Understand how your customers feel thanks to in-the-moment feedback
Customer expectations have changed drastically over the past few years. Thanks to the rise of digital but also with the implementation of safety and sanitary measures, people expect different things when they visit your store or branch. They not only expect your store to be clean, but they also expect a nice variety of products in-store and excellent service. After all, why would they otherwise still make the effort of physical shopping, instead of browsing through an abundance of webshops?
If you want to measure how satisfied your customers actually are with all these aspects of the in-store customer experience, you can ask for their feedback post-purchase. Or, you can capture their live emotions!
In addition to our classic email, WhatsApp, and SMS touchpoints, Hello Customer also enables you to get feedback in the moment, and in a safe way. It would be a terrible idea to use the smiley buttons or iPads or other screens to get people to give feedback these days. On top, a smiley button only tells you if people were (un)satisfied but it doesn't tell you which points you can improve.
Here’s how we capture feedback in the moment in a safe way:
QR Codes with an online webpage:
Whatsapp or SMS number customers can send feedback to.
Here are 4 reasons why it's the perfect way to capture feedback in-store:
1. It’s in the moment
When you’re trying to measure how satisfied people are, you want to capture their live emotions. When you’re sending out a survey 24 hours after their visit, the rational brain already had enough time to kick in and lessen the emotional impact they felt during a visit to your store.
Secondly, you may have a lot of new visitors to your store. As a consumer, our needs have shifted. We might have picked up a new hobby or we suddenly have new needs. You may not have the contact details of everyone coming in to send an email, but that’s not a problem with QR codes or Whatsapp/SMS.
2. It’s on the spot
Capturing the feedback in-store enables your customers to accurately describe the details that matter. When they give you feedback on the spot, they can describe exactly what they liked or did not like about their visit. The great thing about in-the-moment touchpoints is that you can add extra information to the URL, giving context to the feedback. This makes it a lot more actionable. It’s perfectly possible to give every store a unique URL. This way you can filter per store or region in the platform afterward. Other information that is often added is the store concept, type of store, number of employees per store...
3. Open communication builds trust
And our last point all comes back to our famous iceberg analogy. The people that proactively give you feedback, are just the tip of the iceberg, there are so many opinions beneath the surface. If you don’t ask, you don’t know. Making the effort to ask yourself, builds trust. And let’s face it, you’d rather have an unhappy customer rant to you in private, than on social media for all their followers.
4. You get continuous feedback.. fast!
With Ask Anywhere touchpoints you don’t need your IT team to build an API connection to your CRM. Setting up a touchpoint in Hello Customer takes less than an hour. Then all you need to do is add extra contextual data to the URLs and print the QR codes. It couldn’t be any easier.
There couldn’t be a better companion to ask for feedback in-store than Ask Anywhere touchpoints. They’re fast and easy to set up, you get continuous feedback, people can reply in the store and they’re perfect to build trust and show your customers you care.
Interested to implement in-the-moment feedback in your stores? Reach out to us and discover what Hello Customer can do for you to improve your in-store experience!
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Net Promoter Score, NPS, and the NPS-related emoticons are registered U.S. Trademarks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.
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