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Understanding how your customers feel about your business is crucial to improving your performance and building strong customer relationships. While analyzing actions like product choices, repurchase behavior, or churn rates can offer some insights, wouldn't it be better to directly ask customers what they think?
This is where Customer Feedback becomes invaluable. And no, we’re not talking about outdated methods like handing out paper surveys or conducting in-person interviews. Thanks to modern technology, gathering feedback has become faster, smarter, and more convenient.
With 67% of customers influenced by online reviews, it’s clear that collecting Customer Feedback online is not just an option—it’s a necessity. If you haven’t yet started collecting feedback or if your efforts need a refresh, now is the perfect time to embrace online feedback tools.
Customer Feedback is the key to unlocking what your customers truly think about your brand. Using advanced survey software and feedback tools, you can capture customer insights across various channels, empowering your business to make data-driven decisions that fuel growth and customer satisfaction. Let’s dive into the smartest ways to collect Customer Feedback online and elevate your business strategy.
Fuel Business Growth with Customer Feedback 🔥
Collect real-time, in-moment feedback at all touchpoints in the customer journey and leverage feedback insights to transform the customer experience.
Best Ways to Get Customer Feedback Online
1. Embedded Survey Forms on Web Pages
2. Web Feedback Buttons
Web feedback buttons are also a great way to gather Customer Feedback through your website. You can use it on your website with a clear message encouraging the visitors to click to give feedback.
All you need to take care is, the message and the button should be clearly displayed and the website feedback form must open with a single click without taking too much time as the loading time of your web pages impacts your visitors. You should keep in mind that 47% of users expect a maximum of two seconds of loading time for a web page.
3. Web Feedback Popovers
Using Popovers is a good way to encourage action from the users. Companies are using it to generate leads. BitNinja, a SaaS company gets 65% more leads with the use of pop-ups. Then why not use pop-ups for gathering Customer Feedback?
A popup can prove to be really helpful to know what your customers are thinking about you. Even if customers are not visiting your website for feedback, if they have something in mind, a pop-up can prompt them to share. You can use web widgets to add a feedback form as a popover on your website asking for Customers' Feedback.
Prompt the Feedback Pop-up after an interaction or after a certain time has been spent on the website.
Few conditions that you can set the Feedback Pop Up on in Zonka Feedback's Website Feedback Tool —
- The amount of time spent by the visitor on the website
- The number of pages browsed by the visitor
- Post an interaction transaction or event
4. Contact form on Website
A contact form is also a very good technique for collecting Customer Feedback Online. It has been in use for years for purposes like marketing and sales. 74% of companies use web forms for lead generation, with 49.7% stating their online forms are their highest converting lead generation tool.
Believe it or not, it can prove to be a good source of collecting Customer Feedback too. And why wouldn't it be, when it offers such an effortless and reliable way for customers to contact you and share their valuable insights?
In the contact forms, the customers can simply fill in the fields in the form including their query or feedback, and click on submit. In this way, you will not only receive Customer Feedback but also get to know the customers better and make business decisions accordingly.
5. Email Surveys
When it comes to collecting feedback online, email is the most common and probably the first method that comes to your mind. Despite being an old method, it is still a preferred mode of communication for official purposes. Fortunately, a study of numerous major industries indicates the average email bounce rate is 1.06% which is very low.
So you can use your emails effectively to send Customer Feedback surveys. You can do this by sending emails having questionnaires or survey links through which the customers can give feedback. There are effective Email Survey Software available nowadays with the help of which you can easily create beautiful surveys and send surveys in bulk to multiple customers in a matter of few clicks.
6. SMS Surveys
Seems to be an outdated method? Not really! The average open rate of SMS is 98% which is much higher than emails. This makes SMS survey simply a great way to gather Customer Feedback. You can send bulk SMS to a large number of customers at the same time. You just need to use effective SMS survey tools to send a simple text message encouraging your customers to take the survey followed by the survey links.
7. Social Media Platforms
Nowadays, social media has become one of the most important and in-use ways in which customers share their feedback. It is due to the fact that there are 3.2 billion social media users who are daily active. So you can use social media channels by creating your company's Facebook page, your Instagram page where approximately 90% of users follow a business account, and similar web pages to provide the customers with a social yet official platform to express their feelings.
Even if you do not provide this, people nowadays usually express their thoughts on social media. And remember that people are more eager to share negative feedback than positive. And you know what, 54% of social browsers use social media to research products. So why take the risk of having your name spoiled in the market even without you knowing it on time? Better give them some official web pages on popular social media websites.
It will also help you to use social media as a marketing platform. Believe it or not, but 73% of marketers believe that social media marketing is really effective! There you can easily track and access feedback, and then take appropriate action accordingly to improve Customer Experience and thus save your goodwill, bring back churning customers, and attain great success.
In the end, you need to choose the way of sending online surveys that suits your business the most. You can also choose multiple ways depending on your customer base and different groups of customers. Whichever way you choose to send online surveys, just make sure that you use an effective Survey Platform for this purpose so that you can derive maximum benefit from it.
Conclusion
Collecting customer feedback online is no longer optional—it’s essential for understanding your customers and driving your business forward. With a wide range of tools and methods available, such as embedded survey forms, feedback buttons, popovers, contact forms, email and SMS surveys, and social media platforms, you can capture valuable insights in real time and act swiftly to improve customer satisfaction and loyalty.
The key is to choose the methods that best align with your business needs and customer preferences. Leveraging an effective survey platform like Zonka Feedback can streamline the process, allowing you to gather and analyze feedback seamlessly across multiple channels. By doing so, you’re not only enhancing customer experience but also positioning your business for sustained growth and success.
Start collecting feedback today and turn your customer insights into actionable strategies!
