Why Customer Feedback is Important and How Often One Should Do It
Nirav Raval
Co-Founder & CEO at GetOnData Solutions, GetOnCRM Solutions, Mobio Solutions
Ever wondered, why your business fails to acquire the desired results after rigorous planning? Well, you might be excluding the paramount reason for business growth – collecting customers’ feedback. To define customer feedback; they are a few powerful words in a review that can leave a major impact on a visitor than the entire website.
When we shop on Amazon, it is all about the ratings that we decide to buy a product. In order to collect a few extra stars, the brand has to take the extra mile. Speaking of the statistics, 91% of customers trust online reviews, 84% of people believe online reviews are equal to the personal recommendation, and 74% of customers trust online reviews when it comes to trying any services. Let us discuss some of the top reasons why customer feedback is important. While going towards the end, we will also discuss how often you should it.
Understanding the scope of improvement
One of the major reasons why a customer’s feedback matters, is that it offers an understanding of your products or services from their point of view. Customers’ expectations evolve with time and when they use a product or service, they have an urge to connect to the brand by sharing their experience and telling them how they feel. A customer needs someone to share their experience while the brand needs review. When you connect with your customer, they share their honest opinion about your products/services giving you a scope of improvement.
Gaining customer loyalty
When you ask someone for their opinion, they feel valued, and similar happens to your customers. With this, you are making them a part of your organization by weighing their opinion that makes them feel attached to your business. People are always happy to tell you if they are happy with your service or not, and when they do so, they feel that they have invested in the right place.
Positive word-of-mouth recommendations
Never underestimate the power of word of mouth advertising. When you are able to satisfy your customers, they recommend your products/services to their chain. This allows you to gain a substantial customer base because people trust personal recommendations more than flashy advertisements.
Never say NO to negative feedbacks
While some businesses feel demoralized after negative feedback, you can use it to improve your products/services. When you customize your products after receiving a negative feedback, you are giving way to positive feedbacks that will help you improve your product/service.
Improved outreach
Nearly 90% of potential customers make their buying decisions based on customer reviews. Positive customer feedback can help you acquire more customers as your reviews are reaching out to more viewers that might be looking for your products/services.
How often should you ask for customer feedback?
A rule of thumb would be, after every new purchase or completion of a service. Frequent collection of data will help you expand your services and improve customer experience. No matter the product/service you offer, you can only make it better by asking directly from your customers. But make sure that you do not annoy them when asking for feedback. When someone makes a purchase or signs up for services for the first time, you can ask for a review via an email, or through product links.
Final thoughts
Customer feedback is an essential KPI (Key Performance Indicator) for any organization as it is a reliable source of a benchmark to measure your performance. It will help you know your target audience better and understand their needs so that you are able to plan your future products and services in accordance.
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I help hospitals sky-rocket their revenue | Founder Debugee Technologies
3 年Insightful !! Customer Feedback is important to upgrade the product and business. Knowing the drawbacks of the system is important for startups
Co-Founder at Gurully Technologies LLP | EdTech Enthusiast | Empowering Language Proficiency
4 年Completely agree Sir. In fact, the reviews from the customers helped our product to improve a lot and provided new insight into the improvement for the user experience.
Founder at VitalGrowthLab | We drive new patient flow for DCs in crowded markets with Hyper-Local Market Intelligence and the Connect Growth Engine | Free yourself from marketing drudgery and amplify your impact.
4 年Nirav, completely agree with you. collect it often, listen to it, act on it. One point I didn't see, and would add, is "market with it." I mean take your word of mouth and get it in a form that you can re-purpose. Like a Google my Business recommendation repurposed a picture posted on Facebook and so on.
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4 年Yes, Nirav. We don't assume that just because we hear nothing everything is okay. We use an automated system to reach out and jump on things right away when necessary.
Passionate about connectivity, particularly in hard to reach areas. Keen to help the remotest parts of the UK to level-up, break down barriers to adoption, tackle the digital divide and enable digital transformation.
4 年Absolutely agree that Customer Satisfaction and Feedback are critical for a business. Really important to keep an eye on this and tweak service delivery when and where needed.