Every story has an ending – and at the end of every customer’s experience using PhotoDay, we present them with a way to provide us feedback. This allows us to continuously improve our product for every customer with the goal in mind to provide the best experience possible. Happy customers, happy photographers!
We’re sharing the results and feedback we hear with you, so you can also use this information to enhance picture day to be better than ever!
HOW DID YOU ACCESS YOUR PHOTOS?
HOW SATISFIED ARE YOU WITH THE EASE OF FINDING YOUR CHILD’S PHOTOS?
“I had to scroll through 684 photos to find 7 of my daughter, and your prices are ABSOLUTELY RIDICULOUS!!!”
Prevent this by fully utilizing Tags and FaceFind, and turning off view all photos in the group and public galleries.
HOW SATISFIED ARE YOU WITH THE PRODUCT OFFERINGS?
Multi-poses and variation of images make customers happy. It also changes the way you create packages for savings. Don’t try to put your paper form online, it doesn’t make sense. Instead, check out our post here for help.
“I like how we can pick different pictures in our package instead of the same one for the entire package.”
“The photos which were taken are terrible resolution, the background was horrible until photoshopped and that only happened after we complained, the angle of the photos were nearly up the girl’s skirts and completely inappropriate. I am disappointed in this experience. I only ordered the photos because I prepaid for them and we didn’t take any other professional photos this season so they were our only option. I will not participate in the photoshoot next season if it is the same photographer.”
“The hockey poses are ridiculous. Why can’t you offer traditional hockey poses? The kids do not hold their sticks like lacrosse sticks, or, upside down normally. It looks ridiculous. I would have preferred an actual hockey pose.”
Lighting, posing, and expressions matter more than ever. Customers view your work before they purchase, even with AdvancePay (PhotoDay’s answer to pre-pay, check it out here) PhotoDay Academy will help make sure you’re set up for success.
“I wish there was an option to order the natural photographs like we have had in years past, though the fancy ones are nice I like the natural look as well and wish there were both to choose from.”
If extracting, offer a little bit of both worlds. You’ll give customers more variety to choose from, and make everyone happy!
HOW SATISFIED ARE YOU WITH THE PURCHASING EXPERIENCE?
“This was an awesome process. 100% honesty – I had NO intention of ordering pics. They normally come out crappy and they require you to purchase a whole huge, expensive package when in reality no one passes out pictures like they used to. So I REALLY loved being able to order just an 8×10!! Will definitely order from you guys in the future if this continues to be the quick, easy, affordable, process!!”
“I thought being able to see the photos beforehand was great.”
“You buy a $50 credit, to then receive 10% off your $49 order. So I have a $3.50 balance but nothing to buy for $3.50. Seems like a scam, where does the money go? Who keeps it or does it get refunded? I’d much rather just pay what I owe.”
Be aware of how you’re using AdvancePay. It is not a product, and it will confuse your customer if you try to match it to products or packages. AdvancePay is a gift card – it allows you to qualify your buyers in advance, so you can provide them with the services they want. We’ve got tips and tricks on this webinar to help get you started!
“I will never buy from you again! I take better photos of my kids than what I received w/o the hassle.”
Always create images that are better than what parents can do with their smartphone.
“It was a little difficult to navigate the online order. However, Becky was extremely helpful in actually doing it for me. She was great.”
“It was a little complicated at first to do the order online. But I’m not very good with online things.”
If we could name one positive that happened during the pandemic, it’s that more people used apps and online retailers to have supplies delivered. Most customers won’t need support, but being available to help the ones that do will pay off big time with lots of smiles.
HOW SATISFIED ARE YOU WITH THE NOTIFICATIONS REGARDING YOUR ORDER STATUS?
HOW SATISFIED ARE YOU WITH THE TIME IT TOOK TO RECEIVE YOUR ORDER?
HOW DO YOU PREFER TO ORDER YOUR PICTURE DAY PHOTOS?
HOW LIKELY IS IT THAT YOU WOULD RECOMMEND PHOTODAY TO A FRIEND OR COLLEAGUE?
Once you have the recipe mastered, images + communication… you’ll receive a lot more of these comments.
“Thank you! It was easy!”
“Pretty slick operation”
“I like that I get to see my photos and pick the background I want.”
What your customers want you to know…
“You were awesome!!!!! I said, “LET’S GO SEE POPEE”. You said, “that’s the smile I want”. You retook my daughter’s pic and got the best smile!!! THANK YOU!!!!!!”
“Lots of mishaps, And not much communication from the owner.”
There will always be a balance between good and bad. We just have to do our very best to listen, learn, and improve.
And there you have it! We hope you find this information useful. If you’re wondering where this survey appears, we send a link to each customer via text after an order has been placed. The survey is completely anonymous and only meant to be used to help us improve picture day with PhotoDay.