10 Ways to Gather Cannabis Customer Feedback

Want to know what your cannabis customers really think? Here are 10 proven ways to get honest feedback that grows your business:

Method	What You Get	Setup Time
Online Reviews	Public ratings & comments	1-2 days
Customer Surveys	Direct product feedback	2-3 days
Social Media	Real-time reactions	1 day
Loyalty Programs	Purchase patterns	1 week
Text Surveys	Quick responses (98% open rate)	2-3 days
QR Codes	Easy feedback collection	1 day
Focus Groups	Deep customer insights	2-3 weeks
NPS Tracking	Customer satisfaction scores	1 week
Live Chat	Instant customer questions	2-3 days
Sales Data	Buying behavior patterns	1 day

Why This Matters:

88% of people trust online reviews like friend recommendations
82% of unhappy customers leave without saying why
Happy customers spend 14x more than unhappy ones

Quick Start Guide:

Pick 2-3 methods from the list
Test with 50 customers
Scale what works best
Track results weekly

Key numbers to watch:

Response rate: Target 25%+
Fix issues within: 48 hours
Review score goal: 4.5+ stars
Customer return rate: 50%+

This guide shows you exactly how to set up each feedback method, what to measure, and how to turn customer input into more sales.

What Makes Good Cannabis Customer Feedback

Getting the right feedback helps you boost sales and keep customers happy. Here’s what matters:

Feedback Type	What to Track	Why It Matters
Product Experience	Effects, quality, price	Shows what to stock
Service Quality	Wait times, staff expertise	Points out training gaps
Purchase Habits	Basket size, sale response	Reveals buying trends
Customer Loyalty	Return visits, word-of-mouth	Shows who’s happy

Getting Real Answers From Customers

Want honest feedback? Follow these rules:

Keep it private: Give customers a safe space to share
Make it quick: No one wants a 10-minute survey
Ask direct questions: Focus on products and service
Track useful numbers: Only measure what you’ll use

"If your writing isn’t personal, it’s already been done a thousand times over." – Jake Browne, Cannabis Critic

Numbers That Matter:

Metric	Target	Why You Should Care
Transaction speed	Under 5 mins	Fast service = happy customers
Sales with discounts	18% of sales	Shows if promos work
Returning customer spend	67% above new buyers	Proves loyalty pays off

Protect Your Customers’ Privacy:

Don’t collect data without asking
Use nameless surveys
Keep feedback and sales data apart
Clear out sensitive info after use

Here’s proof it works: A Maryland dispensary used customer feedback to spot CBD demand growing. They moved products and trained staff. Result? CBD sales shot up 20% in just one month.

Here’s the thing: 82% of unhappy customers just leave without saying why. But happy customers spend 14x more. Good feedback helps create those happy customers.

1. Check Online Reviews

97% of cannabis customers make buying decisions based on online reviews. Here’s what you need to know:

Platform	What to Track	Why It Matters
Google	Star ratings, response time	84% of people trust these like personal recommendations
Leafly	Strain reviews, effects	Over 1M strain reviews help stock decisions
Yelp	Service feedback, wait times	Local buyers check before visiting

Get More Reviews By:

Adding QR codes on receipts
Asking happy customers post-purchase
Sending review links via text
Including review links in loyalty emails

Fix These Common Issues:

Problem	What to Do
Long wait times	Add staff during rush hours
Product complaints	Check storage conditions
Staff knowledge	Step up training
Price feedback	Compare market rates

Make Reviews Work for You:

Monitor daily (94% avoid places with bad reviews)
Reply within 24 hours
Fix reported issues ASAP
Thank positive reviewers

Key Numbers to Watch:

Metric	Target	Next Steps
Rating	4.5+ stars	Find and fix rating drops
Monthly reviews	10+	Ask more customers
Response rate	100%	Set review notifications

Here’s the thing: 82% of unhappy customers just leave without saying anything. Reviews help you spot and fix issues before they hurt sales.

"Getting more Google reviews helps your dispensary succeed in multiple ways." – Cannabis Promotions

2. Send Customer Surveys

Want to catch problems before they hurt your bottom line? Customer surveys are your secret weapon. Here’s how to make them work:

Survey Type	When to Send	How to Boost Responses
Exit Survey	Right at checkout	Tablet at counter
SMS Follow-up	Within 24 hours	BudTender auto-texts
Product Feedback	2-3 weeks after purchase	Offer discount codes
Brand Survey	Once per month	Give loyalty points

Your surveys need two things: the right questions and perfect timing.

Must-Ask Questions:

"How’d you like our product?"
"What brought you in today?"
"Rate your visit (1-5)"
"What should we do better?"

