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Useful Customer Feedback
How do you ask customers what they’d like you to improve? I’m not asking whether you have a suggestion box on the wall or a form on your website. More important, what questions are you asking them?
The typical approach to this is two fundamental questions:
- What did you like?
- What did you NOT like?
To be honest, I find a lot of places which don’t even ask the first question, but it’s an important one. The fact is that the second question, the negative one, will often result in suggestions which are entirely practical. As a customer, I’d love my bank to have a free ATM within walking distance of my house. But there’s no way for them to do it for all their cus