The Benefits of Having Real-Time Feedback
There are many benefits to being able to get your survey results in real time today.
There are many benefits to being able to get survey results in real time today. In previous posts, we explored the different types of surveys that exist and why it’s important to be clear and direct with our customers.
In a nutshell, we covered theory, but the moment of truth lies in practice. That’s where we can find out whether we’re doing things right or not.
We saw that paper surveys aren’t really used much anymore, but they still play a very important role in the business world. And considering that we’ve already turned that page and are venturing into the cloud, it’s important to understand the benefit, or benefits, that come when a customer tells you what they think about your product or business and you can see their responses in real time.
In the beginning, I’m not sure if you remember, many companies chose to send us their surveys by email. You’d be surprised to see your inbox full of emails, but you didn’t know who they were from. Then you’d open them and feel a little disappointed.
But that’s how companies started getting feedback not too far removed from real time, since many customers did respond right away and provided the company with very valuable information that gave them a sense of how their business journey was going.
Read: 7 Reasons Not to Survey on Paper
Another method they used was via mobile phone, text messages, almost smoke signals, since they wanted to cover every possible communication channel. Now, through social media, these surveys have their own ground and dominance, so thanks to technology, many companies have succeeded.
But it’s not all thanks to technology and social media. Satisfaction surveys are a very powerful weapon, and everything depends on whose hands they’re in, since they can bring many benefits but also responsibilities.
The importance of real-time feedback is that the customer gives you a true sign of how much they care about you, since in many cases you can get a response in real time, while in others you can’t.
Today there are apps that send you a notification in real time about a customer’s response, and with that information you can try to fix poor service that happened at your branch or store just minutes earlier and avoid letting the customer down. It’s been proven that customers value a service where there was an effort to fix a problem more than a service that’s 100% perfect; we know there will always be something to improve.
Read: Technology and Your Business
It’s no secret that there’s nothing better than having your favorite store send you a survey about how you felt about the service, which products you liked most, and, above all, how much you have to spend. Sounds good, right?
That’s how surveys work. Hasn’t it happened to you that you go to a store and they ask for your email to add it to your receipt? It’s no doubt to follow up with you as an important customer, so they can stay in touch with you and, above all, value your opinion about the product or company in particular. So it’s time to say what you think and need, in order to feel that you’re being heard; we’ll have to see the changes in the short or medium term.
Remember, survey data is a very powerful weapon and a great responsibility. When understood at the right time and moment, it helps us make the best decisions.
Read: What to Ask Your Customers