Customer feedback: a guide for shops, practices and repair shops
How to find out what your customers really think, without bothering them and without relying on online reviews alone.
Vantage3 articles
Why in-house feedback matters
Online reviews mostly come from very happy or very unhappy customers. The ones in the middle, who are actually the majority, stay silent. Feedback asked for right at order pickup, while the experience is fresh, shows you what everyone else thinks and gives you time to fix a problem before it turns into a public comment.
The guides below cover the whole chain: what to ask and how to choose the scale, how to ask without being a nuisance, what to do with the answers, how to collect Google reviews the right way (without picking only happy customers, which Google’s rules forbid) and how to answer a complaint. They are written for optical practices, labs, repair shops, workshops and small stores.
Articles in this guide
VantageHow to find out what customers think, right when they collect their order
Online reviews come from the very happy or the very unhappy. How to find out what everyone else thinks, in under a minute, at order pickup.
VantageCustomer satisfaction survey: 5 short questions that actually tell you something
Ready-to-copy sets for practices, repair shops and stores, scales compared and the mistakes that ruin a survey.
VantageGoogle reviews for a practice or shop: how to collect them the right way
The link and QR code in Business Profile, what Google’s rules forbid (incentives, asking only happy customers) and how to reply to reviews.