Hi @gemmatoys
Thanks for posting your question in the community.
To the point that @bluesnapper commented above, there are many ways to collect customer feedback through Klaviyo or other forms, but at the core of the problem, in order to collect any feedback, you need customers to interact with your business.
If they have stopped opening emails, you could try sending a email with an incentive, but depending on how long they’ve unengaged with your business, you should expect low response rates.
Soo, you could start surveying recently subscribed contacts to get their feedback earlier. Rather than wait until they haven’t opened an email for 180 days, start emailing contacts who haven’t opened in the last 60 days, or 45 days after their last engagement. You can start to survey what types of content they want to hear more from you so you can start to adjust your strategies.
You can also look at other channels to try and collect information...
Have these customers every purchased from you? While this would be manual, the best way to get honest feedback, would be to call them directly, if you have their contact info. As a person from the company, a customer may feel extra special they received a call, and that your business directly wanted to hear from them. You’ll likely get truly honest feedback and you’d likely be able to sample a much smaller segment of contacts to get the insights you need to make changes.
Alternative, if you have their SMS consent, some people just prefer one channel over the other. If they’ve stopped opening emails, you may be able to contact them via SMS for feedback. This could be done a couple of ways: Send them a link to a survey, or prompt them to respond to the SMS message.
Another interesting approach might be through direct mail. Klaviyo has some power integrations, of which, one of them is PostPilot. You can create segments in Klaviyo, tie them to a flow, and the message step would be to send a post card.
While you may not be able to get much of a response from people who have already churned, you can start to implement some of these tactics earlier in your process to a.) keep them from churning, or b.) collect their info before earlier to show them you care about their business and you want to make improvement before they’d consider churning.
I hope this helps!
@In the Inbox