A business only survives because of its customers. Customers act as really important factors for determining the fate of the business. In today’s world, everyone talks about doing what the customer wants and taking customer feedback. But to date, the majority of people don’t collect customer feedback and those who do collect, fail to act on it. The purpose of collecting customer feedback is to consider those suggestions and act accordingly.
1-Identify what customer hates about your product/serviceMost people are stuck in their brain and cannot deal with a fact that there might be some problem with their product. People always ignore negative feedback not realizing that nothing is more powerful than negative feedback. “Your most unhappy customers are your greatest source of learning,” says Bill Gates, CEO of Microsoft. Negative feedback gives you an actual insight into your own business and helps you a lot in improving it. Businesses that can understand this can save a lot of time just by following what the customer wants.2-Work towards building customer loyalty“There is a big difference between a satisfied customer and a loyal customer. Never settle for satisfied,” says Shep Hyken, a customer service and experience expert at Shepard presentations. Getting a loyal customer is difficult but once you get one, that one customer stays for life. Listening to customer feedback makes the customer feel appreciated and a part of the value creation process and they are more likely to return to the same place consciously or unconsciously. Customer feedback plays a major role in building customer loyalty.3-Identify what the customer likes most about your product/service.Positive feedback of customers always provides a ton of motivation to the business as well as its employees. This process can even help businesses to find their niche, they can know for sure what they can do best. Customers telling you what they like the most helps the business to focus more on the same and keep improving for the good only.4-Analyze the trends of responses.Usually, whenever you ask for feedback you get similar responses which may be good, bad or neutral. Talking of negative responses there is usually a trend in those i.e. most people have complained about the same thing and the same happens with positive responses too. Businesses need to evaluate these trends really carefully because it brings the major mistakes that the business is doing in light and these trends show them where they need to act upon. The process of collecting customer feedback cannot be completed in one day. “Customer service shouldn’t just be a department, it should be the entire company,” says Tony Hsieh, CEO of Zappos. As the business grows, customers grow with it and so does the process of collecting customer feedback. Businesses need to actively perform this task and analyze real-time reports and act accordingly to survive in this highly competitive market.5- Identify the segment of customers who are not satisfied with you.After conducting a survey, it is really important to know which segment of our customer database is not satisfied with us so that we can start acting accordingly. Businesses have an option to apply different filters on their reports which makes them aware what part of their database isn’t satisfied with them. With this feature, businesses can filter out different segments and try to solve each of their problems.6- Identify where customers faced problems during their journey.Many times customers like the overall experience but sometimes customers face certain problems at a particular stage. So, the business has a moral responsibility to carefully analyze their customer’s feedback and find out where customers are having problems during their customer journey and try to solve it in their best capacity.7- Increase response rate to the customersIt’s true that many businesses focus on customer queries and work upon it but almost no one reaches out to the same customers again telling them that we solved your this problem that you faced with us the last time and we would love for you to allow us to serve you our best. Businesses should reach out to the same customers again to close the loop with them after solving the issue.So, to wrap all this up we can understand that the process of collecting customer feedback is equally important as the process of making a good product.There are a lot of ways to collect customer feedback which include pop up surveys, NPS score and many more. The selection of feedback collection method depends totally on what the company finds most suitable.Survey2connect provides a lot of different ways to make a different type of surveys and provides different means to collect feedback to evaluate the customer experience. The most difficult part of collecting feedback is analyzing it but Survey2connect makes that easy by providing quick but at the same time an accurate analysis.
