I have been selling via internet now for about 4 years (30 years in a high street shop)

I am now having to work on basis that if customers do not confirm getting their order, or send me any feedback, that they must be happy (on basis that when people are not they usually complain bitterly)

Over past 4 years, i think appx 20% of customers have bothered to contact me after i have posted out their order and 100% of them have basically stated the product was way above their expectations, I have not had a complaint yet.

I am wondering if others are having a similar experience

I am also thinking that now CC have this wonderful pro version, if soon it will have an easily filled in feedback option for clients, preferably displayed on product pages or with a link back to view the product purchased

I think it is possible that this would promote the giving feedback idea, rather than the present situation, as they would view previous clients feedback on a product prior to ordering themselves, and hopefully will then follow suit when happy with their own order.

Link to present feedback page for 2010, you can see how few responses i have had this year, and it bares no resemblance to my sales.

http://www.handmade-by-me.co.uk/comments.html

Viv

Viv... I can clearly remember somewhere in my studies that clients will not offer feedback if they have to write it all themselves... whereas if you give them some kind of survey form with multiple options as answers, you are more likely to get them to do that as they like the interaction and lack of brain strain!!!

And surely your experience in all things will have taught you that you will only normally get feedback if someone wants to complain about something!! If it all goes well the client feels that they are only getting what they paid for anyway.

Janys i think you just hit the nail on the proverbial head on both counts

Face to face in my shop you saw the reaction, maybe this accounts for why i get 20% of customers so amazed at my stuff being beyond their expectations (BETTER than what they thought they were paying for) leaving me feedback (actually most of the 20% phone me to thank me)

Like the idea of a survey that makes sense, maybe CC could incorporate one in future SCC pro upgrades

Thanks

How about a 5 star rating system?

yes tom that sounds like a good idea, now i just need a suggestion as to how to implement it

Viv... the form builder is the perfect tool for this.
You just set up a set of radio buttons and check boxes with yes/no options... you know the kind of thing.

Especially online you really need to bribe customers to get feedback. This is why the big guys are always mass emailing surveys with the chance to win a gift card, etc. if you complete the survey gimicks.

This is usually gets more accurate results, I have one customer who emails every customer who made an online purchase in the previous asking them to take an online survey of their experience he gives each respondent a 5% discount and randomly draws two respondents for a $50 gift card to Starbucks or Olive Garden, etc. He only gets about 30% to actually take the survey.

My suggestion is make it very easy for the few unhappy customers to actually contact you. I suggest putting a complaint form prominently on your website, have a dedicated email just for the disgruntled, and make sure that customers who visit your website are encouraged and comfortable with calling you directly with any problems. These unhappy customers are potential loyal customers and may actually have meaningful ideas on how to improve your service.products.

If a customer won't tell you that you suck I recommend that you take that as a big atta-boy. Most people I think feel that their money was enough of a thank you.

For my feedback I use
1) php poll (either flash or xml)
2) starsrate (requires MySQL)
by phpjabbers.com-sorry if I'm not allowed to post other programs here!

I noticed today that on the SCC Pro site that Rex Hunter posted that he is using Rate Point for customer reviews. Appears to be working OK in conjunction with Shopping Cart Pro.

Might want to check that out.
www.ratepoint.com

Th