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What is a Digital Customer Feedback System?
A digital customer feedback system is a system used by companies to gather customer feedback on customer experience. Gathering customer feedback throughout the customer journey is integral to building a good customer experience management program as it allows you to identify issues and pain points that may influence customer retention or conversion. Additionally, a good digital feedback program can help generate new business leads and can significantly improve customer satisfaction levels.
Strategies to Effectively Run a Digital Feedback System
Prevent Repeated Display
Some companies make the mistake of asking for feedback every time a customer comes to their mobile app or website. Repeated display can annoy or frustrate users and can damage user experience (UX). Instead, you should start asking for feedback at longer intervals, such as every 6 months, in order to remain discrete. Then, based on participation rates, you can increase the display frequency to once every month. This will help you find the perfect balance of insight and UX without damaging the user experience.
Balance Active and Passive Engagement Approaches
Active approaches refer to when you “intercept” customers for feedback, whereas “passive” approaches refer to the ever-present feedback surveys on a company’s website or app. Both these approaches have their own advantages and disadvantages. For instance, passive approaches contribute to a better UX, unlike active approaches that may sometimes present themselves as a hurdle. However, passive approaches rely on customer opt-in which is usually less representative than active approaches and may lead to lower survey response rates.Therefore, using a combination of active and passive approaches will allow you to collect representative data while being less indiscreet than through the active approach alone.
Map Customer Journey to Ask the Right Questions at the Right Time
Clearly map out customer journey including the different digital touchpoints. Then, gather information at each touchpoint in order to identify where customers may be facing issues or pain points. Once you know the different issues customers are facing, you can take the appropriate measures to eliminate them.
Keep your Feedback Surveys Concise and To-the-point
Be precise in what you ask in your customer feedback surveys. Asking too many questions can significantly drop response rates, giving you less feedback to work with. Instead, focus on 3-5 important questions that can help you obtain key insights on customer journey. Shorter feedback surveys are also easier on UX as they won’t frustrate visitors with pointless questions.
FAQs on Digital Customer Feedback System
Why is it important to employ a Digital Customer Feedback System?As customer interactions are increasingly taking place online, a digital customer feedback system will allow you to connect with respondents where they are.What is DCX?DCX, or Digital Customer Experience, is the sum of all interactions a customer has with your brand through digital and online channels.What is digital customer experience management?Digital customer experience management involves understanding how customers interact with your brand through digital platforms.What is User Experience? User Experience, or UX, refers to the feelings users experience when using an application, system, service, or product.
Why Choose Voxco?
Use Voxco as a part of your digital customer feedback system to enjoy the following benefits:
Omnichannel Survey Software
Voxco allows you to track customer experience and satisfaction through a range of different online and offline channels. This includes a range of digital channels such as social media, website, email, and more.
Voxco Analytics
Voxco Analytics analyses your survey data with the use of live visual dashboards that perform complex statistical analysis and in-depth reporting.
Access to Existing Survey Templates
With Voxco, you have access to a range of existing survey templates created by our team of professionals at Voxco. This includes survey templates for the calculation of useful metrics such as CSAT and NPS. Instead of creating a survey template from scratch, which can be time-consuming, you can choose one of our existing survey templates and customize to meet your needs.
