Imagine this, you’re providing a service to customers, but you aren’t receiving any feedback. It can be a difficult position to be put in. As humans, one of the hardest things to deal with is the unknown. No one likes being left in the dark, especially from a business standpoint. We all want to know what our customers are thinking. Whether it be satisfied or dissatisfied. Customer feedback is one of the most important things when it comes to running a business. It lets you know honest opinions about your customer’s opinions so you can improve overall customer satisfaction. Being successful in a business means knowing what people want to see from you. So, you want customer feedback but you just don’t know how to obtain it. Don’t worry, we’ve got you covered.
1. Requested Feedback
This type of feedback is seen everywhere. It’s very straightforward, which is why it’s so effective. Simply asking a customer for their feedback can lead you in the right direction for getting answers. You can do this by asking them to fill out a survey, questionnaire or simply rate your business online, over the phone or even sending out a text message. When you request feedback you need to be prepared to answer any question the customer has. This may sound nerve-racking, especially if a customer wants a direct in-person or over-the-phone response, however, you’re getting the feedback you requested, which was the original goal.
2. Observed Feedback
Another way to gather feedback from customers involves watching how your customers use your product or service. This will tell you what purpose it’s serving for the public. Often times, you can track how much they use it and in what areas of the world it’s being used. You can also see how they navigate through it and the types of documentation they read. You can do this by watching your product engagement for example, with analytics, you can see what days of the week are most popular for your business and even what times of day your product is used. This is extremely helpful because it’s not only giving you a sense of customer satisfaction, you’re understanding how and why they use it.
3. Unsolicited Feedback
Unsolicited feedback is the complete opposite of requested feedback. Customers or clients are giving you feedback without being asked. For example, a customer tells you how they think you could improve your business or gives suggestions about what they would like to see in the future. Although this form of feedback can occasionally be difficult to deal with, it will give you a sense of what you need to improve. Although not all given feedback is negative, it can be just to tell you how great your product or service is. In the end, you’re getting the feedback you wanted.
Engaging with your customers in a way that benefits you and them is a great way to maintain a business with satisfied customers. Through feedback, you can determine what customers love, like and dislike about your product or service. In the end, customer feedback is key to having open communication with your customers and which greatly benefit your business.
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