Thank your Customers for the Valuable Feedback They Provide

by Mauricio Dulón - CX

It is not the responsibility of customers to provide feedback. In fact, due to the increasing frequency of surveys and requests for feedback, many customers are beginning to find it less appealing. Providing feedback should be seen as a privilege granted by the customer, and it should be treated as such. When customers offer feedback, they are dedicating their time to your organization. Feedback is essential for driving improvements in customer experience and it's necessary for delivering high-quality customer service. Therefore, feedback should never be taken for granted. Always express gratitude to customers for their input to encourage them to continue sharing their feedback in the future.

A great way to show appreciation for customer feedback is by simplifying the process for them. When gathering feedback, it's crucial to align with your customers' preferred methods and channels, whether digital or physical, rather than expecting them to adjust to yours. By making it effortless for customers to provide feedback through their favored channels, you not only make the experience more convenient for them but also increase the likelihood of receiving more frequent and higher-quality feedback.

Recognize that when customers provide feedback, they are investing their time. Therefore, it's important to value their time by asking only the essential questions. There are surveys that include unnecessary questions, the answers to which don't offer any real benefit to the company. It's crucial to streamline your inquiries or feedback requests to focus solely on the information you truly need. Additionally, avoid attempting to gather all the feedback you need in a single session. Instead, pace your requests and collect feedback in smaller, more manageable segments. By being judicious with the questions you pose, you're more likely to receive both a greater quantity and higher quality of feedback

Finally, it's important to thank customers for their feedback. Showing appreciation through a token of gratitude effectively communicates that you value their input. There are several creative ways to express this gratitude.

For businesses with a smaller, more focused customer base, consider sending personalized thank-you notes or messages. This approach demonstrates that you have carefully read and considered their feedback. Another option is to offer loyalty points or special discounts as a token of appreciation for the time and effort they invested in providing feedback. However, be cautious not to overdo this, as you want to encourage genuine feedback, not responses motivated solely by rewards.

With the customer's permission, you can also publicly highlight their feedback on your website or social media. This kind of public recognition shows that you value customer opinions and helps the customer feel acknowledged and significant.

An excellent way to thank customers for their feedback is by granting them early access to new products or services, or inviting them to participate in a beta testing group for future features. This makes them feel included in your company's journey.

Lastly, and perhaps most importantly, demonstrate that you have acted on their feedback. Keep them updated on how their suggestions have been implemented, showing that their input has had a tangible effect. This not only serves as a token of appreciation but also reinforces the impact and importance of their feedback.

Don’t ever forget it, the feedback your customer provides is precious, you should thank the customer for it.