6 Easy and Proven Ways to Collect Customer Feedback (With Examples)
Let’s face it – the ever-evolving landscape of retail has made business owners feel like they need to reinvent themselves every year.
As a highly seasonal business, the cycling industry is no stranger to this, especially after the COVID bike boom – growth feels like an uphill battle for bike shop owners.
Before things get busy at the shop, these months are the perfect opportunity to implement new processes and focus on the customers that already trust you as their bike dealers.
Not only will you strengthen customer relationships by focusing on customer feedback, you will pick up new ones along the way too.
Let’s dive into the art of gathering feedback – we promise it’s easier than you think.
#1 Engage Post-purchase
With the current economic client, keeping your current clients happy is more important than ever.
They’re already convinced you’re the right place to find what they need, they have already spent money with you, why not stay top of mind and check-in on them?
Post-purchase follow-ups are the cure to preventing negative public reviews for your business.
Ever been in a situation where your intention didn’t match someone’s perception of a situation?
That is the quintessential human experience.
And although you and your team might think you are giving the best experience every step of the customer journey, there’s a chance that it doesn’t always land the way you want it with some customers.
Asking them about their experience via text message gives them an avenue to share their experience in an organic and private manner.
Implementing text messaging is key for business growth in 2024, in fact Bandwidth’s state of text messaging report states that text messaging brings in the highest ROI.
The channel with the highest ROI is SMS/MMS (text messaging & multi-media messaging) sits at 44.8%, followed by social media at 33.1%, and email at 22.1%.
Which channel gives the highest ROI?
Texting is making life better, period.
A direct statement from Brandwidth state of messaging report.
Here are some templates ready for you to use once you implement text messaging.
Hi Sarah! Just wanted to check in from {Shop Name}. How's your new mountain bike treating you? Any trails you're planning to take it on?
Hi Mike! It's {Shop Name} here. Just wanted to check in: how's the new helmet fitting? Let us know if there's anything else we can help with!
Hi Jess! Just a quick one from {Shop Name}. How's your ride been? Any comfort or performance insights to share?
Hi Alex! Thanks for choosing {Shop Name} for your accessories! How's the bike lock working out? Keeping your wheels safe and sound?
Hi Emily! We hope you're enjoying your new gear from {Shop Name}! How's it holding up on those long rides? Share any adventures!
Hi Jack! Just a friendly check-in from {Shop Name}. How's the bike rack fitting on your car?
Hi Lily! Quick message from {Shop Name}. How's the new bike?
Hi Ryan! We hope you're loving your new bike from {Shop Name}! Any feedback on the gears or overall performance? We're all ears!
Hi Mia! Just wanted to touch base from {Shop Name}. How's the repair kit working out for you? Prepared for any roadside fixes?
Hi Ethan! Thanks for shopping at {Shop Name}! How's the new gear? Let us know!
#2 Engage Before, During, and After Service
Effective connection with customers actually begins before the repair.
Get the habit of sending service reminders according to their purchases. Not only are you getting them used to a text message based relationship with your business, but you are also marketing your services in a personalized and organic way.
Once a bike is in your possession for a service, you can take things one step further by providing real time updates every step of the way.
This way you have a paper trail of everything that was communicated about the service, and it also makes every interaction a possibility for feedback.
Customers will love that they can stay in the know without having to pick up their phone and call you for an update.
The key part in this workflow is the check-in after the service. This is where perception issues can occur. Maybe something is not entirely up to their expectations, they will likely only realize that after a couple of rides.
Sometimes their issue can be minor - they might not leave you a bad review, but they won’t come back. Checking-in on their ride after a big repair or even a tune-up will make you stand out and be the key differentiating factor between an average experience and a great one.
Hi Sarah! Just a heads up from {Shop Name}: the work on your bike has started. We'll have your wheels spinning smoothly in no time!
Hi Mike! Your bike has reached the final stages of our premium tune-up service. We'll let you know as soon as it's ready for pick-up.
Hi Jess! Your bike tune-up is complete at {Shop Name}! Swing by between 10-6 to pick it up. We're excited for you to feel the difference!
