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Customer feedback is the insights and information put up by the customers about their experiences with your company. But is that all? Let us find out.
Is your customer service top-notch? Is the product features the best in the business? You need to have the right customer feedback to know your worth. Realizing one’s true potential can only be done by honest feedback received by the clients. Here in the blog, we will be reading a few highlights which include:
Why customer feedback is an important terminology in the dictionary of customer success, let’s find out.
The definition of customer feedback goes back to the beginning of the millennial. It is the information that the customers provide based on their satisfaction or dissatisfaction with the product or service. It could hover around the general customer experience related to the company too. This opinion then forms as a vital resource for improvising the customer experience.
Moreover, the benefit of customer feedback is immense. The top-performing SaaS companies understand the vital role that customer feedback plays. Therefore, they constantly pay special heed to the voice of the customer and act accordingly. As a matter of fact, staying ahead in the rat race and on top of your competition is only possible when you give preference to your customers. Be it positive, negative, prompted, or unprompted.
Considered one of the best ways to get customer feedback is the customer feedback loop. With this, collecting customer feedback tends to become a lot easier. The acronym ACAF stands for:
A – Ask for customer feedback. The questions you put out depends a lot on the goals you have. All you have to do is ask your customers for any relevant feedback based on your product’s performance or services.
C – Categorize the feedback. In the second step, you can segment the feedback into different criteria that are meaningful to your business chords.
A –Act on the feedback. It is time for you to act now. Research on the types of feedback you have received and put them in an actionable format.
F – Follow up with the customers. Finally, revert to the customers who gave their precious feedback so that they know you truly care and listen.
When you are strapped for time, these are a few bits from a great customer feedback questionnaire. These questions will give you essential information about the impactful parts of your business.
When you get answers to the aforementioned questions, you will realize how every aspect of your buyer’s experience is addressed. You will soon be in a position to receive an overview of how your clients find your product.
Customer feedback management could sometimes get tricky. Having said that, you must have sound knowledge of what to ask and especially what not to ask. Here are a few mistakes that you must reconsider before doing.
The famous acronym TMI applies in the customer success space too. Refrain from asking questions that are a little too personal. Revolve around asking easy questions first and having a less confrontational way to get customer feedback. Do not begin the interview with a question that might disturb the client.
Questions like ‘Are you satisfied with the service? Yes/No’ could be difficult for the customer to answer. Further, it will provide only little specifics to the query which is of no use. It could be possible that they might not be fully satisfied or fully dissatisfied with the service. That is when you need to offer them questions with a subjective answer mode format. This is beneficial for both parties.
Refrain from rafting questions that are ambiguous in nature. Say, for instance, ‘How clear and accurate was our onboarding process?’ In this case, either ask the client about the clarity of onboarding or the accuracy of the same. It could be possible that the customer onboarding process for them could lack clarity but it could be accurately done. Or if the vice versa takes place, they are stuck.
Mistakes do happen as we are human. But what you can do is rectifying them before it is too late. Take five minutes of your time and review the questions. It could be possible that you want to add something at the last moment. Reviewing could also save you from embarrassing spelling or grammatical errors if any. This will always increase the effectiveness of the customer feedback process.
There are primarily two types of customer feedback. One, where the customers give you feedback without you having to reach out to them. And the other where you reach out to them for feedback. Now, let us look at these two types in detail.
It is vital to keep a tab on what your customers have got to say about you. Always reach out to them in case of a negative feedback. And when met with a positive one, acknowledge and thank them for their response.
As and when you ask for the product feedback, which is the first step in the Customer Feedback loop, you will find a sea of information pertaining to these three buckets of feedbacks:
For Customer Service, the three most common places to ask for feedback are,
It could be possible that a marketing or a sales executive could have mistakenly over-promised a deliverable but would not be able to do so sue to any given reason. On that note, ensure that you have a stern customer feedback loop which is well-maintained for your marketing and sales teams, that will lessen these unforeseen situations to an extent.
Top 10 Ways To Get Actionable Feedback From Your Customers – Get insights on ways to get actionable feedback quickly and easily from the customers. 26
What Is Voice of Customer (VoC) and Why Is It Important? – Voice of the customer, is it a new terminology in the customer success space? Let’s find out.
Kaustubh Sangam is a Customer Success Analyst with 2 years of experience. Committed to delivering exceptional customer experiences and driving business growth. Proficient in leveraging data analysis to optimize customer success strategies.
Published July 30, 2020, Updated June 07, 2023
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