Tracking online customer behavior through social media channels and other analytical tools can give you an insight into their experience with your ecommerce business, but it is not always enough. Sometimes it helps to directly hear from your customers what they think of various aspects of your business, like your website’s design, product experience, customer service experience, etc.

Here are a few techniques using which you can personally get feedback from your customers for your ecommerce business:

Conduct A Survey

Surveys are the most popular way of getting feedback. They are easy to create and send. There are two types of surveys – long surveys and short surveys. Long surveys involve sending out external survey forms with open-ended questions to people in a mailing list or followers of social media accounts of businesses. Short surveys include questions on ecommerce websites with multiple choices for answers.

Ask For Product Reviews

Reviews can help you to know your customers’ experience in detail. You can add a text box at the end of your website for your customers to leave their review of the product, packaging, timely delivery, their experience with the product, etc., and their suggestions for it.

Request A Rating

Not all of your customers would be interested in or have the time for filling out forms and typing out their experience in detail, and this is where ratings come in. You can ask your customers for ratings at every step of the shopping process. You can ask them to rate the website’s design and navigation, their past purchases, the product they just purchased, its delivery speed, packaging, quantity, etc.

Conduct Live Chats

Live chats humanize your brand. Using the live chat feature, you can give your customers the chance to talk to a real person in real-time. This feature can help them to get to a particular page on your site, discuss their issues you’re your products, or narrate their experience of shopping with you.

Get Feedback For Your Customer Service

Your customer service affects your customers’ perception of your brand, which in turn affects its word-of-mouth. After you have finished interacting with your customers, ask them if they are satisfied with the way their issues were handled. Find out whether their queries are resolved, and if they had a positive experience with your customer support team. This will help you to know which medium has been the most effective in resolving your customers’ issues.

Call Your Customers

A personalized approach to seeking customer feedback is calling them. Calls make it easy for customers to freely express themselves. To gain the trust of your customers, you must talk to them calmly, empathize with them, and avoid rushing the call.

Seek Feedback On The Order Confirmation Page

After a customer places their order, ask them about their experience. Find out if it was difficult for them to get to a particular section or place the order.

Collect Feedback On The Cart Abandonment Page

You can significantly reduce your cart abandonment rates by asking your customer the reason for not completing the order. You can give them multiple options for answers to choose from, like the delivery costs, extra charges, lack of payment options, etc.

Ask For Feedback Upon A Product Return

Find out why your customers want to return your product. This will give you the chance to understand the loopholes in your product like its packaging, delivery time, inconsistency with its description on the website, etc.

Ask For Feedback In Return For Rewards

Providing feedback is a time-consuming process for your customers. Show your gratitude to them for taking the time out to provide their feedback, by offering incentives like free product samples, gifts, or discounts/coupon codes for their next order.

Other Feedback Questions To Ask Your Customers

• How happy are you with your product?
• Why did you choose our website?
• What is your purpose behind using our product?
• Has the product fulfilled your goals?
• What would you like to change about our products?
• How likely would you be to shop with us again?
• How likely are you to recommend us?