Want feedback on your travel agency services but don’t exactly know how? Let us help you. Find out some of the best ways to ask for feedback from customers.
The key to building a successful business is to pay attention to every single detail. However, customers have always occupied the top spot when it comes to priorities, and for all the right reasons. After all, is there even a business without any customers? We think not. Happy customers are directly proportionate to higher revenue generation and business growth.
But you don’t need a lesson on that now, do you? Being a travel business owner, you already know that. However, it can indeed become a challenge when it comes to satisfying your Gods, aka customers. And although you can solve that through impeccable service, the question is, can a business really be flawless?
Of course, not! But what you can do is try and meet the majority of your customers’ popular demands or solve outstanding complaints. One of the best ways to do so? Customer feedback. And because straight-up asking for customer feedback can sometimes be awkward, we will help you find out some of the best ways to ask for customer feedback. But before that, let’s find out why a business should even bother getting feedback from customers.
Why Ask For Feedback From Customers?
Feedback, positive or negative, can have a massive impact on the way we chaperone our business in the competition. Because the travel business is a customer-centric industry, the success of your agency highly depends on the number of new customers as well as old and loyal ones. But why prioritize feedback from customers? Keep scrolling to find out!
1. Feedback helps identify areas for improvement in your products.
When you launch a new product or an exclusive travel offer, you must have already studied the market and customer needs thoroughly. However, it is only after your customer uses it that you finally get to learn about the kind of response that the product will be receiving.
Feedback from customers can help you understand if the product is working for your business. Feedback can also be used as a way to improve or amend the flaws in your services if any.
2. Feedbacks make customers feel valued and involved.
Taking the time to ask for feedback from customers and acting accordingly proves that you value your customers the most. And when your customers feel loved and valued, they start building a positive association with your business, which will naturally make them recommend your travel agency to their peers as well. This can ultimately bring in new customers in the future.
However, do make sure to consider at least implementing your customers’ suggestions. This is the only way to make sure they know you prioritize them. Failing to do so can leave them feeling neglected, which can ultimately have negative implications for your business.
3. A positive customer experience makes them return for more.
Asking for feedback from customers can make them feel valued, there is a high possibility that these customers are going to keep coming back for more. There can be times when your customer might have received bad service. But even that can be compensated once you learn about the customer’s experience. This, in turn, can make the customer trust your travel agency even more for their upcoming trips.
4. Negative feedback from customers can, in fact, be positive.
Negative feedback from customers can surely be disheartening. But while running a business, it is crucial to take feedback positively. It is only through negative reviews that you learn about the flaws in your services.
Since the goal is always to satisfy customers, always pay more attention to negative feedback. Taking these kinds of feedback into consideration and working to improve your service further can bring positive results in the future of your travel agency.
5. Customer feedback is essential for building brand loyalty.
Showing an active interest in what your customers think about your services helps build a relationship that can last significantly longer. Because of the constant prioritizing, asking for feedback from customers can build a loyal customer base that will make it hard for other businesses to take away from you.
The Proper Way To Ask Feedback From Customers
Now that you know how feedback from customers can be a vital part of your business, you must be wondering how to get them in the first place. This has been a major issue when it comes to a business being reviewed. Your customers will not always feel like leaving feedback. So, how do we ask for feedback from customers? Let us find a few ways to ask for feedback that will make your customers want to take some time out and write a few words about your services.
1. Be clear on your purpose.
Why do you want to know about the customer’s experience? Is it an attempt to improve the quality of your products? Or is it an experiment on your customers’ reactions to your product? Whatever the reason, make sure to be clear on why you want the customer to give you their precious time.
Being clear about the reason for feedback also helps customers frame their thoughts better. No one really enjoys writing long and tedious feedback. A feedback request that doesn’t mention the expected response can receive vague reviews that will leave you confused and no scope for improvement. So, be sure of the part you want a review on. Is it your service or your product, or is it about a part of one of your products?
2. Encourage Free-Flowing Response
In order to get the best feedback from customers, make sure to ask open-ended questions that do not simply ask for a yes/no answer or a star rating. If your goal is to work on a critical issue some customers are experiencing, find out how often it happens. Is it too frequent? Occasional? Rarely?
Experts also recommend asking ‘what’ questions more often to prompt customers to reply. For example, ask, “what can we do to make your trip more convenient” instead of “did you face any issues during your trip?”. The latter can be very easy to answer with a simple ‘no’, which would leave you with no room for improvement.
3. Clear and Engaging Message
One of the essential points to keep in mind while asking for feedback is to be creative and unique. Remember that you represent your business, so make sure to speak in your unique voice. Additionally, it would help if you offered a personal messaging option for customers with a poor experience.
Best Channels for Asking Customer Feedback
Now that we have discovered the ways to ask for feedback from customers let us find out the different channels that can be used to ask customers to share their opinions.
1. Email
A classic go-to platform for all business-related conversations for decades, emails are one of the best channels to ask for feedback from customers. Emails provide a perfect opportunity to reach out to your customers without getting too personal. You can drop in with a little ‘thank you’ note after a service followed by a feedback request.
2. Surveys
Another great way to ask for feedback from customers is by conducting surveys. Although there are a considerable number of different kinds of customer surveys, the most common type of survey is the customer satisfaction survey (CSAT). These surveys consist of questionnaires that help businesses to understand if the products are meeting their customers’ needs.
3. Focus Groups
In simple terms, focus groups are small groups of participants gathered to discuss and react to new products before they are released. These groups can help a business learn about the potential response to a particular product prior to its launch.
4. Digital Channels
If you wish to kill two birds with a stone, or in this case, ask for feedback that also promotes your travel business, this is the channel you need to be investing in. Because your social media, websites, google pages, etc., are public, digital channels can play a huge role in helping new prospects understand your business and navigate their decision accordingly.
Customer Is King
Last but not least, remember to always value your customer, their opinions, and their emotions. The more you build your reputation as a considerate and empathetic travel business, the more you will be word of mouth. And, after all, being marketed by your existing customers can be the single best way to earn a more extensive customer base. We hope that our guide today has helped you get an idea of how to work around customers’ feedback.
If you wish to boost your travel business, let our AI-engineered travel platform, Pathfndr, take charge. Pathfndr helps you find the best hotel and flight deals within minutes, all while you are busy sorting out all the feedback from customers.