These questions do two things: they show what’s working AND what isn’t.

Make Surveys That Get Answers:

Keep them SHORT (4 minutes tops)
Mix yes/no with open questions
Test with 10-20 people first
Send one reminder (after 48 hours)

Here’s what good numbers look like:

What to Track	Target	If You Miss It
Response Rate	25%+	Better rewards needed
Time to Complete	4 min max	Cut questions
Customer Score	4.5/5	Fix top issues fast

Need proof? A Maryland dispensary followed this plan and saw their CBD sales jump 20%.

Daily Survey Checklist:

Check BudTender dashboard
Read ALL feedback
Fix issues in 48 hours
Send thank-you notes
Show good reviews to staff

Here’s the bottom line: happy customers spend 14x more than unhappy ones. Surveys help you keep them happy.

Social media is your direct line to customer feedback. Here’s how to track what people say about your products:

Platform	What to Monitor	Best Times to Check
Twitter/X	Brand mentions, hashtags	3x daily
Reddit	Subreddit discussions	Daily morning review
LinkedIn	B2B feedback, industry talks	Weekday afternoons

With over 20 million cannabis-related tweets in 2023, Twitter/X is where most cannabis conversations happen. That’s where you’ll want to focus first.

Here’s what works (and what doesn’t) on social:

Do This	Don’t Do This
Ask questions in posts	Delete negative comments
Run polls weekly	Ignore DMs over 24h
Share product updates	Make health claims
Answer every comment	Post without checking rules

Your response time matters. A LOT:

Comment Type	Response Time	Action Needed
Questions	Under 2 hours	Direct answer
Complaints	Under 1 hour	Move to DM
Reviews	Under 4 hours	Thank/address
Product Ideas	Same day	Share with team

Track these numbers to stay on top of your game:

Metric	Goal	Action if Below
Response Rate	90%+	Add staff
Response Time	< 2 hours	Set up alerts
Positive Mentions	75%+	Review products
Engagement Rate	3%+	Update content

Here’s the thing: Not all platforms welcome cannabis content. Twitter/X and LinkedIn? Yes. Facebook and Instagram? Not so much. Put your energy where you can post freely.

Every day, make sure to:

Check all mentions
Look up your hashtags
Answer comments
Note feedback patterns
Brief your team

Social media is like a 24/7 focus group. Use it to spot issues before they blow up and catch trends as they emerge.

4. Use Loyalty Programs

Loyalty programs don’t just boost sales – they’re perfect for getting customer feedback. Here’s what the data shows:

Customer Type	Average Basket Size	Feedback Rate
Loyalty Members	$40	35% higher
Non-Members	$30	baseline

Here’s how to structure your rewards:

Action	Points	Smart Limits
Written Review	100	1 per product
Star Rating	25	1 per product
Photo Review	150	2 per month
Video Review	200	1 per month

Keep your program healthy by watching these numbers:

Metric	Target	Action Needed
Review Rate	25%	Increase points
Point Usage	65%	Add more rewards
Member Sales	80%	Send notifications
Feedback Quality	50 words+	Update incentives

What gets results:

Send point updates via text after purchases
Request feedback when it’s fresh
Offer birthday point bonuses
Give extra points for detailed feedback
Notify members before points expire

What kills programs:

Points that take forever to earn
Late feedback requests
Hidden program details
Not responding to bad reviews
Quick point expiration

Here’s a fact: 72% of buyers check reviews first. Good feedback helps you sell more.

Keep members engaged with these messages:

Message	When	What to Say
Review Ask	2 days after purchase	Points offer
Points Status	Weekly	Current total
Reward Notice	Day of earning	Redemption steps
Birthday Message	On their birthday	Double points deal

Bottom line: Make leaving feedback worth it. When members see value in sharing their thoughts (and get rewarded), they’ll keep the feedback coming.

5. Send Text Message Surveys

SMS surveys pack a punch – they get a 98% open rate with responses coming in around 90 seconds.

