When it comes to collecting feedback it is easy to fall into the trap of thinking only about what YOU want and not considering the users experience. Ultimately the more you respect the customer the more insight you will gain from them. So before you jump into sending out your surveys, sit back and take a minute to think about your respondents.
Feedback should be seen as part of the customer journey and can actually affect the customer experience it is trying to measure. Simply by asking the customer how they feel about your service you are showing them that they are valued and that you do care about them. Treat them with the same care and respect you have given them throughout the sales process. Feedback is gold and should drive improvement where possible or re-affirm existing changes have had an impact.
Take a look at the infographic below to see 9 things you need to keep in mind before you start collecting feedback.