How would you gather feedback from customers who are hesitant to share their experiences?

To encourage hesitant customers to give feedback, make it easy & anonymous by offering multiple options like online surveys & comment boxes. Emphasize that feedback is for improving their experience not for blaming anyone. Offer small rewards like discounts or loyalty points to encourage participation, but don't make it feel like a bribe. Publicly thank customers who provide feedback to show you value their input. Respond to feedback promptly & explain any actions taken based on their suggestions. By doing these things we can encourage even hesitant customers to share valuable feedback that can improve our service.

What I have seen work is when we get this feedback unofficially. Say for example during meetings or during courtesy calls. Make it part of the discussion, listen attentively, probe and let the customer know of your commitment to continuous improvement based on feedback received. Also, let them see the value in giving feedback, address the reasons why they are hesitant, assure them of confidentiality and let them know that feedback makes us better.

We all resent having our time wasted, right? So why do companies feel that it is ok to send a survey to customers that is badly designed, takes too long to complete, and which they are not going to heed anyway? To get customers to complete your surveys, you have to demonstrate to them that you are not wasting their time. React to their feedback. If it's positive, thank them for their support. If it's negative, seek dialogue with them to try and fix the issue. Always give feedback on the results. It doesn't have to be in great detail, but letting respondents know in broad terms what you discovered and what you are going to do as a result will be demonstration enough that you have taken the feedback seriouslyand not wasted anyone's time.

Avant de demander des commentaires positifs, commencez par écouter réellement vos clients en leur donnant la parole. Mais faites cela dans un environnement sécurisé, sécurisant. Donnez l'opportunité à vos clients de s'exprimer, en bien ou en mal, c'est anticiper avant que cela ne dérape. En donnant la parole, c'est le premier pas vers la confiance. Encore faut-il ensuite, répondre et être prêt à agir. Quand le retour est positif, incitez ensuite aux partages.

Inicialmente crie um ambiente seguro e anônimo, use pesquisas online ou formulários de feedback que permitam que os clientes respondam anonimamente. e garanta que os dados coletados serão usados apenas para melhorar os produtos ou serviços. Também ofereça incentivos, pequenos incentivos, como descontos ou brindes, para os clientes que compartilharem seus comentários. No entanto, evite oferecer recompensas muito valiosas, pois isso pode influenciar as respostas.

Make it possible for customers to share feedback on the go e.g during visits, meetings, calls etc. In addition, consider an automated painless feedback system immediately after a transaction e.g through SMS

Collecter une information ne peut se faire sans un objectif précis en tête et une communication claire et transparente auprès de vos clients. S'ils savent pourquoi ils le font, s'ils savent combien de temps cela va prendre, leur motivation ne sera que plus grande. Mais encore une fois, oui il faut simplifier, oui il faut rendre la collecte plus "ludique", rapide et attractive. Mais n'oubliez pas de montrer que vous êtes prêt.e.s à agir. Demander du temps à ses clients sans le rendre en retour n'incitera jamais un client à recommencer l'exercice.

Use perguntas indiretas, em vez de perguntar diretamente por feedback negativo, use perguntas indiretas que permitam que os clientes forneçam informações sem se sentirem criticados. Por exemplo, pergunte "O que poderíamos ter feito melhor para tornar sua experiência mais agradável?" Também forneça várias opções de feedback, ofereça diferentes maneiras para os clientes compartilharem seus comentários, como pesquisas online, e-mail ou bate-papo ao vivo. Isso permite que os clientes escolham o método mais confortável para eles.

Importante definir uma plano de comunicação efetivo e prático. Através de reuniões presenciais ou via web objetivas e periódicas previamente acordada entre o Cliente e o ponto focal que atenderá o Cliente com este objetivo. Keep It simple!

Decide what it is you want to know. Focus on those issues. I hate surveys that seem like a fishing net thrown out at random to see what the catch of the day is...and which makes the survey too long. Give customers feedback channels that are aligned with the channels that they use to interact with your company. Make it easy for the customer. Finally, have a robust process in place to store feedback, analyse it and to act on it.

Closing the loop with customers that give feedback has got to be one of the most important elements of a feedback program. Not following up is disrespectful and lacks courtesy. It will also leave your customers wondering why they bothered giving feedback in the first place. Gradually, you will find that they won't bother any more. If you are establishing a feedback program, make sure you have a robust follow-up process in place and that the follow-up is monitored and reported on.

Acompanhe os clientes. Após os clientes fazerem uma compra ou usarem um serviço, entre em contato com eles para solicitar feedback. Isso mostra que você valoriza suas opiniões e que está comprometido em melhorar a experiência do cliente.

Send follow-up emails after providing a service, asking for feedback. Assure customers that their input is valuable and will help enhance their experience Use a live chat feature on your website to gather real-time customer feedback

There are lot many tech based software for these work in the present trend according to the industry what we are in. For example the chat bots which have become so famous in the recent times which in past days has mentioned as a waste of technology. And now we all can see how huge it has become now.

O Critério de Comportamento e observação e muito eficaz. Pode trazer mais do que informado pelo Cliente. Isto pode ser notado por exemplo nos modos de como são realizados novos requisitos, requerimentos, prazos exigidos, flexibilidades etc. Nem sempre o aparente relacionamento positivo pode refletir a realidade e não devemos jamais nos esquecer que o Cliente sempre tem opção!.

Use a análise de sentimento - Use ferramentas de análise de sentimento para analisar as respostas de feedback dos clientes e identificar tendências e padrões. Isso pode ajudar a identificar áreas específicas que precisam de melhorias.

Seja paciente e persistente, coletar feedback de clientes que hesitam pode levar tempo e esforço. Seja paciente e persistente em seus esforços e, eventualmente, você receberá informações valiosas.