Here’s what the data shows:

Timing	Response Rate	Best Practice
Within 24h of purchase	42%	Ask about experience
Wednesdays	35% higher	Send between 8am-9pm
After delivery	38%	Check product satisfaction
Monthly follow-up	25%	Request general feedback

Keep your SMS questions short and sweet:

Question Type	Example	Character Count
Rating	"Rate your visit 1-5"	25
Yes/No	"Was staff helpful?"	30
Multiple Choice	"Preferred product type?"	45
Short Answer	"What can we improve?"	35

A CBD dispensary in Maryland bumped their sales 20% with these questions:

Survey Focus	Question Format	Result Tracking
Ordering Process	1-5 stars	Weekly trends
Customer Service	1-5 stars	Daily reports
Product Issues	Open text	Issue categories
General Feedback	Open text	Theme analysis

Follow these SMS rules (they’re non-negotiable):

Requirement	Why It Matters	How to Do It
Double Opt-in	Legal compliance	Confirm via text
Clear Opt-out	Customer choice	Add "STOP to end"
Message Limits	Avoid spam flags	Max 5,000 per batch
Cost Notice	Legal requirement	"Msg&Data rates apply"

Watch these numbers:

Metric	Target	Action if Below
Response Rate	40%	Add incentives
Completion Rate	85%	Shorten survey
Feedback Quality	15 words	Adjust questions
Customer Return	75%	Follow up personally

The cost? About $0.05 per message. That’s $29 monthly for 500 customers.

Pro tip: Hook your SMS system to your POS – BudTender’s platform sends surveys automatically within 24 hours after each purchase.

6. Add QR Codes

QR codes make it super easy for customers to give feedback. Here’s what the data shows:

Placement	Response Rate	Best Practice
Store Receipts	42%	Add reward points offer
Product Labels	35%	Link to strain info + survey
Exit Areas	31%	Request quick ratings
Display Cases	28%	Include lab test results

Here’s how to set up your QR codes:

Component	Details	Why It Works
Landing Page	Mobile-friendly form	3-second load time
Question Limit	Max 3 questions	89% completion rate
Font Size	16px minimum	Easy reading on phones
Button Size	44×44 pixels	Thumb-friendly tapping

Keep an eye on these numbers:

Metric	Target	Fix If Below
Scan Rate	25%	Move QR location
Load Time	Under 3s	Optimize page speed
Bounce Rate	Below 40%	Simplify form
Survey Complete	Above 80%	Add incentive

The best questions to ask:

Question Type	Example	Time to Answer
Star Rating	Product Quality	5 seconds
Emoji Response	Service Level	3 seconds
Single Choice	Will Return?	8 seconds
Quick Comment	Suggestions?	15 seconds

Here’s what you’ll spend:

Item	Cost	Notes
QR Generator	Free	Use Beaconstac
Print Stickers	$0.15/each	Order 1000+
Landing Page	$29/month	SurveyMonkey
Data Analysis	Built-in	Weekly reports

Want more scans? Put QR codes on child-resistant bags – they get 3x more scans than receipt codes.

Basic setup checklist:

Requirement	How To Do It	Why
Test All Codes	Scan before printing	Avoid dead links
Add Instructions	"Scan for rewards"	+40% scan rate
Check Lighting	Matte finish	Reduces glare
Size Minimum	1×1 inch	Easy scanning

7. Run Focus Groups

Here’s how to get honest feedback from cannabis customers through focus groups:

Component	Details	Success Rate
Group Size	6-10 people	92% participation
Duration	60-90 minutes	85% completion
Incentive	$75-100 gift card	78% show-up rate
Location	Neutral venue	95% comfort level

Focus on these key areas:

Topic	Sample Questions	Time Allocation
Product Experience	"How do you choose strains?"	20 minutes
Packaging	"What catches your eye?"	15 minutes
Price Points	"What’s your budget?"	15 minutes
Shopping Habits	"Where do you buy?"	20 minutes

Here’s what it costs:

Item	Cost	Notes
Venue Rental	$200-300	2-hour block
Refreshments	$100-150	Light snacks
Recording Equipment	$50-75	Audio only
Participant Incentives	$600-800	8 people avg

Mix your participants like this:

Type	Percentage	Why
Regular Users	40%	Core insights
New Users	30%	Fresh perspective
Medical Patients	20%	Health focus
Occasional Users	10%	Casual view

Here’s why it works: Fordis Consulting studied 10,000+ US cannabis consumers and found that focus groups help businesses spot trends early. The data shows they cut new product failure rates by 35%.

Want better results? Host your focus group during a farm event or harvest dinner. People share more when they’re comfortable.

Track these numbers:

Metric	Target	Action if Below
Speaking Time	70% participants	Add prompts
Follow-up Rate	50%	Boost incentive
Insight Count	3-5 per topic	Adjust questions
Implementation	2 changes/month	Review process

4 Must-Do Steps:

Hire a neutral facilitator
Record (with permission)
Take detailed notes
Follow up with participants

Before the big day:

Task	Timing	Priority
Pick Venue	3 weeks ahead	High
Screen Participants	2 weeks ahead	High
Send Reminders	2 days before	Medium
Test Equipment	Day before	High

8. Set Up NPS Tracking

Here’s how to measure what customers think about your cannabis store using Net Promoter Score (NPS):

Score Range	Customer Type	What It Means
9-10	Promoters	They love you and tell others
7-8	Passives	They like you but won’t spread the word
0-6	Detractors	They might hurt your business

Quick Setup Guide:

Component	Details	Cost
Survey Tool	Hotjar or similar	$29-99/month
Question Format	Single question + follow-up	Free
Timing	Post-purchase	Automated
Data Storage	Cloud-based	Included

Just ask two simple questions:

"How likely are you to recommend our dispensary to a friend or colleague? (0-10)"
"What’s the main reason for your score?"

