Creating a customer feedback scheme

When would you rather find out you’ve lost a customer? In a year’s time when they’ve built a relationship with your competitor, or as soon as you’ve upset them? There’s no use delaying the bad news. If you’ve annoyed them, best to find out sooner so you can put it right.

One of the best ways to get quick feedback is to run a feedback scheme. If it’s something you know you should be doing and haven’t got round to it yet, follow these five steps and have your scheme set up in no time.

1. What do you want to know? Sounds simple, but what do you want customers to rate you on? We’d suggest picking between five and 10 aspects of your product or service that you think are important.

2. How should they answer? It’s usual to give people a few tick box options to choose from like ‘great’ or ‘poor’. Always have at least one question where they can write comments which they may not be able to fit into one of your questions.

3. Should I offer an incentive? Possibly. You may encourage people to fill your cards in if you offer a prize or a discount. Think about whether once a month you give someone a free haircut or a free meal, picked out of the cards you’ve had returned.

4. How should it look? Keep it clean and simple – an A6 postcard size is usually big enough. Your local printing.com team can help design a comment card to match your branding. Try printing.com’s recycled reply cards – these are easy to write on and you can have the added benefit of promoting that you’re using recycled material.

5. Where to put the cards? If you run a cafe or restaurant, put cards on your tables. Run a hotel or guest house? Leave cards in your rooms. Manufacturer or distributor? Put cards in your boxes. Accountant or architect? Send cards with your invoices.

Call into the KK Print store at Unit 6a, Inish Carraig, Golden Island, Athlone to see what we can do for you. Call us on (090 ) 6477054 or visit www.printing.com

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