Whether it’s through reviews, social media comments, or surveys, customer feedback gives us valuable insights into what they expect from us. It helps us understand:
In other words, customer feedback takes the guesswork out of your product development, customer support, and market research processes. Find out the 7 ways your business can grow from surveying and listening to your customers:
As end users of your products and services, your customers are the best people to tell you:
Use these insights to make improvements to your existing products and services, or come up with new product/service ideas. Here’s an excellent example of a Tesla car owner tweeting a suggestion to Elon Musk, and Musk responding with a decision to use that suggestion.
The complete redesign of the new “Sonic the Hedgehog” movie after a massive backlash is another excellent example.
Happy customers = loyal customersLoyal customers = long-term success customer feedback helps you understand if your customers are happy and measure their satisfaction rate. A lower satisfaction rate is cause for concern.It means you should reassess every aspect of your operations to deliver higher customer satisfaction.Apple uses Net Promoter Score (NPS) surveys to measure customer satisfaction rate.
>0 NPS is good>50 NPS is excellent>70 NPS is world-class
Customer feedback tells you exactly what your customers need and expect from you.It takes the guesswork out of your audience research efforts.These insights can fuel your marketing campaigns, product development, and more.McDonald’s UK switched from plastic to paper straws as a result of a customer-led campaign with almost 500,000 signatures.
With a better understanding of your customers, you’ll know exactly how to deliver an experience they like. Customer feedback helps you discover areas where your website, user experience, or customer support is lacking.Nordstrom prompts shoppers to leave a feedback about their experience shopping on the site.
The survey asks you to rate your experience based on page load speed, loading consistency, etc.
Customer feedback highlights your company’s strengths and weaknesses.This helps you understand which areas to focus your efforts on first.For example:
Uber addresses rising safety concerns with plans to listen in on rides. This feature will give users the option to activate audio recording on their trips.
Highly satisfied customers = loyal customersSo to enhance customer retention, deliver an exceptional and memorable experience first.
Customer feedback also provides you with insights to feed your marketing campaigns.Use it to identify:
All of these insights can help you build a winning marketing strategy. Netflix, for instance, crowdsourced ways to better promote their shows in the following tweet from a team member.