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Informal customer feedback is basically an unprompted criticism that a customer or client of a business gives to an employee or the company itself. ... Opinions of customers are vital to improve customer relations irrespective of what they think of a business.
Analytics and data gives us all sorts of insights into what our customers want from our business. But sometimes… don’t you wish you could get an answer straight from your customers?
That’s what customer feedback is all about.
It helps us understand the WHY behind what people are doing. Why are people using one feature three times as often as another? Why do most of your customers stop creating accounts on the last step? Or what causes customers to use your product less frequently (and eventually stop altogether)?
When we match customer feedback to what we’re seeing in our analytics, we get a much clearer picture of what’s going on. Then we’ll know how to fix problems and go after the right opportunities.
How to use 5 different methods so that you can collect customer feedback day in and day out. This way, you’ll always know what your customers REALLY want and how their needs are changing.
The 5 best ways to get consistent (and high quality) feedback from your customers:
1. Surveys
2. Feedback boxes
3. Reach out directly
4. User activity
5. Usability Tests
Surveys are short or long and it is best to keep it short and interesting like using the words always, sometimes or never making a one choice and other comments in another box.
Feedback boxes are an important aspect of getting feedback from customers as this indicates their preference and choice which plays a role in maintaining trends in marketing of a brand or product.
Reaching out directly makes this possible through analytics which show through various activity on websites how people makes their choice.
User activity is through a program designed to find out the patterns of people.
Usability test can be a bootstrap Usability test or a when to make changes based on feedback.
Data from social listening provides you with a strong base for your market research. It is actually a more credible source of customer insights than any other study, like focus groups or surveys. Why? Because people share information about their preferences or opinions on products and services voluntarily. Thus, they are honest in their views published on their social media profiles.
