Feedback is the lifeblood of every productive workforce. Therefore, feedback is crucial when it comes to enabling success with your customer-facing staff.
Your company’s online reputation depends a lot on how you handle feedback. In this article, you will see the most common feedback examples and how to deal with them. Stay tuned!
What Is Customer Feedback?
Customer feedback is a compilation of thoughts users and customers have about a product, service, or brand. There are two types of customer feedback: positive and negative. Both can be helpful to a company, so either one is acceptable. Additionally, there are other ways to get customer feedback, including active and passive methods.
Why Is It Important to Collect Customer Feedback?
The ability to measure the quality and value a company creates for its consumers and make adjustments based on those customers’ changing thoughts makes this information incredibly useful. For more than 60% of companies, enhancing data gathering and analysis is the best method to improve the customer experience.
Customers today expect businesses to use the wealth of data from their users and customers that is now accessible to each of them. That entails customizing experiences, exceeding expectations, and fine-tuning their service.
How to Effectively Collect Feedback
Customer feedback may be gathered in many ways. Let’s divide them into two categories: gathering feedback from websites, and other approaches. Getting user feedback on a website enables you to interact with visitors and identify any issues they might be having.
Setting goals is the first step in developing an active strategy for gathering feedback. Determine which features of your product or service you want to enhance, and then thoughtfully create inquiries that will elicit the feedback you seek.
Next, figure out how to reach your target market the best. Customers before or after making a purchase, those that are older than or younger than a given age, all of your customers, etc. Make sure your target audience sees your request for input and chooses a demographic.
Last, make it simple. Customers who take the time to answer polls, questionnaires, or surveys are putting forth effort. Make it quick, appealing, and perhaps even profitable.
Customer Feedback Tools
Questionnaires or surveys that are delivered by email to a specified population are a great technique for gathering data.
These should be brief and shouldn’t require the recipient to do a lot of work. It is a good idea to get them integrated inside the email itself, allowing the recipient to respond without even leaving it to visit another page. The best way to start is with some ready made survey templates.
You can spot minor concerns before they become major ones by keeping an eye on your social media channels and conversations about your business on other people’s platforms. Customers anticipate your presence on popular channels like Facebook, Instagram, TikTok, etc. Companies are even perceived more favorably by 59% of consumers if they reply to customer concerns on social media.
Additionally, you can predict any requirements your clients may have and give them a proactive customer experience.
Customer Interviews and Focus Groups
Having interpersonal relationships in your toolkit for market analysis has several advantages. A personal connection can be forgotten in the era of digital connections, but the good news is that these kinds of encounters are still possible. In your workplace, there are instances when it is just preferable to move a conversation from email to face-to-face interaction with a coworker. We should view clients as external employees.
Fewer people will provide their opinion this way, but you will discover the insights you get are richer. You can ask additional in-depth questions and give participants the chance to elaborate during a face-to-face or phone session.
You may learn what your consumers enjoy and dislike by looking at pages where they spend more time or pages they immediately leave. Once you have feedback, you can start to evaluate it to determine where some of your problems are in the customer experience process.
Make sure you have the appropriate software to track your metrics. Several outside influences also affect how people surf the internet. While you evaluate, you should consider the context surrounding your ideas.
Post a straightforward feedback form with just the essential questions on your website and actively ask your clients to fill it out. You can even offer discounts or any other type of incentive to the customers who do it. You can display the reviews directly on your website and keep them updated once the feedback is gathered.
Ask for Feedback Through SMS
Who doesn’t carry their phones all day? Asking customers for feedback via SMS may be your best chance to get it. You can capture your consumers when they are most satisfied with their purchase experience and ask them to leave you a great review while they are still on the move by sending an SMS review request.
Ask for Customer Feedback On Live Chat Sessions
While they are still thinking about their interaction with your business, request feedback. The best setting for this is during live conversations. After a live chat session has concluded, let the customer service representative ask for feedback. This category can include simple questions on the worth of the chat experience.
The information you gather will also enable you to evaluate the performance of your support staff.
Create an Email Dedicated to Feedback
Create a dedicated feedback email where customers can send suggestions or complaints, if they have any, and place them on your website. Make sure it’s prominently displayed on your website for maximum impact.
Positive Customer Feedback and How to Reply Examples
Customer: A wonderful organization! Excellent customer service throughout the entire process. The team is knowledgeable and goes above and beyond at every turn. Without any reservations, I’d recommend their services.
Response: I appreciate your review, [CUSTOMER NAME]! Hearing how much [PRODUCT/SERVICE NAME] is loved by our customers and the fantastic service they’ve experienced from our staff brightens our day. Your review has been forwarded to our staff, and we hope to see you back soon.
