Getting feedback from customers and employees is crucial to ensure success and growth. In the past, companies have relied on traditional methods such as email surveys and one-on-one feedback sessions. However, these methods have proven to be less effective in providing accurate and actionable insights. In today's digital age, companies are turning towards in-the-moment feedback and digital intercept surveys to gather information. But why are these methods better? Let's explore the benefits of real-time feedback and why data gathered with a delay is subject to experience resolution decay.
Imagine you've just finished an amazing meal at a restaurant. The food was delicious, the service was excellent, and you're feeling satisfied with your experience. A week later, you receive an email asking you to rate your experience at the restaurant. The memory of the experience has faded, and you struggle to recall specific details about the meal. The feedback you provide is less accurate and less useful for the restaurant. This is an example of experience resolution decay - the tendency for memories to fade over time.
The same goes for feedback in the workplace. If employees are asked to provide feedback on a project they completed weeks ago, they may struggle to recall specific details and provide less accurate feedback. This can result in incorrect conclusions and ineffective solutions.
On the other hand, in-the-moment feedback and digital intercept surveys solve this problem. By gathering feedback immediately after an event, memories are fresh, and feedback is more accurate. This information can be used to make informed decisions and improve processes in real-time. For example, a digital intercept survey at a business could be triggered to employees immediately after they completed an in-app task, asking for their thoughts on the effort, points of friction, and speed. This feedback can be used by the app admins to make immediate changes and improve the digital employee experience.
In-the-moment feedback and digital intercept surveys also provide more actionable insights than email surveys and one-on-one feedback sessions. Email surveys often receive low response rates and can be seen as intrusive. One-on-one feedback sessions can be time-consuming and may not provide a representative sample of opinions. Digital intercept surveys, on the other hand, are quick and non-intrusive. They provide a representative sample of opinions, as they reach a larger audience.
Think of it this way: in-the-moment feedback and digital intercept surveys are like a snapshot of your customer's or employee's experience. They capture their thoughts and feelings in real-time, providing a clear picture of their experience. On the other hand, email surveys and one-on-one feedback sessions are like an oil painting - they provide a broader perspective, but the details may have become blurry over time.
In conclusion, in-the-moment feedback and digital intercept surveys provide more accurate and actionable insights than traditional methods such as email surveys and one-on-one feedback sessions. By capturing feedback in real-time, companies can make informed decisions and improve processes quickly. So, the next time you're thinking of gathering feedback, consider using in-the-moment feedback and digital intercept surveys to get a clear picture of your customer's or employee's experience.
So, are you ready to ditch the oil paintings and embrace the snapshot? The choice is yours.