July 20, 2022

How to Solicit Qualitative Customer Feedback (Before It's Too Late!)

How to Solicit Qualitative Customer Feedback (Before It's Too Late!)

New mobile apps to keep an eye on

Auctor purus, aliquet risus tincidunt erat nulla sed quam blandit mattis id gravida elementum, amet id libero nibh urna nisi sit sed. Velit enim at purus arcu sed ac. Viverra maecenas id netus euismod phasellus et tempus rutrum tellus nisi, amet porttitor facilisis aenean faucibus eu nec pellentesque id. Volutpat, pellentesque cursus sit at ut a imperdiet duis turpis duis ultrices gravida at aenean amet mattis sed aliquam augue nisl cras suscipit.

  1. Commodo scelerisque convallis placerat venenatis et enim ullamcorper eros.
  2. Proin cursus tellus iaculis arcu quam egestas enim volutpat suspendisse
  3. Sit enim porttitor vehicula consequat urna, eleifend tincidunt vulputate turpis

What new social media mobile apps are available in 2022?

At elit elementum consectetur interdum venenatis et id vestibulum id imperdiet elit urna sed vulputate bibendum aliquam. Tristique lectus tellus amet, mauris lorem venenatis vulputate morbi condimentum felis et lobortis urna amet odio leo tincidunt semper sed bibendum metus, malesuada scelerisque laoreet risus duis.

Sit enim porttitor vehicula consequat urna, eleifend tincidunt vulputate turpis

Use new social media apps as marketing funnels

Ullamcorper pellentesque a ultrices maecenas fermentum neque eget. Habitant cum esat ornare sed. Tristique semper est diam mattis elit. Viverra adipiscing vulputate nibh neque at. Adipiscing tempus id sed arcu accumsan ullamcorper dignissim pulvinar ullamcorper urna, habitasse. Lectus scelerisque euismod risus tristique nullam elementum diam libero sit sed diam rhoncus, accumsan proin amet eu nunc vel turpis eu orci sit fames.

  • Eget velit tristique magna convallis orci pellentesque amet non aenean diam
  • Duis vitae a cras morbi  volutpat et nunc at accumsan ullamcorper enim
  • Neque, amet urna lacus tempor, dolor lorem pulvinar quis lacus adipiscing
  • Cursus aliquam pharetra amet vehicula elit lectus vivamus orci morbi sollicitudin
“Sit enim porttitor vehicula consequat urna, eleifend tincidunt vulputate turpis, dignissim pulvinar ullamcorper”
Try out Twitter Spaces or Clubhouse on iPhone

Nisi in sem ipsum fermentum massa quisque cursus risus sociis sit massa suspendisse. Neque vulputate sed purus, dui sit diam praesent ullamcorper at in non dignissim iaculis velit nibh eu vitae. Bibendum euismod ipsum euismod urna vestibulum ut ligula. In faucibus egestas  dui integer tempor feugiat lorem venenatis sollicitudin quis ultrices cras feugiat iaculis eget.

Try out Twitter Spaces or Clubhouse on iPhone

Id ac imperdiet est eget justo viverra nunc faucibus tempus tempus porttitor commodo sodales sed tellus eu donec enim. Lectus eu viverra ullamcorper ultricies et lacinia nisl ut at aliquet lacus blandit dui arcu at in id amet orci egestas commodo sagittis in. Vel risus magna nibh elementum pellentesque feugiat netus sit donec tellus nunc gravida feugiat nullam dignissim rutrum lacus felis morbi nisi interdum tincidunt. Vestibulum pellentesque cursus magna pulvinar est at quis nisi nam et sed in hac quis vulputate vitae in et sit. Interdum etiam nulla lorem lorem feugiat cursus etiam massa facilisi ut.

As a CSM, you understand firsthand how critical customer feedback is to the ongoing satisfaction of your customers and the success of your business. On paper, an account can be ticking all the boxes – engaged during meetings, high product usage rates, etc. – but until you know for sure exactly what a customer is thinking, how they are feeling, and what ideas they can bring to the table, you can never be truly comfortable.

The most significant risk that a customer success team can take is not soliciting customer feedback regularly, and, without this information, the customer churns due to 'unforeseen circumstances'. While usage data and quantitative information may point to a happy and satisfied account, the qualitative feedback may be saying something else.

Tips for soliciting qualitative customer feedback

Here are some tips to keep in mind when it comes time to collect customer feedback:

1. Record impromptu feedback:

In every customer meeting, call, and discussion, you probably hear some helpful nuggets of customer feedback. Even the smallest soundbite can be considered when measuring qualitative input from a customer, so don't let any of this information go to waste. Record meetings, jot down soundbites, and discuss your customer calls in detail with your client team to ensure you capture all relevant data.

2. Foster a safe space for customer discussion:

Sometimes, customers hesitate to provide feedback because they are unsure of or uncomfortable around vendor teams. Build a safe, encouraging space for feedback by giving your customers openings regularly to give their opinion. It's also essential to ask for input from customers on smaller items and more significant strategic initiatives to ensure they feel their feedback is valued.

3. Implement a regular feedback (aka survey) schedule and stick to it:

All customer success organizations leverage some sort of feedback system through surveys, NPS, or Customer Health Scoring. While these are all great ways to gather quantitative and qualitative feedback, they are only successful in the long term if there is a regular schedule so your team can monitor improvement and changes from one survey to the next.

4. Follow up when new processes are implemented:

If customers know their feedback is being taken to heart, they will be more open to giving even more input down the road. Let the customer know if a customer makes a suggestion, and your team uses this feedback to help inform a strategic process!

Want to learn more about gathering and using customer feedback? You can get more tips with these additional resources from ClientSuccess:

Ready to Get Started?
Request Your ClientSuccess Demo
Get started
Subscribe to our newsletter


Thank you! We have received your submission.