How can you create a customer feedback system that encourages honest feedback?

Having real feedback started with showing up where the customers are. Here's what I learned: 1. Some wanted to get it over with a quick survey, others spoke up on socials or in reviews. 2. Some gave us the best insights in casual follow-up calls. 3. Mixing channels gave us more robust, authentic input and more chances to listen. The easier you make it for them to speak, the more they will actually speak.

Choosing the right channels is fundamental—but effectiveness comes from strategic diversity, not just variety. Each channel should serve a clear purpose, tailored to your audience’s behavior and your feedback goals. Otherwise, you risk noise over insight. • Match channels to customer touchpoints and habits • Prioritize channels that allow anonymity for honesty • Regularly review which channels yield actionable feedback

Acesso Fácil: Simplifique o processo de feedback em várias plataformas. Anonimato: Ofereça feedback anônimo para segurança dos clientes. Incentivos: Dê recompensas para encorajar o feedback.

Las personas responden cuando ven una verdadera intención de mejora, confían en quienes escuchan con apertura y aplican sus comentarios generando resultados. Eso es lo principal que debes considerar si estás buscando retroalimentación de forma honesta y genuina. ¡Así es como se construyen relaciones valiosas y se evita seguir colgando el teléfono una y otra vez sin avanzar! Escucha, aplica y evoluciona. 🔄 #FeedbackQueTransforma #EscuchaActiva #AprendizajeConstante #MarcaProfesional

Tener comentarios de valor en los canales de interacción no es fácil. Generalmente se inicia recibiendo quejas, desde esta perspectiva es posible empezar a construir canales de interacción donde lo bueno y lo no tan bueno genere valor. Es importante empezar por agradecer cada comentario y retroalimentación recibidas, de esta forma logramos nutrir nuestro canal y siempre dejando evidencia del aprendizaje que nos deja el feedback

When we began asking more thoughtful questions, we received better responses. Rather than simply "How was your experience?", we started employing straightforward, targeted questions such as "What nearly prevented you from making a purchase?" or "How could we have improved today?" That small shift brought us more useful feedback and a whole lot more candor. Keep it brief, relevant, and open-ended when you need to be. Less noise, more smarts.

Spot on—well-crafted questions are the gateway to meaningful feedback. But too often, businesses ask what they want to hear, not what customers need to say. Empathy and clarity are key to unlocking truthful, actionable insights. • Focus on one goal per question to avoid dilution • Use open-ended prompts to uncover unexpected insights • Test and tweak questions based on response quality

Líderes eficazes sabem que feedback de qualidade começa com as perguntas certas. Perguntas claras, relevantes e estratégicas não apenas revelam percepções valiosas dos clientes, mas também direcionam ações que fortalecem a cultura de melhoria contínua e impulsionam resultados reais.

Honest feedback builds trust and helps improve services, especially in rural areas. But collecting it takes more than a form. Keep it simple using familiar tools like WhatsApp or paper forms. Allow anonymity so people feel safe. Ask open questions like “What can we do better?” and always ask when the experience is still fresh. Train staff to listen without judgment and close the loop by showing what’s changed. Use trusted community members to collect feedback, and foster a culture that values every voice. Small tokens or public thanks can also encourage input. A feedback system is more than a process—it’s a relationship.

O roteiro tem que passar pelos dois tipos de pergunta: as fechadas para tópicos específicos e as abertas para questões amplas e para colher visão mais detalhada de determinados assuntos.

We used to mail crickets for feedback until we made it less burdensome and fun. Here's what we did differently: Kept surveys short and mobile-friendly no more than 2–3 clicks. Sent them right after purchase or delivery while fresh. Added a little reward or thank-you touch to show them we meant it. When the ask is fast and easy and the customer hears them, honest feedback flows.

Back in the day we provided door hangers with paid postage and put the customers into monthly drawings for gift cards. Now, we need to provide the "easy button". Simple and easy with responses being put into drawings for prizes with the winners well publicized. Gamification and rewards for being part of the community of customers who speak with authority in a collaborative way about your company and service or produect.

