The Importance of Customer Feedback Forms in Managing Your Online Reputation

Customer feedback is critical to understanding and improving car dealer services, operations, and customer experiences. With quality feedback, you will be able to attract more customers and increase your online reviews. 

Most car dealers are aware of the importance of customer feedback but find it challenging to gather it methodically. This is where well-designed customer feedback forms help your dealership.

Here are some tips to design the best customer feedback forms for your dealership.

1. Make Your Feedback Form Responsive

Most of your prospects are likely to fill up forms on their mobiles. Some of them may be using laptops or Tablets. A responsive feedback form ensures that it adjusts itself for the best customer experience, regardless of the user’s device.

2. White Space is Important

Make sure your customer feedback form appears clean and uncluttered, with enough white space. A cluttered design looks complicated and time-consuming, driving prospects away. 

3. Include Open-Ended Questions in Your Customer Feedback Form

Open-ended questions provide space to explain customer preferences, and may help gather insightful feedback. Do include them.

4. Avoid Marketing Questions

Questions like - ‘How did you hear about us?’ or ‘Will you recommend us?’ are mostly irrelevant to customers. These marketing questions can be used by your marketing team to gather specific product or service feedback in polls, but try to avoid them in generic website forms.

5. Label the Form Fields Correctly

Clear, concise, and specific form fields can help improve your customer feedback quality.

It is important that the labels are self-explanatory and placed in proximity to the field. 

6. Don’t Make All Fields Mandatory

A lot of mandatory fields may repel your customers and they may not complete your customer feedback form.

Customers are actually doing your dealership a favor by filling the feedback form. Give them the freedom to choose if they are to answer all questions. 

7. Ask for Issues You Are unaware of

You need customer feedback so that you can understand what you have overlooked in the past and the things that you are unaware of.

This can be extracted from your customers by including a ‘free text’ comment field.

8. Maintain Scale Consistency

If there are rating scales in your questions, then maintain consistency.

For instance, if one question’s rating is between 1 and 5, then try to keep it constant for the other questions.

9. Act on the Feedback & Let Your Customers know

Once you receive feedback, make sure to go through each one of them and act on it. If you have find a customer’s feedback useful and acted on it, then share the information with customers.

For more information on the importance of customer feedback forms and its role in managing your online reputation, Contact Us.