The idea of online feedback is fantastic- it really is quick and easy due to being accessible on your devices, and can be literally just a click to answer! Just like you can book an appointment online, or book a table at a restaurant at the click of a button, you can then tell a company how they have performed, also at the click of a button.
But what sort of feedback will you be getting in a click… is it a simple ‘Yes/No’, or a score out of 5? What about free-flowing responses… Does a number simply tell you enough?
BoomerangCRM’s researchers will begin their feedback by requesting a score between 0 and 10, which then allows us the calculate the NPS score, but this is not the end of our conversation…
Boomerang feedback requests dialogue form your customers, offering opportunities to then provide us with an honest answer. A numerical score can mean so many different things to different people, and so the dialogue itself is so much more worthwhile. If someone scores a 7, you know there is something that has not gone according to plan, but how will you know what improvements could be made without asking?
By the Boomerang researchers asking open-ended questions, your customers are encouraged to expand more and offer more information to support the score offered. We really do find out the who, the what and the why. We can dig for information to support the score offered, that will provide an insight into what has been working and what potentially needs further investment.
To begin receiving Boomerang feedback for your agency, and allowing your customers to offer a full and thorough insight into the services offered, contact us today at firstname.lastname@example.org or on 07826090501.
Client Account Manager and Research Coordinator