Subscribe
Join 40,000+ sales and marketing pros who receive our 4x a week insights, tips, and best practices.
Thank you! You have been subscribed.

Free Guide: The Ultimate Inbound Marketing Strategy Playbook 2022

Read the Guide Subscribe
Join 40,000+ sales and marketing pros who receive our 4x a week insights, tips, and best practices.
Thank you! You have been subscribed.
Learning Center
Learning Center
Close

Learn

Access the Learning Center

Free resources to help you master inbound marketing and They Ask, You Answer

Access the Learning Center

Blog / Newest Insights

Jump straight to the latest inbound marketing and They Ask, You Answer insights

Access the Learning Center

Free and Pro Courses

Take your knowledge to the next level with free and Pro courses inside IMPACT+

Access the Learning Center

Recordings on Demand

On-demand recordings from past IMPACT events and livestreams

Access the Learning Center

Featured

Inbound Strategy Playbook 2022

Learn 7 foundational principles that have proven to set inbound marketing strategies up for success

Access the Learning Center

Free 5 Min. Inbound Marketing Assessment

Take this free assessment and learn what you can start doing today to boost traffic, leads, and sales

Access the Learning Center

Blueprint for a More Profitable Agency

See why coaching, not implementation, is the key to happier clients and better profit margins

Access the Learning Center

Case Studies

See examples of companies working with IMPACT and thriving with They Ask, You Answer

Access the Learning Center
Events
Events
Close
IMPACT+ Membership
IMPACT+ Membership
Close
Services
Services
Close
Navigation_8_2021_taya

They Ask, You Answer Coaching & Training

They Ask, You Answer Coaching & Training
They Ask, You Answer Workshop

They Ask, You Answer Workshop

They Ask, You Answer Workshop
Navigation_8_2021_workshop

Inbound Marketing Services

Inbound Marketing Services
Navigation_8_2021_website design - monitor

Website Design & Development

Website Design & Development
Navigation_8_2021_hubspot implementation

HubSpot Training & Implementation

HubSpot Training & Implementation
Navigation_8_2021_virtual selling

Virtual Sales
Training

Virtual Sales <br>Training
Navigation_8_2021_swell - paid ads

Paid Search & Social Services

Paid Search & Social Services
Become a Certified Coach
Become a Certified Coach
Close
Close
The Ultimate Inbound Marketing Strategy Playbook 2022

Free Guide:

The Ultimate Inbound Marketing Strategy Playbook 2022
Read the Guide
The Ultimate Inbound Marketing Strategy Playbook 2022
Free Inbound Marketing Playbook
View The Ultimate Inbound Marketing Strategy Playbook 2022
The Ultimate Inbound Marketing Strategy Playbook 2022

Free Guide:

Take your inbound strategy to the next level

  • Master the 7 principles of highly effective inbound marketing
  • Dramatically improve your inbound sales
  • Get more buy-in at your company

7 Best Customer Feedback Tools for Small and Medium Size Businesses

By Carolyn Edgecomb

Carolyn Edgecomb also recommends this free guide: The Ultimate Inbound Marketing Strategy Playbook 2022.

7 Best Customer Feedback Tools for Small and Medium Size Businesses Blog Feature

7-survey-tools-for-getting-valuable-customer-feedback-featured.jpgHow well is your company doing? Are your customers satisfied? Are you even capturing that information?

Obtaining feedback isn’t only for B2C companies, but B2B companies as well. Whether you’re offering a product, a service, or even both, knowing how your customers feel will allow you to course-correct problem areas and gain an understanding of where you’re struggling and succeeding.

Free Guide: The Ultimate Inbound Marketing Strategy Playbook 2022

Often times, when you’re on the phone with a customer or client, they might be telling you what you want them to say. When in reality, they’re completely unsatisfied.

You need to ensure that you’re receiving honest feedback, whether it’s the good, the bad, or even the ugly.

With feedback from your customers you’ll be able to:

  • Determine whether or not they’re happy with your service
  • Understand what motivates them and how you can better help them reach their business goals
  • Gain a better understand of how your customers perceive you and your company

But to be successful in this, you need to have a goal and the right survey tool.

How You Can Increase Your Customer Survey Response Rate

Even the best tool alone can’t make someone participate in your survey. In order to encourage participation and avoid watering down your data, you’ll need to find a way to make them want to engage with you; to communicate their thoughts with you.

