How to Gather Customer Feedback in Shopping Malls
Obtaining customer feedback is critical for shopping malls to understand shopper satisfaction, improve the retail experience, and increase sales. Implementing an effective mall feedback management strategy requires thoughtful planning, consistent execution across departments, and most importantly – listening to what your customers are saying. This article will explore practical methods to collect meaningful shopper insights.
Conduct Intercept Surveys
Intercept surveys, done in-person at the mall, can provide immediate customer opinions. Station survey takers at entrance/exit points and key locations to ask short, focused questions as shoppers pass by.
Benefits
- Gain real-time feedback while experiences are fresh
- High response rates due to on-site engagement
- Flexibility to ask location-specific questions
Best Practices
- Keep surveys concise (under 5 minutes)
- Survey a random, representative sample
- Provide small incentives for participation (coupons, giveaways)
- Approach shoppers positively and courteously
Enable In-App Mobile Feedback
Integrate feedback options into your mall’s mobile app to allow easy sharing from smartphones while onsite.
Benefits
- Meet shoppers where they are already engaged on devices
- Granular location-based feedback tied to app use
- Demographic data may be collected from app as well
Best Practices
- Keep feedback questions brief and focused
- Link feedback to app functions like store search and maps
- Push notifications to highlight option and encourage use
- Analyze feedback frequency by store/category
Implement Post-Visit Email Surveys
Follow up with shoppers after their visit through email surveys to understand overall perceptions. This can provide more comprehensive insights once they’ve had time to reflect.
Benefits
- Allow shoppers to give thoughtful feedback post-visit
- Take more time on longer, more complex surveys
- Survey designers can be more thoughtful without rushing
Best Practices
- Time deployment for 24-72 hours post-visit
- Keep email surveys short and focused (under 10 questions)
- Send with personalized subject lines for higher open rates
- Offer incentives for completed surveys (discounts, prizes)
- Segment respondents for specialized follow-ups
Track Social Media Sentiment
Actively monitoring social channels provides both real-time and long-term awareness of customer perceptions, complaints, and desires.
Benefits
- Continuous passive feedback from customers
- Public nature prompts quick response
- Insights on overall reputation over time
Best Practices
- Designate staff to track key words and hashtags
- Respond quickly to all public complaints and messages
- Repurpose positive feedback into future marketing
- Compare sentiment changes month-over-month
Foster Ongoing Community Engagement
Build relationships with shoppers that extend beyond purchases through community engagement. This prioritizes two-way dialogues with customers as stakeholders rather than just transactions.
Benefits
- Develop shopper loyalty and personalization
- Recurring insights vs. one-off interactions
- Flexibility for more customized co-creation
Best Practices
- Host special events for shoppers with Q&As
- Feature user-generated content in marketing
- Spotlight influencers and brand advocates
- Enable user reviews and ratings across platforms
- Recognize top community supporters
Install Comment/Suggestion Boxes
Sometimes the simplest solutions do the trick. Anonymous feedback via on-site locked collection boxes can provide unfiltered opinions from a wide range of shoppers.
Benefits
- Total anonymity encourages honest feedback
- Easy for shoppers to quickly participate
- Conveniently located for high visibility
Best Practices
- Empty boxes frequently to prevent overflow
- Number/locate boxes based on foot traffic
- Review all submissions weekly in team meetings
- Categorize comments by theme for analysis
Utilize In-Store Tablets/Kiosks
Dedicated tablets and feedback kiosks located throughout the stores enable customized data collection across locations.
Benefits
- Customized questions by store profiles
- Very visible for impulse engagement
- Automated analysis features
Best Practices
- Keep number of questions brief out of courtesy
- Train staff to actively invite participation
- Offer small reward incentives for completion
- Rotate locations periodically for wider reach
Launch Customer Advisory Panels
For deeper, longitudinal insights, facilitate ongoing discussion groups with diverse shopper representation. This builds trusted relationships between management and core customers.
