Putting in your business is key to increasing your profits and growing your business and your customers interests are at the core of every business decision.
Because when your entire strategy is customer-centric, you create a customer experience that is valuable to your customers and keeps them returning for more.
Customer feedback is essential to customer-centric businesses. Because feedback gives you the information you need to know what your customers want, need, and expect. This information will help you mold your products and services so that they are appealing to your customers.
What is Customer Feedback?
Customer feedback refers to any information that customers provide about their experiences with your company. These could include opinions, feelings, or expectations. This can be either positive, negative, or neutral.
Although customer feedback can take many forms, it can be organized into two main categories.
1. Direct Feedback
This is the feedback you get from your customers. As you decide on the format and themes, you are more in control. Examples of these include surveys and focus groups. Interviews are another example.
2. Indirect Feedback
This feedback is not something you explicitly requested, but in many cases, you will need to actively seek out this type of feedback. These include referrals, online reviews, and social media activity.
Also read: Top 10 Product Feedback Tools
Why is Customer Feedback Important?
If you use customer feedback correctly, it can make a significant impact on your business’ success and growth. You must first understand your customers’ needs in order to create a customer experience that is satisfying them.
Creating products/services, fixing problems, or making improvements to meet these needs will make your customers more likely to do business with you again and recommend you to others.
Customer feedback allows you to anticipate the future needs of your customers and resolve problems before they become a problem.
Customers want to hear from you. Research shows that 77% of customers are more likely to rate companies if they get feedback from them and act on it.
6 Customer Feedback Methods
Before we get into the various methods, it is worth noting how important it is to collect omnichannel Feedback. This allows customers to easily and seamlessly provide feedback across multiple channels without having to switch platforms.
This could be an in-app popup or an automated telephonic survey after a call to a customer service representative. Or an embedded survey in an e-mail.
Omnichannel feedback is more useful and provides more detail for you, so it is important.
Let’s now move on to the feedback. These are six great ways to get customer feedback.
Surveys can be a great way for you to find the answers to your questions. It is easy to send surveys to large numbers of people to get lots of valuable insights back.
After specific touchpoints, you can conduct a Customer Satisfaction Survey (CSAT). This allows you to collect feedback about certain aspects of customer experience and helps you fix problems in those areas. A survey asking customers their opinions about the delivery process is a good idea. It can be deployed immediately after a product has been delivered.
It is possible to send out Net Promoter Score surveys (NPS), periodically, for instance, every six months. These surveys will not be tied to any specific milestone or touchpoint but will provide feedback about the overall opinion of your customers regarding your company.
A Customer Effort Score (CES) is another useful survey that helps you determine how easily customers find your products and services.
Keep your survey questions short and to the point. You can also mix open-ended, qualitative, and closed-ended (yes/no), questions.
The context of the closed-ended questions is provided by open-ended questions. They also give you valuable information that you can use to improve your customer’s experience.
An email is an effective tool for getting feedback from customers. After purchasing a product is a great time to send an email.
These emails are usually automated, which makes it even simpler.
The surveys that you should send these emails in short and not create too much work for the user. They should be embedded in an email so that the customer doesn’t have to go to another page. Instead, they can answer directly by email.
3. Interviews and Focus groups
Focus groups and interviews are effective ways to get feedback. They are usually done on a smaller scale due to logistics and budget.
Although there will be fewer people giving feedback, the insight might prove to be more valuable. Face-to-face and over-the-phone conversations allow you to ask more specific questions and give participants the chance to answer in depth.
It is important to be prepared when conducting an interview or focus group. Keep the conversation focused on the questions you want. Although some deviations can lead to interesting insights, it’s important not to divert from the topic or miss out on valuable insights.
4. Social Media
Social media is becoming more popular for people to voice their opinions about brands. Social media news travels quickly and negative reviews of brands can go viral very quickly. Facebook, YouTube, and Instagram are the most popular channels for people to air their opinions.
Monitor your social media channels and monitor the chatter about your brand across other platforms. This helps you spot small problems before they become big problems. It is also possible to anticipate any future needs that your customers may need and provide a positive customer experience.
Customers expect that you will be available for them via these channels. Studies have shown that 59% more people view brands positively if they respond on social media to complaints.
5. Website Analytics
Keep an eye on the traffic to your website and the different patterns your customers follow on your site, You can learn a lot from your customers about their opinions about your products or services.
Analyzing which pages customers spend more time on or pages, Customers who abandon the site completely show you what your customers want and what they don’t. Then you can start to analyze that feedback to identify the areas where you need improvement in your customer experience journey.
It is important to you need the right tools to monitor your analytics. There are also many external factors that can affect how people use the web. Therefore You should take into consideration the context that exists around your insights, as you analyze.
6. Free Text Feedback
Customers have a variety of options to provide feedback. These include feedback buttons, in-app popups, and feedback sites such as G2, product request forms, etc.
This is where the customer gets a text box in which to type what they would like. It could be something as simple as a request to the customer to describe their problem. This could be a prompt to ask customers to describe the problem they are experiencing and write down their opinions about the product.
The customer does not have to answer one question in a free-text box. Although this can lead to vague feedback sometimes, It can also signify that the customer might offer you unexpected and useful insights that you may not have considered.
What to do with Customer Feedback
When you begin to analyze feedback, the real benefits are found. You’ll miss valuable insights and waste your time if you don’t analyze feedback.
It is difficult to collect and analyze large quantities of qualitative, descriptive feedback. It can be difficult, if it is not impossible, to manually analyze large amounts of unstructured data. This can lead to subjective and inaccurate results.