Best Places to Ask for Feedback:

Location	Response Rate	Best Time
Email Receipt	15-25%	24h after purchase
SMS	35-45%	Same day
Website Pop-up	5-10%	Exit intent
Store Tablet	40-50%	At checkout

Get Your NPS Score:

Take your % of Promoters, subtract your % of Detractors, and that’s your NPS. Simple.

Industry Numbers	Score
Average Cannabis Retail	+32
Top Performers	+50
Poor Performance	Below 0

Keep an Eye On:

What to Watch	Goal	How Often
Response Rate	>25%	Weekly
Score Change	+5 points	Monthly
Comments	100+	Monthly
Follow-ups	48h max	Daily

"A 7-point bump in NPS = 1% more profit." – Fred Reichheld, NPS Creator

What to Do With Each Score:

Score	Action	When
0-3	Call them	24h
4-6	Send email	48h
9-10	Ask for review	72h

Money Tip: Start with Google Forms (it’s free). Test it for a month before spending money on fancy tools.

4 Things to Watch in Comments:

Look For	Why	Do This
Product mentions	Stock planning	Fix inventory
Staff names	Training needs	Help team improve
Price comments	Value perception	Adjust prices
Location feedback	Store experience	Make changes

The secret? DO something with the feedback. Meet weekly with your team to look at scores and make things better.

9. Use Live Chat Data

Live chat isn’t just for customer service – it’s a goldmine of customer feedback. Here’s how to set it up and squeeze value from every conversation:

Basic Setup

Tool	Features	Cost/Month
LiveChat Starter	Basic chat + reports	$16-20
LiveChat Pro	AI support + advanced data	$33-50
Mobile Apps	iOS/Android access	Free

Track These Numbers

What to Watch	Goal	Why
Response Time	< 30 sec	Shows if you’re quick enough
Chat Length	5-10 min	Tells you if issues are too complex
Customer Score	> 4.5/5	Shows if customers leave happy
First Reply	< 1 min	Measures how fast you jump in

Sort Your Chats

Type	What You’ll See	What to Do
Product Help	Questions about items	Fix product pages
Order Problems	Shipping, status issues	Make checkout better
Price Questions	Cost and deal requests	Check your pricing
Store Rules	Hours, ID checks	Update your FAQs

Ask These Questions After Chats

Ask About	How to Ask	Get Answers Via
Chat Quality	"How was your chat?"	Star rating
Fix the Issue	"Did we solve it?"	Yes/No
Staff Help	"How good was our help?"	Number scale
Improvements	"What should we fix?"	Comment box

Money Tip: Don’t pay for chat tools until you need them. Start with Facebook Messenger or WhatsApp Business – they’re free and work well up to 100 chats monthly.

Fast Fixes

Do This	Get This	Time
Add FAQ Bot	Cut chats by 25%	7 days
Save Quick Replies	Speed up by 40%	2 days
Auto-Welcome	Boost chats 15%	1 day
Tag Everything	Better data	3 days

Bottom Line: Check your chats once a week. Find what bugs customers most. Fix three big problems each month.

10. Study Sales Data

Your sales data shows exactly what your customers buy. Let’s break down how to use this info:

Here’s What Your POS System Tells You:

Key Data	What to Look At	Why It Matters
Best Sellers	Number sold per item	Shows what customers love
Peak Times	Busy hours and days	Tells you when people shop
Price Sweet Spots	Most popular prices	Helps set better prices
Common Pairs	Items bought together	Shows what to put next to each other

Numbers That Make Money:

Measure	Target	What to Do
Repeat vs New	Get 40%+ returns	Boost your loyalty program
Average Sale	Bump up 10%	Package hot items together
Out-of-Stock	Keep at zero	Order fast movers early
Dead Stock	Keep under 10%	Move old stuff out fast

Check Your Numbers Like This:

When to Look	What to Spot
Every Morning	Yesterday’s hits
Each Monday	Week’s patterns
Month Start	Season changes
Every 3 Months	Big shifts

Your POS system needs these basics:

Live inventory tracking
Auto stock orders
Hourly sales views
Customer purchase history

Here’s what works:

Print your top sellers list daily
Check stock twice a day
Put slow movers near hot items
Mark your high-profit products

Quick Tip: Every Monday morning, look at last week’s sales. Order more stock on Tuesday. Simple, but it works.

