Is it right to encourage clients every now and then to write a review regarding our own company's products and services when they feel fit? A review can be anything from sending a e-mail/feedback letter to us or posting a review to share with community members (such as WHT or other web hosting related forums/boards).
First of all, I want to know other web hosting company owners' as well as web hosting clients (not specifically our own, but any) if you see this as an ethical way to gain some feedback on your own company's services and feedback?
Secondly, would this be allowed on WHT? Obviously, whether it be a positive or negative feedback/review, we're basically looking for straight forward honest feedback which can either help us improve as a company. We would not be directly requesting our clients or force them to write a review on WHT or any other popular web hosting boards but can we suggest the option to? Under what circumstances would this be allowed or disallowed?
We have tried survey forms but had little success. Only about 4% of our client base bothered with filling out the short 1-2 minute survey - thus we had gained very little feedback to see what we can improve on.
Any opinion/comments regarding this issue from any web hosting company owners, clients, and of course the WHT community leaders and staff would be greatly appreciated.
It's definitely OK to ask customers to review the service. In fact, it's highly encouraged once in a while. But like you said, customers don't always have time or willingness to fill out the survey. YMMV. You can then publish the review on your portal. Per WHT rules, it's not OK to even mention "WHT" and "review" in the same sentence even if you intend it to be for the good or bad
So it's fine to simply just generally suggest or request clients to submit a review to us as long as we give them to option to choose for themselves. Correct?
That seems to be the case. You also can't be like "post an honest review on wht and get a month of hosting free" or "post on wht and I'll give you my children".
On a seperate note, if you really just want feedback (and not wht reviews), I've had great success in the past with a server wide email that says "fill out this quick survey and get a month free", or if you're REALLY awesome, get them to start referring friends with "Fill out this quick survey and we'll give you a coupon code to startup a month free (or half off, or whatever) on any new account for a friend/family member".
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Thanks for the survey suggestion. Although we've already attempted a few surveys in the past with little success, your approach may be able to reel in more feedback than just simply presenting a survey with no real incentive.