How to Collect Customer Feedback & Use it for Improving Your Online Reputation
Collecting customer feedback and acting on it is the
key to improving your business reputation. However, most dealers are likely to
have questions about implementing a feedback process.
Here are a few ideas
to implement an efficient customer feedback process. For
insights into customer feedback, read How Customer Feedback Helps Improve Your Sales.
1. Internal
Survey with the Support Team
Your
auto dealership can directly deploy the support and marketing teams to collect
customer feedback. These customer facing teams are in daily contact with
customers and once trained, they will be able to provide continuous feedback.
2. Email
Customer Feedback Forms
Email
is still one of the best ways to request customer feedback. Explain clearly how
feedback helps the dealership improve customer services, and then ask a few
questions.
3. Direct
Q&As
Shortlist
some new customers and after a few days, request feedback.
New
customers are more likely to provide clear and honest feedback
4. Monitor
Your Chat Logs
Another
way to collect customer feedback is by analyzing chat logs. Interactions
between your customers and the support team can uncover a lot of information
about the dealer staff, vehicles, and services.
5. Social
Media Platforms
Social listening helps in collecting customer feedback. Many customers would have had frank conversations about the dealership on social media platforms. Look for comments and mentions on these platforms to know what your customers are talking about you.
6. Search
for Your Brand Mentions & Online Reviews
Tools like
Google Alerts, SEMrush, Mention, etc. helps auto dealers track brand mentions. Spare
some time every day to track and analyze social mentions to understand what
customers expect from you.
7. Short
Pop-up Surveys on Your Auto Dealer Website
One of
the popular ways of collecting customer feedback is deploying a pop-up survey on
your auto dealer website. Make sure that your surveys are short since most
visitors are unlikely to fill out long web forms.
For more information on collect customer feedback and improve your online reputation, Contact Us.