So you have the questions you want to ask. You know the feedback you’re looking for. And you’re ready to take action.
But hold your horses!
When should you send the survey to your customer?
Is customer survey timing even a thing?
And does when you send the survey affect the results?
Let’s take a look at the role timing has on getting feedback from your eCommerce customers to answer these questions...
The 3 best times to send your feedback surveys
There are 3 prime times to send your eCommerce customers your survey. And knowing them will help you get better results. Each option below can also help you get better online public reviews. So you can accelerate your growth and boost your profits!
The time you choose to send your feedback survey depends on what you’ll be asking. So take a look at the three options and select when you should send your feedback surveys.
Here are the 3 best times for eCommerce businesses to send a customer feedback survey:
1.After the order is placed
You can send a customer feedback survey immediately after the customer has placed their order. At this stage, you’ll want to focus your survey around the buying experience. This can include:
- How easy was it to find the product you were looking for?
- Was the checkout process easy and straightforward?
- How would you rate your overall buying experience?
With the right feedback software, you can even attach your survey to the order confirmation email - an email you know the customer is going to open!
2. After the product arrives
You can trigger feedback surveys based on logistics data or by setting a timer. Ask the customer for feedback once they have your product in their hands. At this stage, you’ll want to focus your survey around the product itself. This can include:
- Was our product worth the cost?
- Did our product meet your expectations?
3. When the customer complains
If a customer complains, it’s the perfect opportunity to fix a problem. It’s a great chance you get to turn an unhappy customer into a happy customer. And an incredible moment to collect more info form your customer to see how happy they are with your resolution. You can learn more about how to deal with negative customer feedback in our previous blog post.
At this stage, you’ll want to focus your survey on the service and resolution you provided. This can include:
- How happy are you with the service we provided?
- Were you happy with the outcome?
- How likely would you be to recommend us to your friends and family?
Now you know the best times to send your customer feedback, simply match up your questions with the right time. And see how timing your feedback surveys right, can improve your response rate.