Benefits
- Build rapport and learn from loyal shoppers
- Recurring feedback opportunities
- Co-creation of new ideas and solutions
Best Practices
- Invite 8-10 per group; meet quarterly
- Compensate for time with cash, gifts, perks
- Incorporate online panels for flexibility
- Maintain for at least 1 year commitment
Offer Feedback Prizes and Giveaways
Who doesn’t love a good prize drawing? Incentivize broader participation across channels by motivating shoppers with chances to win.
Benefits
- Drives interest across any medium
- Inexpensive way to dramatically boost response rates
- Fun way to show customer appreciation
Best Practices
- Require contact information for entries
- Promote widely via social media and in-store
- Keep prizes desirable but relatively small in scope
- Spotlight winners to encourage ongoing entries
Conclusion & Next Steps
Implementing an effective collection strategy requires cross-functional buy-in paired with appropriate staff training. IT, marketing, operations and other divisions should contribute unique expertise while working collaboratively toward the common goal of improving shopper satisfaction.
Marginal improvements in customer experience can shift perceptions, increase sales, foster loyalty and generate long-term gains. Perhaps most importantly, consistently soliciting – and listening to – feedback cultivates a powerful culture of valuing customers as true partners. By empowering shoppers and prioritizing their needs, malls transform into beloved community pillars rather than merely transactional venues.
Key Takeaways
- Employ a multi-prong strategy combining various feedback mediums to increase response rates and access wider customer groups. Utilize technology but don’t lose sight of simple human connections.
- Incentivize participation, but don’t make prizes so enticing that they skewer data. The goal is honest feedback, not just giveaways.
- Make convenience a priority in every channel. Shoppers are busy and unlikely to go out of their way. Meet them where they already are.
- Close the loop with customers whenever possible. Doing so builds trust and reinforces shared goals.
- Continuity over time provides the most meaningful insights, guiding lasting improvements grounded in shopper relationships. View efforts not as a project but an ongoing journey.
Frequently Asked Questions
What are the key differences when gathering mall feedback vs. individual retail feedback?
The core distinction is that malls must cater to diverse shopper groups with varying needs – from necessity-driven shoppers to recreational browsers seeking entertainment. Retailers target narrower customer profiles even within the same mall.
What incentives work best to drive participation?
In general, offer just enough perceived value to motivate involvement without going overboard. Popular prize examples include gift cards, mall swag, special discounts and entry into regional sweepstakes. Food is also a proven driver.
When should managers expect to see measurable improvements from feedback programs?
Initial response spikes happen quickly, but lasting gains require analyzing longer-term patterns. Most malls realize demonstrable benefits within 6-12 months if continually acting upon key findings and keeping customers involved. Patience and discipline are critical.
What technology options help automate data gathering and analysis?
- Customer analytics suites like Qualtrics or Survey Monkey streamline surveys with automated routing and analytics.
- Social media management platforms like Hootsuite track ongoing social conversations.
- Text analysis software helps process volumes of open-ended feedback.
- Foot traffic counters tied to apps measure response rates.
- Integrated CRM systems connect survey data to sales.
What are top reasons why mall feedback initiatives might fail?
The most common pitfalls include:
- Prioritizing quantity of data over thoughtfully understanding key segments
- Failing to make improvements transparent to shoppers
- Losing momentum and not sticking with long-term commitments
- Lacking departmental coordination with siloed efforts
- Unclear strategy alignment to business goals
How might malls tailor approaches based on wider economic conditions or public health crises?
During periods of external hardship like recessions or pandemics, place greater emphasis on fostering community engagement through special events and finding creative added-value incentives on tighter budgets. Store sentiment data becomes even more vital in times of industry flux.
I hope this comprehensive guide gives you solid ideas on how to build an integrated mall feedback management ecosystem leveraging human connections paired with smart technology. Please let me know if you have any other questions!
