Reviews and referrals are the lifeblood of many businesses, especially in a digital era where peer recommendations carry significant weight. Positive reviews can bolster a brand’s credibility, while referrals can lead to new customers. Here’s a guide to the questions you can ask to encourage more of both.
1. Were you satisfied with our product/service?
- Purpose: This question gauges general satisfaction. Starting with this open-ended query allows the customer to express their feelings, paving the way for more specific questions later.
- Follow-up: If the answer is positive, you can segue into asking for a review or referral. If it’s negative, it’s an opportunity to address concerns and improve.
2. What specific feature or aspect did you love the most?
- Purpose: By pinpointing what a customer loved, you’re not only getting insights but also helping them recall positive experiences.
- Follow-up: “Would you mind sharing that in a review? It could help others looking for the same benefits.”
3. Do you know someone who might benefit from our product/service like you did?
- Purpose: This direct question encourages the customer to think of friends, family, or colleagues who might also be interested.
- Follow-up: If they do, ask if they’d be comfortable referring them or sharing a referral link.
4. How can we make our product/service even better for you?
- Purpose: This shows you value their feedback and are committed to continual improvement.
- Follow-up: Once you’ve taken their feedback on board, you can request, “Would you be willing to review us and share your improved experience?”
5. Would you be open to sharing your experience with others?
- Purpose: Directly gauging their willingness to become an advocate can be surprisingly effective.
- Follow-up: Provide them with a link to your review platform or a referral code they can share.
Conclusion:
Encouraging reviews and referrals is not just about asking; it’s about asking the right questions in the right sequence. By expressing genuine interest in a customer’s experience and demonstrating a commitment to improvement, businesses can build trust, which is foundational for positive reviews and enthusiastic referrals.