Customer: Great experience and a great product/service. I would return any day because of [PRODUCT/SERVICE NAME] and their kind team.
Response: We appreciate your positive feedback on our service, [CUSTOMER NAME]. Your kind remarks have been forwarded to our team. The [COMPANY NAME] team is committed to giving each one of our customers a memorable experience, so they’ll be happy to know they succeeded with you. We anticipate being able to deliver a similarly top-notch experience in the future. We appreciate opinions on how we can continue to improve, so please let us know if there is anything we can do better in the future.
Customer: I enjoyed my visit with my family. We loved the food and how the staff treats customers. I recommend this place.
Response: Wow! [CUSTOMER NAME]. We appreciate your glowing comment. We are overjoyed to learn that you loved your time at our restaurant. We will continue improving to keep offering nothing but the best for you. Thank you!
Customer: I loved the [PRODUCT]. The best thing about it is that it [PRODUCT FEATURE]. I will be purchasing more in the future.
Response: Good day, [CUSTOMER NAME]! I’m overjoyed that you like [PRODUCT]! I’ve sent our product team your input regarding [BENEFIT], and I am confident they will be delighted to learn how much you adore [PRODUCT]. If there is anything further we can do to assist you, kindly let us know. We look forward to assisting you in the future with [PRODUCT CATEGORY].
Customer: I had a great time at your store in [LOCATION]. You guys surpassed all expectations regarding [SERVICE]. I can’t wait to go back!
Response: Hey [CUSTOMER NAME]! We are so grateful you took the time to write such a review of our [SERVICE]. With our attention to detail and customer care, we constantly strive to make our customers feel like this. That we were able to impress you with our [SERVICE] is wonderful to hear. When you return to our store in [LOCATION], we want to brighten your day again.
Negative Feedback and How to Reply Examples
Customer: I had an unpleasant experience at [COMPANY NAME]. They made me wait too long for a single dish, and when it arrived, it was cold. I would not recommend it.
Response: Dear [CUSTOMER NAME], we are sorry you had that issue at our establishment. You are right. No one should wait that long for a dish. We want to look at this matter more thoroughly. Could you kindly get in touch with me by phone or email? We would be delighted to fix the problem.
Customer: I am disappointed in your staff. I had a question regarding [SERVICE], and they told me they had no idea and were disrespectful.
Response: Hello, [CUSTOMER NAME]. I greatly appreciate your feedback. One of our goals has always been to provide excellent customer service. We are incredibly grateful for you bringing this to our attention and are sorry to hear about your experience. Contact us at [EMAIL OR PHONE], and we’ll solve the problem immediately.
Customer: I purchased [PRODUCT] and it stopped working after a month. I contacted customer service and they haven’t got back to me. I’m upset and would not recommend purchasing from them.
Response: Hello, [CUSTOMER NAME]. We are deeply sorry that you are dissatisfied with [PRODUCT]. We want to set things straight. Please get in touch with us at [EMAIL OR PHONE]. We are accessible all day. I look forward to your response.
Customer: The service was awful! They ignored our requests and seemed annoyed when we asked to change what they initially brought us.
Response: Good morning, [CUSTOMER NAME]. We apologize for not offering the best service for you. We appreciate you informing us about this. Your suggestions enable us to improve. We are investigating this matter to find a speedy and precise solution, and we will get back to you as soon as possible.
Customer: They were late and didn’t do what they promised. I would not recommend hiring them.
Response: Dear [CUSTOMER NAME], we constantly strive to provide a wonderful experience and are devastated when we fall short. We appreciate you taking the time to alert us to this. The criticism will help us improve and make sure this doesn’t happen again. Kindly accept a refund and a discount coupon for any of our services.
What Should Be Asked In A Feedback Survey?
- Is there anything you expected but didn’t get?
- Did you find our staff to be courteous and accommodating?
- What can we change to make your experience better?
- How would you sum up your interactions with this person in general?
- Is your issue being fixed as quickly as possible?
What Should You Avoid When Collecting Feedback?
- Avoid making customers download additional software to fill out the form.
- Avoid asking difficult questions.
- Avoid inquiries that will not provide you with useful knowledge.
- Don’t disregard the survey’s findings and recommendations.
How Many Customers Respond to Surveys?
A response rate of 5 to 30 percent is considered standard for customer surveys, whereas 50 percent or more is regarded as exceptional. It varies depending on the niche and customer loyalty level.
Wrapping It Up
Customer feedback is a great tool to understand what is going on with our company, the areas we need to improve, and the areas we could use to attract potential customers. We hope this guide with useful examples has been helpful for your business.