Hi Alex! Just wanted to remind you that it's been six months since your last tune-up. Ready to keep your ride in top shape? Reply back to this text message to book a spot.
Hi Emily! We've noticed your bike might need a few more adjustments. Can we give you a call in the next 2 hours to discuss next steps?
Hi Jack! We have received the parts we need for your bike repair. We'll be in touch soon with updates. Thanks for trusting us with your wheels!
Hi Lily! We hope your bike is running like a dream after that tune-up! Just checking in to see how everything feels. Any feedback for us?
Hi Ryan! Hope everything is holding up with your bike after that repair, let us know how it's performing!
Hi Mia! Just wanted to make sure everything is up to par with your bike repair from {Shop Name}. If you have any questions or concerns, don't hesitate to reach out. We're here to help!
Hi Ethan! We'd love to hear if everything is running smoothly after that tune-up. Feel free to share your experience with us!
# 3 Engage Post-webchat
An interaction didn’t turn into a sale? There’s still an opportunity and a sale that can come out of that interaction.
Sending a follow-up text messaging to someone that was browsing your website is a great way to continue that conversation.
By timing the message a couple of days after their inquiry you might even catch them at a point where they are further along in their research and are ready to make a purchase.
If they aren’t then you have planted a seed that you have the options they are looking for and that you can assist them on their purchase.
Buying a $8,000 bike might take lengthy research, or it might not…
We have a great story for you about that here.
#4 Rethinking the Possibilities of QR Codes
Text messaging is not only a quick and easy way to do just about anything – from collecting feedback to even collecting payments, text messaging is also a great way to make interactions accessible.
Retailers have a special business advantage where they can easily put themselves in their customers shoes.
In fact, you might have started your business out of a lack of something in an industry you’re passionate about, and if not – every one of us has experienced walking into a store.
We all have that commonly-shared experience of visiting a store and not finding what you need.
How often did you choose to go up to a clerk and let them know that they don’t have a specific brand or product you were looking for?
You most likely walked out (if you didn’t kudos to you)!
By placing QR codes around your store asking for feedback or asking for customers to share whether or not your selection meets their needs is an accessible way to improve your business and establish a new communication channel with a potential customer.
This is especially important for soft goods, you want to avoid having an inventory surplus of things your customers don’t need.
Here are some ideas to get you started.
In search of special gear for your next outdoor adventure? Let us know what you need!
Need sizes you can’t find? Text us!
Any specific brands you were hoping to find today? Text us!
#5 Google and Facebook Reviews Reimagined
After engaging with customers post-purchase, repair and web chat, many and hopefully most interactions will be positive and rave-worthy.
The beauty of text messaging is that the conversation is quick, easy, and organic and often the perfect opportunity to ask for a Google or Facebook review.
Remember – timing is everything, generally speaking, you are interacting with the customer a couple of days after the purchase or service, so they have had time to try their new gear or bike.
The experience is still fresh in their mind and the method of asking for the review is just so much more convenient for them that they are very likely to go ahead and give you a 5 star!
For more tips of getting more Google and Facebook reviews for your business check out this post and Dash Bicycle’s success story, they have over 700 Google reviews and counting!
#6 Measure Customer Loyalty With NPS
You know you’ve hit the jackpot when a customer recommends and talks about your business to their friends and family.
Basically, word of mouth marketing is gold.
Why else would the concept of net promoter score (NPS) be based entirely on the simple question of whether or not your customer would recommend your business to their inner circle?
And what’s easier than texting back a number between 1-10?
By going the text messaging route, you are doing 2 things differently than your competitors that are still sending email and in-app NPS requests.
Text messaging is more convenient and quicker than email, and compared to the in-app experience, it gives you the opportunity to continue the conversation after they have given you a score.
Here’s where the magic lies with combining conversational text messaging and net promoter score requests: automatic and unique replies to promoters, neutrals, and detractors.
Keep Your Door Open to Feedback in 2024
The matter of fact is, every single effort you put into collecting customer feedback will:
Help you improve and grow your business with the feedback of customers that are already spending money with your business
Open a new communication channel with your customers which can lead to new sales and opportunities.