10-03-2022, 12:05 PM
When and how to ask customers for feedback?
submitted by /u/adamthekid
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TLDR: I've crafted a bunch of questions I want to ask my customers. Wondering when and how to ask them without annoying them.
Of late, we have been working on our startup's future roadmap and as part of this, we are looking to collect ongoing feedback from our customers. Our initial thinking was to reach out via email and try and engage in dialogue with customers but I'm starting to wonder if there are better ways to do this.
The questions we're looking to ask our customers are:
- Have you recommended Mixo to your friends? This is a bit like an NPS score but it tells us if the customer is an ambassador.
- What 3 words would you use to describe Mixo? This is asked to find out if our marketing and value prop message is in line with what our customers perceive. Look out for customers that are on the money with your assumptions and highlight strong product-market fit.
- What would you say most influences your decision to use Mixo? I like this question because it tries to dig into what is important about Mixo to the customer. It highlights the main reason why the customer has become a customer.
- If we decided to close down, what’s your next port of call? It’s a bit of an oddly worded question, but essentially it's looking to see if the customer actually cares. If there is pushback, or the customer breaks down in a fit of crying, you know you have some ‘Titanic the movie’ love happening. Don’t let go.
I'm interested to hear people's perspectives on what has worked in the past and their opinions on how to best collect answers to the questions above.
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