What are the best ways used to get feedback from your customers about the overall customer experience at your company?

The best way to get overall customer exprience is taking direct feedback from the customers. This helps in understanding the customer personally. 

Obtaining feedback from customers about their overall experience with your scaffolding and formwork business (including rental equipment, selling equipment, and industrial services) is essential for improvement and customer satisfaction. Here are some effective ways to gather this valuable feedback:

1. Online Surveys:

• Create online surveys using tools like SurveyMonkey, Google Forms, or dedicated customer feedback platforms.
• Include questions about various aspects of the customer journey, such as the ease of renting equipment, the quality of purchased equipment, or the satisfaction with industrial services.
• Ask open-ended questions to encourage detailed feedback and suggestions.

1. Email Surveys:

• Send post-interaction email surveys to customers who have recently engaged with your business.
• Keep surveys concise and easy to complete, focusing on key aspects of the customer experience.
• Consider offering incentives, such as discounts or gift cards, to encourage participation.

1. In-App or Website Feedback Forms:

• If your business has an online presence, implement feedback forms on your website or within your app.
• Prompt customers to provide feedback after specific interactions, such as completing a rental or purchase.

1. Phone Interviews:

• Conduct phone interviews with select customers to gather in-depth feedback.
• Assign dedicated staff to make these calls and ask questions about the overall experience, pain points, and suggestions for improvement.

1. Social Media Monitoring:

• Monitor social media platforms for mentions, comments, and reviews related to your business.
• Respond to both positive and negative comments, and encourage customers to share their experiences.

1. Customer Advisory Boards:

• Create a customer advisory board consisting of loyal customers who can provide ongoing feedback and strategic insights.
• Hold regular meetings or discussions to gather input on your products and services.

1. Net Promoter Score (NPS) Surveys:

• Implement NPS surveys to gauge overall customer loyalty and satisfaction.
• NPS surveys typically consist of a single question, asking customers how likely they are to recommend your business to others.

1. Feedback Boxes:

• Place physical or digital feedback boxes at your business locations where customers can submit comments and suggestions anonymously.

1. Follow-Up Calls:

• After major interactions, such as the completion of a significant project or equipment rental, follow up with customers via phone calls to gather feedback.

1. Third-Party Review Sites:

• Encourage customers to leave reviews on popular review sites like Google Reviews, Yelp, or industry-specific platforms.

1. Employee Feedback:

• Empower your employees to collect feedback during their interactions with customers. They can then relay this information to management.

1. Competitor Benchmarking:

• Compare your business's customer experience with that of your competitors through mystery shopping or competitive analysis.

Once you collect feedback, it's crucial to analyze the data, identify trends and areas for improvement, and take action based on the insights gained. Regularly share the feedback with relevant teams within your business to foster a customer-centric approach and drive continuous improvement in the overall customer experience.

Perceived quality and  Loyalty and Attributional satisfaction andIntention to repurchase