Ease and engagement are critical—because even the best feedback system fails if no one uses it. But don’t mistake flashy features for true motivation. What really drives participation is respecting the customer’s time and voice. • Keep the process under 2 minutes whenever possible • Personalize timing to context (e.g. post-purchase, support call) • Show impact: let customers see how their feedback shaped change

Honest feedback isn’t just data — it’s a trust exercise. When customers feel heard and appreciated, they tell you what others won’t. That’s when your product actually starts evolving. Love the reminder to make it fun. Gamified insights > silent churn. What if we started treating feedback like a conversation, not a checkbox?

I encourage honest feedback by making it easy, asking open-ended questions, and making sure people know I truly want the truth—not just compliments. When someone gives real input, I thank them and show them it actually led to change.

Asking the right questions and responding to the customers feedback is critical in coming to a viable alternative that addresses the customer concerns. There is both opportunities for an improvement offer or creating a new opportunity based on the constructive feedback.

One thing I’ve found consistently powerful in my work is measuring the friction of doing business—not just from a process standpoint, but from a people perspective too. We often think about operational efficiency, but emotional and experiential friction are just as critical. Are customers hesitating because the form is clunky or because they don’t feel heard? Are employees holding back because honesty feels risky?. When we introduce friction metrics into both customer and employee journeys, we don’t just uncover blockers, we surface emotional truths that drive transformation. Feedback becomes a 2 way street, it is not a black hole. The goal is quality feedback and not quantity. Seek feedback that’s honest, actionable, and rooted in trust.

Absolutely! In my experience, the most loyal customers are the ones who feel heard. Responding to feedback—thanking them, acknowledging their input, and making real changes—shows you value their voice. Even a simple follow-up can build trust and loyalty. When customers see their feedback lead to action, they become more than just customers—they become advocates. Listen, act, and close the loop—it truly makes all the difference.

Aqui é sempre importante o critério do volume de amostragem, pois a depender da quantidade, nem sempre refletem a realidade. Muito cuidado com isso...

Muitas empresas possuem ferramentas de captação de informações e conseguem colher feedbacks ricos de clientes. Mas nem todas conseguem envolver o cliente e demonstrar o quantos eles foram importantes para a melhoria do processo. Trabalhar em conjunto e, também, dar o feedback para o cliente é fundamental. Uma via de duas mãos perfeita seria dar e reconhecer ao cliente méritos por sua contribuição, reconhecendo a importância dele no processo de melhoria.

In a world where everyone is connected, true honesty thrives in anonymity. People open up when they feel unseen and safe just look at Reddit. That’s why Reddit should be on every company’s radar not just for listening, but for engaging.

Businesses can unlock more profound, more frequent insights by weaving light-touch gamification throughout the entire customer journey. It doesn’t need to be complex. Simplicity is part of the charm. Take Waze. They’ve nailed the formula by using a brilliant mix of rewards, recognition, and real-time impact to turn drivers into active data contributors. The result? A living, breathing map built by the people who use it. Now, imagine applying that same logic to your product or service experience, whether online or offline. It’s not only doable, it’s advantageous. Whether it’s badges, rankings, or micro-rewards, feedback becomes a game people want to play. Insight doesn’t always need to be solicited. Sometimes, it just needs to be fun.;=)

Fundamentalmente hay que evitar en los sistema de medición de satisfacción de clientes que sea posible opinar por parte de gente que no ha adquirido el bien o servicio, y que por tanto puede tener motivaciones ilegítimas, como perjudicar la imagen del negocio o inflar los resultados con reseñas falsas. Una buen forma es generar cualquier tipo de código (un QR o un código de seguridad para acceder a la plataforma de valoración), que haga que alguien que no ha sido usuario o consumidor del producto o del servicio esté opinando cuando no podemos validar que sea un opinión legítima.

É muito importante saber fazer as perguntas corretas, entender o volume da amostragem de respostas e buscar os canais mais humanizados e espontâneos possíveis. Errar em sistemas de colheita de feedbacks pode trazer mais problemas do que não fazê-lo. É preciso respeitar critérios e estatísticas.