5 Creative Ways to Get Business Customer Feedback

Always ask for feedback. This is one of the secrets to building a Treasury Management service your customers love. If you don’t ask them, you won’t know what you are doing wrong. Today, we’re exploring 5 creative ways to get business customer feedback.

Where to start? It starts with creating a culture around supporting customers - a culture that isn't afraid to ask for feedback and be humble when things go wrong. 

Ideas for Generating Feedback

1. Distribute a survey through email to gather feedback from customers. This method is efficient and can reach a wide audience quickly.
2. Engage with customers directly for their opinions either when encountering them in person or during email communications. This approach allows for immediate and personal interaction, providing an opportunity for more in-depth feedback.
3. Implement a feedback feature within your customer portal, where clients usually log in to conduct business. Placing a feedback button or survey link within this system makes it convenient for customers to share their thoughts at a point where they are already engaged with your services.
4. Initiate telephone calls to customers to solicit their feedback. This can be structured in different ways, such as having the client relationship manager make the call, or alternatively, a member of the senior leadership team can reach out. This method adds a personal touch and demonstrates a high level of commitment to customer service.
5. For more technologically advanced banks, sending a survey immediately after a customer service ticket is closed can be an effective strategy. This "post ticket close customer survey" aims to gather immediate feedback on the customer's support experience, providing real-time insights into the effectiveness of customer service interventions.

What to do with the Feedback

• Systematically track all customer feedback as it forms an essential component of your Customer Satisfaction (CSAT) ratings. Keeping a record of this feedback provides valuable data for analyzing customer satisfaction trends and identifying areas for improvement.
• Take action on every piece of feedback received, whether it is positive or negative, to demonstrate that customer opinions are valued and taken seriously.
  • Handling Good Feedback:
    • Encourage satisfied customers to share their positive experiences on platforms like Google My Business, enhancing your company's public image.
    • Add the positive feedback to a dedicated database. This customer praise can be a valuable resource for creating customer testimonials in the future.
    • With the customer's permission, convert their positive feedback into a testimonial and feature it on the appropriate page of your website. For example, if a customer had a favorable experience with a specific service like Positive Pay, their testimonial could be a powerful endorsement on that service's page.
  • Addressing Bad Feedback:
    • Reach out to the customer who provided negative feedback to acknowledge their concerns and inform them that you are working on a solution. This immediate engagement demonstrates commitment to customer satisfaction.
    • Take steps to resolve the issue and follow up with the customer to explain the root cause and the measures taken to prevent future occurrences. Transparency and honesty in these communications are crucial, as customers are adept at detecting insincerity.
    • If the negative feedback appears on public forums like Google or other review sites, respond to the review positively and constructively. This shows other potential customers that your business is proactive and cares about resolving customer issues.

Use all feedback as a learning opportunity to improve internal processes and prevent similar issues from arising in the future. Continuous adaptation and improvement based on customer feedback can significantly enhance service quality and customer satisfaction.

Looking to improve your customer experience? We hope our 5 creative ways to get business customer feedback helps you along your Treasury Management journey.

Looking for help with Treasury Management and don’t know where to start? Our Implementer and Framework programs help banks create and manage a world-class Treasury Management department.