Feedback & Reviews for Small Businesses

Need to increase positive Google reviews? Unsure of how to collect customer feedback? SurveyKing can help your organization accomplish both goals.

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I think it’s very important to have a feedback loop, where you’re constantly thinking about what you’ve done and how you could be doing it better - Elon Musk

Use SurveyKing to add surveys to paper receipts, emails, or product packaging. The surveys can contain a question asking for a Google review.

To limit negative reviews, and increase positive reviews, the review question prompt will only be displayed if a user marks previously questions positively.

The surveys can include additional questions to provide your business with valuable customer satisfaction data.

Our Approach to Feedback & Reviews

Increase Positive Reviews, Improve Rankings

Generally speaking, the more positive reviews your business has, the higher it will be ranked on Google. A higher ranking means more traffic, more customers, and more revenue!

To increase positive reviews and limit negative reviews, SurveyKing incorporates display logic into your survey. Let's say for question #1 you ask for the Net Promoter Score Rating.

If a customer marks 9 or 10, then later in the survey they will be asked if they would like to leave a Google review. If they mark yes, they are redirected to your Google review page after survey completion. If a customer marks 8 or less on the Net Promoter question, then the review prompt is never displayed!

Net Promoter Score

You might not be familiar with a Net Promoter Score question! Basically Net Promoter Score asks a simple question, "How likely is it that you would recommend this company to a friend or colleague"? The results are score from -100 to 100. A high score indication your customers thing highly of your company and are more likely to "promote" your business with positive word of mouth recommendations.

Since Net Promoter Score is just one dimple number, it should become a staple inside your organization. This number should be tracked, at least monthly, to gauge how well your brand is performing.

MaxDiff Analysis will Provide Crucial Data

Adding question types like MaxDiff will help you collect higher quality data from your customers.

A MaxDiff question will uncover what your customers value most. You could get options about new product releases, web site layouts, and more.

The Net Promoter Score (NPS) question will help you measure customer satisfaction and loyalty with one simple number. You can view your NPS score against industry benchmarks or can create reports to see how the numbers is trending over time.

Quick Tips

  • Even a small amount of feedback is beneficial. You never know what problems you will find or what types of suggestions you may encounter!
  • Keep your survey short. This will increase response rates. One page with roughly 5 questions should be enough to capture actionable data.
  • ALWAYS include a Net Promoter Score question. The simple number should be a metric that is constantly monitored by your organization.
  • QR codes can be added to product packaging. This is great way to add reviews and collect data on new product offerings. You can be your own in house market research firm! If you need help at any point getting QR codes setup, please contat us.

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