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9 Best Practices to Collect Customer Feedback

How to gather useful feedback after a delivery or service appointment

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Welsh Water Enhances Customer Experience

The utility provider increased efficiency with tracking and feedback.

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Increase Feedback Volumes, Reduce Call Center Costs, and Speed Up Service Recovery with Real-Time, Actionable Customer Satisfaction Surveys

To meet and exceed expectations in today’s market, you need to listen to your customers. For feedback to be representative and actionable, businesses must survey customers quickly after each service appointment or delivery.

Maximize your response rate and reduce the need for outbound calls with a configurable and easy-to-use form sent immediately to a customer’s own device.

Feature Expansion

Impactful Timing

Prompt customers immediately following a service experience for feedback on their personal device.

Configurable Forms

Easily ask customers feedback questions relative to their service or delivery experience.

Configurable Rating System

Configure emoji, star, or number ratings to monitor customer sentiment.

Dynamic Questions

Set up different follow-up questions based on positive and negative feedback responses.

Long-Form Feedback

Allow customers to type comments and feedback into the customer feedback portal freely.

Negative Alerts

Immediately notify customer support teams of negative feedback to be actioned.

Operational Transparency

View customer feedback as part of the job details on the operational dashboard.

Filter Feedback

Easily sort, find, and take action on customer feedback by organizing and filtering jobs.

Exportable Data

Analyze feedback by job or user and create aggregated views by driver or branch.

— Michael Alldridge
Operations Direction, South West and Wales, HSS HIRE

"Driver feedback is a game changer for us and provides a wealth of information. Previously, negative feedback would be directed to a sales colleague and escalated over a matter of weeks. Now, customers get a call from a senior manager within thirty minutes, to see what we can learn from the experience."

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Additional Resources

Paradigm Introduces Tracking and Feedback

Real-time feedback contributes to the preventative complaints process.

Read the success Story

What to Look for in a Feedback Platform

Considerations to help you choose a customer feedback solution.

Read the article

How Customer Feedback Improves Service Recovery

Discover how real-time feedback can transform your customer service.