Phone or video call

If you can, get as many of your customers as you can on a phone call or even better a video call. Ask them a few questions to get insightful feedback on your store.

 

Questions to ask

Below are some questions I asked to several customers in one of my last audits:

  1. How did you end up on the COMPANY? Google search? Recommended by a friend?
  2. What other options did you have as alternatives to COMPANY for your fuel injectors?
  3. Why did you choose COMPANY as opposed to its competitors?
  4. What did you like about the site and your shopping experience?
  5. What did you not like? Was it easy to find what you were looking for and choose the right product for you?
  6. How could COMPANY make your shopping experience easier?