(Newswire.net — January 7, 2021) — Whether you run a small business or an enterprise-level corporation, one of the most important tools in your arsenal is feedback. Feedback can take a variety of shapes and forms, but it’s crucial that you have ways to collect feedback in order to improve the way you run your business. After all, just because you have a gut feeling about the trajectory your company is headed in doesn’t necessarily mean that that’s the truth. Sales data and staff morale are things that can be quantified, so it’s important to find tools to quantify those sorts of insights rather than just inferring how you’re doing.
When it comes to soliciting feedback from customers or employees, there is a wide range of options available to you. Voice of the customer tools, as well as voice of the employee tools, are two commonly-used platforms businesses use to capture and act upon actionable insights. While both tools are similar in the sense that they both involve context-rich surveys using advanced questioning techniques, the sorts of questions you’re going to be asking both groups will likely differ. Read on to learn more about how VoC and VoE tools are similar and the different situations when you might decide to use them.
What sort of insights would you want to gather using voice of the customer tools?
When it comes to collecting data using voice of the customer tools there’s a wide range of options you might want to consider. Sometimes you may be interested in surveying customers quickly about why they’re trying to navigate from a specific page on your website. A quick pop-up asking “Why are you leaving?” can help you understand whether the price of the product they’re looking at is too high or if they were expecting to arrive on a different web page. All of this can help you improve the usability of your e-commerce platform, an incredibly important component in the sales pipeline in 2020 and beyond.
Alchemer is one of the leading companies in enterprise-level online survey tools. Especially if you’re wanting to become more customer-centric, the powerful insights offered by platforms like the ones Alchemer develops can be crucial to your success. With a high-profile cadre of clients from Adobe and Verizon to FedEx and Urban Outfitters, you’re bound to find the tools and data you need with a business such as Alchemer in your corner.
When is it appropriate to solicit feedback from your employees?
When soliciting feedback from your current staff, it’s always a good idea to have a specific goal in mind. Large, broad surveys about the trajectory of your company or requiring intimate knowledge of other departments are bound to be problematic and may even cause a greater influx of negative feedback. A much better time to seek input from your employees is when you’ve tried something new as a staff. For example, if you’re looking at improving your workplace wellness programs, it might be worth asking current employees what sorts of incentives motivate them and what they’re looking for from a wellness program in the first place. From there, you can figure out how to focus on all of the dimensions of wellness, moving beyond physical wellness to also include programs focused on emotional, social, financial, and mental wellness, too.
As you can tell, there are a variety of ways you may choose to use advanced survey tools in your business. Generally speaking, even though the platform you’re using to collect and analyze this data may be the same for customers and employees, the sorts of information you’re looking to gather will likely be different from group to group. While most feedback you gather from customers will likely have more to do with your external business and image, internal feedback should be your priority when surveying your current staff members. Thankfully, it’s easier than ever to find the right software tool to conduct this sort of research, allowing you to bolster your business with honest, actionable feedback.