Customer feedback is information provided by customers regarding their satisfaction or dissatisfaction with a product or service, as well as their overall experience with a company.

This information can be collected with different kinds of surveys but you can also find opinions and reviews your customers post online and collect them using Internet monitoring tools.

Both sources are necessary for obtaining a complete picture of how your customer views your brand.

Top-performing companies recognize the importance of customer input in their operations. They regularly pay attention to their customers’ feedback.

They not only look for thoughts their customers post on social media and reviews they submit on feedback-gathering websites, but they also ask for customer feedback utilizing different types of questionnaires.

If you want to keep yourself ahead of the competition, you must always pay attention to the customer feedback.

How will you know whether or not your customers are satisfied with your services? You won’t be able to address their concerns or provide them with the ideal customer experience if you remain unaware about how your customers feel about your services or what complaints they have.

Customers’ feedback is a valuable asset for organizations that want to develop and retain their customers. There are several ways to collect customer feedback. Some of them are:

• Provide live chat assistance.
• Gather information from your live chat sessions.
• Make feedback forms available.
• Measure customer advocacy using NPS.

Top 3 reasons that define why customer feedback surveys are important for the organizations

1. Makes customers feel important

Customer feedback has become increasingly important for personalization. Customers nowadays favor brands that value them and their feedback. Customers will feel more involved and valuable if they are asked to provide their feedback if they are satisfied with a service or not. Customers will likely be more loyal if their suggestions are heard and implemented.

According to the reports, “77% of consumers view a brand more favorably when they proactively ask and collect customer feedback”.

2. Improve the quality of products and services

No company would release a product into the market at random. Before selling it to their customers, they will need to investigate the demands of their target customers, design a suitable product, market it through various channels, and so on.

Even after going through so many phases before launching a product, no company can guarantee that it would be a huge success.

Because the product or service will be used by customers and the success or failure of the product will be determined by them. They will be in a better position to point out product defects and areas where work needs to be done to improve the quality of your product.

If a company fails to acknowledge customer feedback, then it will no longer survive in the market. Customers dislike spending money on a product that does not match their expectations or fit in their requirement list.

Customer feedback will assist your company in improving the quality of your products or services and allowing it to remain competitive for a long time.

3. Customer retention

Customers appreciate brands that are concerned about them and willing to help them with their issues. If your customer tells you about their difficulties with your product, you can quickly address them and earn their loyalty.

When a company responds quickly to a customer’s complaint, the customer is more likely to remain loyal to that company. Customer feedback surveys help in retaining customers.

However, you must first establish a proper channel for your customers to express their concerns and share their thoughts and opinions. Your customer will be unable to connect with you if adequate methods are not available, and the customer may switch to another Brand.

Customer feedback is a valuable tool for businesses to measure the effectiveness of their initiatives and how far they succeeded in providing the best customer experience.

If you are looking to measure and optimize customer experiences, then Dropthought can surely help!

Dropthought is a user-friendly, omnichannel, and real-time customer experience management platform. We empower companies in different verticals to create delightful experiences for customers across their journey. Get detailed analysis and insights from data to exactly know what your customers think and what actions you need to take to delight them.

With a dedicated customer success team, we would ensure that you are optimizing your Customer Experience programs and strategies to create great experiences!

Learn more by simply clicking here.