Studies have shown that less than 10% of your customers are willing to spend time to fill feedback forms, be it online or physical. This means that 90% of your customers don’t share their opinion about your product or service.
Forms that are crisp and to the point have more chances of getting filled up. You should think as to how many times you have filled up such forms when you expect your customers to fill up feedback forms.
Lengthy forms have one more disadvantage. Customers don’t like to spend more than 1 or 2 minutes to give feedback. So the fields left blank by the customers may be filled up by the counter clerks or service staff, thereby giving a rosy picture to the top management.
The feedback kiosks with a few smileys are the most effective of all methods. The customer just clicks one of the smileys to share his opinion. There are devices that have the option for the user to enter his mobile number, before giving feedback. This helps the management to call only customers who have given poor feedback and rectify the issue.