This data tells you:

What to keep in stock
When to add staff
How to price things
Where to put products

How to Handle Feedback Well

Here’s a simple system to manage customer feedback:

Action	Process	Impact
24-Hour Reply	Answer all feedback fast	Shows you’re listening
Take it Private	Move issues offline	Solves problems quietly
Check Back	Follow up after fixes	Makes customers happy
Stay Organized	Track all feedback	Spots common issues
Share Info	Update team regularly	Stops problems early

The Right Way vs. Wrong Way:

Do	Don’t
Say "thanks"	Remove negative reviews
Keep it brief	Fight back
Ask questions privately	Battle in comments
Give real fixes	Make up reasons
Save feedback data	Miss repeated issues

Fix Problems, Make Sales:

Problem	Solution	Bonus Offer
Bad Product	New item now	10% off next buy
Poor Service	Extra training	Free bonus item
Long Waits	More staff	Priority service
Out of Stock	Better counting	Special discount

Watch Your Numbers:

What to Track	Target	How
Reply Speed	24 hours max	Phone alerts
Problem Fixes	9 out of 10	Solution log
Come Backs	Half return	Email check-ins
Fresh Reviews	10 weekly	Ask happy buyers

Keep It Safe:

1. Use Good Forms

Set up secure ways to collect feedback.

2. Guard Info

Store customer data safely.

3. Know the Rules

Follow local privacy laws.

"Quick responses to bad reviews can boost your brand, connect with customers, and help your bottom line." – Survicate

Make It Work:

Time	Task	Person
Each Day	Read reviews	Store boss
Each Week	Find patterns	Team heads
Each Month	Train staff	Everyone
Each Quarter	Fix systems	Leaders

Think of each complaint as free advice. Fix fast, keep good records, and show you care. That’s it.

Track Your Results

Here’s what matters when tracking customer feedback:

Metric	What to Check	How Often
Sales Impact	Revenue changes post-feedback fixes	Monthly
Return Rate	% of repeat customers	Weekly
NPS Score	Direct customer feedback	Daily
Review Score	Platform ratings average	Weekly
Response Time	Feedback reply speed	Daily

Focus on Money Metrics:

Business Goal	Feedback Source	What to Track
Sales Growth	Product Reviews	Per-item sales
Customer Retention	NPS Surveys	Repeat visits
Cost Control	Service Comments	Staff efficiency

Your Key Numbers:

Score Type	How to Calculate	Goal
CSAT	(Good Reviews/Total Reviews) × 100	80%+
NPS	Promoters – Detractors	50+
Return Rate	(Return Visits/Total Visits) × 100	50%+

Numbers That Count:

Channel	Metrics	Why
Phone	Volume, duration	Shows service efficiency
Physical Location	Map searches	Shows local interest
Website	Form completion	Shows online engagement
Product Pages	Browse time	Shows buying intent

Here’s what the data shows:

Promoters spend 1.45x more than detractors
Half of mobile searches lead to store visits
18% of purchases include discounts

"NPS changes drive 47.5% of retention rate shifts"

Make It Work:

Connect feedback to sales data
Use control groups for changes
Compare before/after results
Watch mobile metrics
Monitor discount impact

Bottom line: Keep tracking simple. Check often. Fix what hurts the bottom line.

Next Steps

Here’s a simple way to start collecting customer feedback:

Step	Action	Timeline
Plan	Pick 2-3 feedback methods	Week 1
Test	Get feedback from 50 customers	Weeks 2-3
Review	Find what works best	Week 4
Scale	Use best methods with everyone	Month 2

Pick Your Methods:

Combo	Why It Works
Reviews + Surveys	Get both public and private input
Social + Text	Fast feedback from phone users
NPS + Sales Data	Link feedback to revenue

Set Up Your System:

Phase	Tools	Goals
Collect	Forms, apps, chats	Get feedback
Sort	Spreadsheets, tags	Find patterns
Share	Meetings, reports	Update team
Fix	Task lists, updates	Make changes

Track These Numbers:

Metric	Goal	How Often
Response Rate	25%+	Daily
Fix Time	48 hours	Weekly
Team Updates	100% read	Weekly

Here’s what to do next:

Master one feedback channel first
Give each team member specific tasks
Keep a ranked list of fixes
Update customers about changes
Show your team what’s working

Bottom line: Start small, test quickly, and stick with what gets results.