Solicited feedback plays a pivotal role in nurturing strong relationships with users. Understanding their needs and perspectives helps businesses tailor their services to better meet expectations. 

It has been observed that 52% of consumers believe companies need to take action on feedback provided by their customers. Solicited feedback through surveys, interviews and other methods allows companies to directly address customer concerns.

However, soliciting honest, constructive, and actionable feedback presents its own set of challenges. Users may hesitate to share true feelings, fearing negative repercussions or simply doubting their opinions will matter.

Despite these obstacles, feedback remains a crucial mechanism for workplace and service improvement. It provides invaluable insights that drive enhancements, fostering an environment of continuous growth. In this article, you will learn the importance and some key methods of soliciting feedback.

The Importance of Solicited Feedback

Solicited feedback isn't just a tool; it's a bridge that connects you to the users. It is essential for fostering strong, trust-based relationships. By actively seeking opinions and insights, businesses show they value their users' voices and are committed to meeting their needs.

Builds Strong Relationships: Demonstrates that businesses value their users' opinions, fostering trust and loyalty.

Drives Improvement: Provides direct insights into users' thoughts and feelings, identifying areas for enhancement and highlighting strengths.

Improves Products and Services: Helps businesses refine their offerings based on user needs and preferences.

Measures Customer Satisfaction: Offers a clear understanding of how satisfied customers are with products or services.

Enhances Customer Loyalty: Shows commitment to users' needs, increasing their likelihood of returning.

Increases Customer Engagement: Encourages users to share their views, making them feel more connected to the business.

Offers Competitive Advantage: Helps businesses stay ahead by continuously adapting to user feedback.

Provides Valuable Marketing Insights: Reveals what users value most, guiding effective marketing strategies.

Helps Retain Customers: Identifies issues early, allowing businesses to address concerns and retain users.

Supports Business Growth: Creates a feedback loop that promotes ongoing improvement and aligns business growth with user needs.

With us, you can efficiently collect solicited feedback as we offer you embedded interactive feedback mechanisms directly within their product, such as rating prompts, feedback forms, and NPS surveys. This allows for real-time, contextual feedback collection.

Key Methods to Solicit Feedback

Let’s see some key methods to gain solicited feedback from your users:

Surveys or Questionnaires: Surveys and questionnaires are effective tools for collecting structured feedback from users. These can be distributed online, through email, or in person. They allow businesses to ask specific questions and gather quantitative data on various aspects of their services, helping identify areas of strength and opportunities for improvement.

For example, UNIQLO sends a survey to customers after they complete a purchase, asking about the shopping experience, product satisfaction, and areas for improvement.

UNIQLO survey

Feedback Forms on Website: Feedback forms on websites offer a convenient way for users to provide immediate feedback. These forms can be strategically placed on key pages, such as after a purchase or a service interaction. By making feedback forms easily accessible, businesses can encourage more users to share their thoughts and experiences.

For example, Ingrid displays a feedback section on the order confirmation page, allowing customers to rate their checkout experience and leave comments.

Ingrid feedback collection

Email Solicitations: Email solicitations involve sending direct requests for feedback to users' inboxes. This method is particularly effective when personalized, asking for feedback following a recent transaction or interaction. It allows businesses to gather detailed insights and shows users that their opinions are valued and important for improvement.

For example, Canva sends emails to inform its users about their new and updated features and get customer feedback. 

Canva email feedback collection 

Also read: 3 Techniques for Unlocking the Power of Actionable Feedback

Social Media Platforms: Social media platforms like Facebook, Twitter, and Instagram are valuable for engaging with users and collecting feedback. Businesses can monitor comments, direct messages, and mentions to understand user sentiments. Additionally, social media polls and posts can prompt users to share their opinions, offering real-time insights.

For example, CeraVe runs a poll on Instagram Stories asking followers which new product they would like to see next, gathering direct input from their audience.

CeraVe social media feedback collection

Comment Cards: Comment cards are a traditional yet effective method for collecting in-person feedback. Often used in retail and hospitality settings, these cards provide a simple way for users to leave comments and suggestions. They can capture immediate reactions and specific details about the user experience that might be missed otherwise.

For example, a café provides comment cards at each table, encouraging customers to share their thoughts on the menu and service before they leave.

Comment cards

Interviews or Focus Groups: Conducting interviews or focus groups allows businesses to gain in-depth, qualitative feedback. These sessions provide a platform for users to express their thoughts and experiences in detail. Facilitated discussions can reveal nuanced insights and generate ideas for improving products, services, and customer interactions.

For example, the European Cluster Collaboration Platform invites a group of users to participate in a focus group to discuss their experiences with a new feature, gathering detailed feedback for future improvements.

 European Cluster Collaboration Platform focus group invitation

Mobile Apps: Mobile apps offer a convenient and modern method for collecting feedback. In-app surveys, push notifications, and feedback prompts allow businesses to gather real-time feedback from users. Mobile apps can also track user behavior, providing additional data to understand user preferences and improve the user experience.

For example, the Freeletics app prompts users to rate their workout experience after completing a session, collecting immediate feedback to refine app features.

Freeletics app feedback

Also read: Customer Feedback Methods: Why is it important?

Review Websites: Review websites like Yelp, Google Reviews, and TripAdvisor are powerful platforms for collecting public feedback. Users can share their opinions and rate their experiences, providing businesses with valuable insights. Monitoring and responding to reviews can help businesses address issues, improve their reputation, and build trust with potential users.

For example, Settle Up actively monitors and responds to reviews on Google Play, using feedback to make improvements and show customers their opinions are valued.

Settle Up website review 

Suggestion Box: A suggestion box is a simple, low-tech method for collecting anonymous feedback. Often found in physical locations, suggestion boxes allow users to drop written comments and suggestions. This method can encourage honest feedback and provide a steady stream of ideas for improving products and services.

For example, Hudson Nonstop places a suggestion box near the exit, inviting customers to leave comments about their shopping experience and any ideas for product offerings.

Hudson Nonstop suggestion box

Feedback through Customer Support: Collecting feedback during interactions with customer support representatives is an effective way to understand user needs and concerns. Whether over the phone, via chat, or through email, these interactions can provide immediate, actionable feedback. Training support staff to ask for feedback ensures that businesses can continuously improve their service quality.

For example, eBay trains their customer support team to ask for feedback at the end of each call, gaining insights to enhance their customer service experience.

Nudge’s Survey Feature

Here at Nudge, we provide an easy way to create and deploy surveys to collect solicited feedback from users. This will allow you to gather insights on user preferences, pain points, and expectations.

Conclusion

In a nutshell, to solicit valuable customer feedback, start by defining clear objectives for what you want to learn. Use concise and relevant questions tailored to the customer’s experience. 

Employ various methods like surveys, feedback forms on your website, social media, and direct emails to reach a wider audience. Ensure your questions are unbiased to get honest responses. Respect customers' time by keeping surveys short and straightforward. 

Offer incentives to encourage participation. Lastly, choose the right timing, such as post-purchase or after customer service interactions, to get timely and relevant feedback. Book a demo with us to get access to a range of feedback templates to collect important user insights.