Before we explore the tools you can utilize, keep these best practices at the top of your mind:

  • Use incentives Make your survey suitable for mobile devices
  • Avoid video and graphics
  • Create a questionnaire that encourages your customers to participate (less than 20 questions, keep them short, start with the most essential questions)
  • Include a progress bar
  • Explain the survey's purpose

Now, creating an online survey like this is simple. While there are several companies and tools out there, not everyone will be the best fit. It’s important to look for one that is easy-to-use but also has all the features you’re looking for. Here are 7 that I highly suggest:

1. Delighted

Interested in capturing your net promoter score?

Unlike traditional surveys where you might want to ask them a number of different questions, with Delighted you’re only going to ask them one.

With this tool, customers receive your question, rate your product/service, and then provide feedback in their own words. This feedback then appears instantly in your dashboard.

Delighted allows you to:

  • Take if for a test drive, prior to committing
  • Customize your survey and thank you message with your brand colors, logo (the thank you message can also be customized to the score they give you) and personalized text
  • Add multiple users
  • Receive a weekly feedback digest (summary of the feedback you received and your updated NPS
  • Easily route specific types of feedback to the necessary people
  • Create trends based on product, service, team members (the options are endless)
  • Utilize an API to send surveys based on an action such as an order was delivered or they reached a milestone of being a customer for 3 months.
  • Integrate with other great platforms, such as: shopify, salesforce, zapier, etc.

Without any technical knowledge required, Delighted allows you to receive real feedback from your customers in minutes rather than weeks or even longer. Need a little inspiration? Here’s a look at what our survey looks like:
 Delighted-customization.png

2. Client Heartbeat

Do your customers love you?

Client Heartbeat is a great platform for gauging how happy or unhappy your customers are.

You can capture that information by surveying customers, measuring, and tracking customer satisfaction and identifying those that are unhappy.

One of the major benefits of using this platform is being able to see how your customers scores have changed. There’s nothing worse than having to run separate reports in order for you to gather that information.

With Client Heartbeat, everything is in the same place. Keep in mind that receiving feedback from your customers shouldn’t be a one time effort, but rather a recurring activity.

Their platform allows you to:

  • Create custom questions or choose from a list of questions already used by other companies in your industry (allowing you to benchmark your results against theirs)
  • See how individual client scores have changed
  • Benchmark your data against other companies in your industry
  • Receive alerts via your email for customers once their tagged as unhappy
  • Schedule recurring surveys
  • Easily display testimonials on the homepage of your website

3.CustomerSure

Improving team performance and customer satisfaction go hand-in-hand.

CustomerSure only allows you to send surveys, but it offers a platform for collecting testimonials and running a help desk.

Getting feedback at the right time is essential. Depending on your objective and the type of feedback you’re looking for, CustomerSure allows you to trigger a survey based on an action.

Did someone call your support team? If so, you want to know how their experience was. Trigger a survey once the support ticket is marked closed.

Are they a new customer? Trigger a survey after their first month.

This platform gives you the actionable data you’ll need to not only measure customer satisfaction but also improve it.

It allows you to:

  • Identify how customer feedback trends quarter over quarter
  • Ask for feedback directly from your website through a widget
  • Eliminate recurring complaints
  • Make your company customer-centric

4. Wootric

Boosting your customer satisfaction is easy with Wootric, as you no longer need to rely on sending your customers an email. Wootric allows you to run your surveys from inside your web and native iOS/Android mobile apps.

Unlike other platforms where you have to schedule or set triggers to send your survey, your customers are immediately targeted within your web or mobile application.

Wootric allows you to:

  • Reduce churn Keep a pulse on customer satisfaction
  • Identify customers who might be ready for an upsell

Here’s a snapshot of the survey in action:

Wootric-customer-feedback.png

5. Poll Everywhere

Are you giving a presentation? Or even giving a product demo? Wouldn’t it be cool if you could get feedback in real time from your audience?

That’s possible with Poll Everywhere!

Poll Everywhere allows you to ask question in the following formats:

  • Q&A / brainstorm
  • Clickable image
  • Open-ended
  • Multiple choice

Once you’ve created your survey, you have the ability to embed the poll into a presentation, allowing your audience and customers to engage with you in real-time. All you have to do is have your audience send a text message and the results will automatically appear.

Poll_Everywhere.png

Poll Everywhere is a great tool for companies hosting events or routinely giving sales presentations. It gives your audience a quick and easy way to provide feedback.

6. Twitter Poll

Now, you might not be able to target your specific customers, but Twitter Polls are a great way to receive feedback regarding your product and product features quickly without having to reach out to people personally.

If you have a product, requesting feedback from your customers might feel like pulling teeth, but Twitter Polls make it as simple as one click.

