can segment it and collect feedback from specific audience groups.
Remember, when using mailing list service like Brevo, the provider will usually have number of templates you can design to maximize conversion rates when sending emails. Be sure to utilise these templates, as they’re often a part of the service.
2. Social media forms
The chances of your target audience being active on social media is pretty high.
This is an opportunity that’s too valuable to pass up. We highly recommend you use social media channels to connect with your audience and follow up with them using feedback surveys.
Prioritize your followers and send them feedback surveys on a regular basis. You can share links to the survey or even conduct polls directly on the channels.
3. Product feedback form
Product-related feedback can be obtained using product feedback forms. You need to make sure the customer feedback form template allows for different types of feedback, i.e., long-form feedback, short feedback, and thumbs-up/down feedback.
This type of feedback form is usually designed to understand customers’ desires and preferences. The collected feedback can be used to enhance your CX. In essence, you can implement this feedback form to make customers feel valued and supported.
4. Project and program feedback form
Feedback forms can also be used as effective tools in managing your projects and programs. Utilizing feedback forms can help optimize project management. These forms can track a project’s progress and ensure any set quality standards.
At the same time, you can use a feedback form to engage stakeholders and ensure everyone is on the same page. Similarly, such forms can help your organization with program assessment, participation, and resource allocation.
5. Embedded forms
As the world gravitates toward native content, so should you. We highly recommend applying customer feedback forms to your content without causing any disruption to the user experience.
This is why we suggest using embedded customer feedback forms. These forms can be tailored to align with the theme of your blog. In this way, the feedback form won’t distract users. Allowing them to focus on the article itself.
6. Feedback surveys and popups
Offering customer feedback surveys via pop-up prompts is one of the most straightforward yet impactful approaches. It’s easy to add popup functionality to your website or landing page with the help of a feedback widget.
However, it is important to ensure that the popup appears at an appropriate moment. You will have to consider the time users spend on your page and also how many pages they’ve visited before asking for feedback.
For best results, aim to show the popup just before a user attempts to leave your page.
7. Live chat feedback forms
How do you plan on gathering feedback from users who want to connect with you?
Well, one of the best ways is to couple the live chat feature on your site with an embedded form.
When users connect with you via the Live Chat, you can follow up with an “after chat” survey that can gather feedback from the prospect.
8. Website feedback forms
Much of your marketing campaigns revolve around your business website, with the goal of getting users on the site early in the customer journey. After all, you want prospects to land on your website and product pages through the marketing funnel.
You can also gather feedback to improve your business website by sharing good feedback forms related to issues on your site. This feedback can then be directed toward your development team.
9. Creative feedback forms
Creative feedback forms are specifically utilized to refine the design and content of your marketing material.
You can ask specific questions to stakeholders related to user experience, elements used in design, content drafts, areas of suggestion, and more.
The feedback from these forms can be allocated to the appropriate team to facilitate seamless design and content improvements.
10. User feedback form
Did you know customer feedback forms can be tweaked and used to improve products and services? When aiming to collect both statistical and subjective information, user feedback forms are a reliable choice.
The questions asked in the survey can be directly linked to the product — inquiring as to whether or not users like the product and why. Use feedback forms to ask specific questions, the answers to which can be used to improve your products and services.
Final thoughts
That’s all from us! We’ve discussed some great ideas for feedback forms and looked at them from every angle. We hope you’ve learned that collecting customer feedback is a necessity when aiming to boost customer experience.
But it’s only half the story! You need to make sure the feedback collected is put to use.
Put simply, you will have to analyze the feedback and incorporate it into the improvement of existing CX strategies.
If you’re starting from scratch, we suggest you pick only two to three ideas and best practices. Analyze the results and go ahead and see if you can develop a more complete customer feedback strategy.
Did you find this post helpful? Keep an eye out for more informative posts in the future!