My policy is to send a customer feedback survey email (a few weeks after mailing the order) with multiple choice questions that the customer can easily fill out and return email to me. I track the responses on an Excel spreadsheet.
Here are some of the comments that I received from a bride who purchased bridesmaids drop earrings from me:
How did you find the item you purchased? Google
How would you rate the customer service? Excellent
What is the best feature of the item? Drop Earrings
Did you buy it as a gift? For whom? My bridesmaids and my mum
Did you receive your order in a timely manner? Yes
What comments about your purchase may I use on my Blog or website?
Great service, great price, great product. Overall a very easy buying experience
Would you refer me to a friend? Yes
Other comments: Thank you the girls loved them :)
Your turn: How do you receive and record customer feedback? Do you offer a coupon code or other customer rewards?
I thought I had set something up with Paypal, but have never received any answers yet.
ReplyDeleteI try to convo my customers after a few weeks to ensure they received the package if I haven't received feedback, but they don't even always reply then.
That's a great idea. I send a convo via Etsy to follow up, but not consistently. It's a good reminder to follow up - that may also result in additional sales. Thanks for the tips!
ReplyDeleteI tried to do the Paypal survey, but no one has ever responded. I like the idea of your survey! Thanks for sharing!
ReplyDeleteI really like this idea! I am going to start doing that via Etsy..I send my customers a small free gift with their order, that they aren't expecting. I've gotten very good responses from that.
ReplyDeleteI have the questions on my PayPal receipt set up, but have never had anyone respond to them either. I also respond to new customer orders with a follow up message to thank them and ask how they found my shop. When I ship their order out, I include an email notice that asks them to let me know when they receive their order and if they're 110% happy with it. I usually get great responses back to both! *Ü*
ReplyDelete110% happy, I like it, Lori.
DeleteWhat a great idea! I'm a new shop owner and this is information I need. Thank you for sharing!
ReplyDeleteWhat a great idea! I should start implementing something like this. I look forward to hearing how it goes for you. Thanks for sharing.
ReplyDeleteIt's my pleasure to be of service to everyone.
ReplyDeleteI use Survey Monkey to gather feedback such as: how far did your fragrance go, how long did it last, and other questions specific to my product.
ReplyDeleteI've never done surveys but I think it's a great idea that can gather important information. Will have to try it. Thanks!
ReplyDeleteI never thought to do surveys, but I think I will give it a try. Thanks for sharing your customer communication Lori! That's very helpful for a newbie like me!
ReplyDelete