You’ve probably heard a ton about Twitter Polls, but here’s a quick rundown of what you need to know:

  • The life of a Twitter Poll is between 5 minutes and 7 days (depending on the set duration), the default duration is 24 hours
  • Four-choice poll
  • Votes aren’t shared publicly
  • When the voting ends, all respondents will receive a push notification alerting them of the final result
  • Polls can’t be scheduled

Whether you’re interested in capturing customer feedback or posing general questions to your audience, Twitter Polls are great.

Twitter_Polls.png

You should also consider embedding them into your blog posts; this is a simple way to increase engagement with your readers and Twitter audience.

Once a poll ends, your embedded tweet will show the results, still providing value to your blog post and readers.

7. Google Forms

If you’re looking for an easy and simple platform for creating a survey big or small, Google Forms is your answer.

Not only is the platform free, but you’re able to send the survey to as many people as you want, and you can even embed the the form into an email or a site page. Once your respondents start replying, all of the data is automatically collected within a Google Spreadsheet.

Want to customize your survey? Not a problem. You can easily upload your own photo or logo and Google Forms will pick the right colors complete the overall look and feel of your form. Not interested in added a photo or logo, you can choose from a number of curated themes.

Did I also mention that you can create as many surveys and invite as many team members to collaborate with as you desire too? You can’t lose.

How Are You Generating Customer Feedback?

I’d love to hear about other tools you’re utilizing to encourage your customers to leave feedback (whether it’s good or bad). Share them with me in the comment section below!

The Ultimate Inbound Marketing Strategy Playbook 2022
The Ultimate Inbound Marketing Strategy Playbook 2022

Free Guide:

The Ultimate Inbound Marketing Strategy Playbook 2022

Take your inbound strategy to the next level

  • Master the 7 principles of highly effective inbound marketing
  • Dramatically improve your inbound sales
  • Get more buy-in at your company

Topics:

Inbound Marketing
Published on March 23, 2016

Recent Articles

How Much Does Inbound Marketing Cost in 2022?
January 24, 2022 • 12 min read
Inbound Marketing for Insurance Companies, Agencies, and Agents
January 21, 2022 • 7 min read
4 Signs Your Revenue Team Is Slowly Failing
October 23, 2021 • 9 min read
17 Examples of Inbound Marketing That Drive Sales
October 11, 2021 • 13 min read
HubSpot and Data Privacy: How to Collect Contacts the Right Way
October 4, 2021 • 4 min read
5 Key Elements of a Winning Inbound Marketing Strategy
September 14, 2021 • 14 min read
The Fundamentals of Inbound Marketing
September 9, 2021 • 13 min read
Inbound Marketing Strategy: 7 Steps to Success
August 11, 2021 • 8 min read
How to Learn Inbound Marketing in 5 Easy Steps
August 4, 2021 • 7 min read
What is the Inbound Marketing Funnel? (+ Examples)
July 26, 2021 • 7 min read
How Can the StoryBrand Framework Be Used for Inbound Marketing?
July 21, 2021 • 6 min read
I’m a word-of-mouth business: How can inbound marketing help me grow?
July 20, 2021 • 5 min read
5 ways you can use the StoryBrand framework to make a better website
June 14, 2021 • 5 min read
9 ways to get the most out of IMPACT+ in 10 minutes a day
June 4, 2021 • 8 min read
Inbound Marketing vs. Outbound Marketing in 2022: Which is Better?
May 18, 2021 • 10 min read
Green energy marketing strategy: The DIY approach to getting more customers
May 17, 2021 • 9 min read
Who Should Use Inbound Marketing?
March 9, 2021 • 9 min read
What is the Inbound Marketing Methodology? (Updated for 2021)
March 3, 2021 • 17 min read
How to manage your online reputation and reviews in today's marketplace [Free IMPACT+ Course]
January 28, 2021 • 6 min read
Marcus Sheridan: 'Virtual Sales Can Work in Any Industry'
December 14, 2020 • 4 min read
New Pinterest weighted ads have better CX customization
December 8, 2020 • 3 min read
7 Inbound Marketing Strategy Mistakes that Will Cost You in 2021
December 3, 2020 • 8 min read
4 simple inbound marketing tips that will get you big results in 2021
December 2, 2020 • 6 min read
Why You Need a Content Manager On Your Digital Marketing Team [+ Video]
November 5, 2020 • 9 min read
Inbound Marketing vs. Content Marketing: What's the Difference? 
October 28, 2020 • 9 min read