Understanding customer sentiment during the customer journey is critical to getting an overall big picture of your business. For a hotel that can include locations such as the front desk, spa and restaurant. For a campus, that can include the bookstore, cafeteria or coffee shop. In a healthcare setting that could include everything from patient rooms, to retail locations and waiting lounges. Each industry has a different journey that customers take and measuring the experience should be consistent among all those locations. Today, ensuring you collect digital feedback is just as important to understanding the customer journey.
Digital feedback touch-points includes the website where people go through a completely different buyer’s journey. Manage the customer experience on key website pages including booking pages and contact pages where you can manage requests and complaints. Use Loop to gather customer feedback during key points in the digital journey. Then easily aggregate that data with the location-based feedback that you are collecting on-site to get a picture of the customer experience.
Using Loop Feedback you’re able to distribute surveys on kiosk, through email, SMS, link and web. This covers off key areas that you will want to collect customer feedback and all responses will be rolled up into your dashboards make sense of the overall trends and insights. So how do you maximize the use of surveys on your web experience? In this blog we will go over distributing surveys on the Loop web channel and how it ties into the other data you’re collecting in the customer journey.
Why Collect Feedback on Your Website?
Your website can be a powerful tool to educate customers and prospective customers about your business. From what you have to offer, to specials, promotions and a way to reach you, your website is a tool that is often visited by most people that interact with your business. This is why your website should not be neglected when you’re considering locations that you collect feedback in your customer journey.
Optimize key pages that support increasing business, or interacting with customers by giving people a way to provide feedback to help you improve your services.
Some questions you could get answers to include:
- Why are people abandoning their cart?
- Why don’t the visitors fill out a form?
- Why do your pages have a high bounce rate?
- What else can you do to improve their experience?
- What are the elements that customers find annoying on your website?
Which Website Pages Should You Collect Feedback On?
Select key pages to the business that customers interact with to collect customer feedback on. This could include booking pages, your cart page, promotions / specials, and contact us. This gives the customer an opportunity to exercise their voice. It’s important that you allow your customers to feel heard and this will also help support the business by giving you valuable information on things you can optimize to achieve your goals.
Use customer satisfaction, net promoter score, and customer effort score to understand the customer sentiment and areas of improvement for your business. Whether it’s a user interface complaint or a key piece of missing information, collected feedback from your website can be a very valuable asset to the business.
Distributing Surveys on the Web Channel
In release of 4.15 Loop 360 users can now distribute surveys by embedding them directly into a specified webpage of their choice. This makes it easy to add surveys from Loop into any page of your website.