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4 Best Practices for Effective Customer Feedback Management

 

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Customer feedback is the quickest way to gauge your company’s popularity with potential customers. It’s also a crucial indicator of how customers enjoy their experiences and feelings about their interactions with you. At the touch of a button, customers can read your history online and see the most popular questions people have asked. How do you leverage that data to keep growing your business? These standard best practices for customer feedback management will help you succeed.


Why is Customer Feedback Management Important?


Meeting your customers’ expectations is the lifeblood of any business. A customer feedback strategy will help you align your improvement efforts and user experience to achieve the desired outcome. But feedback means little by itself, and you need to attach an apparent action item to your customer feedback to drive progress. It is the process by which you can organize, collect, and implement the feedback you receive. 

Start with these four best practices for customer feedback management.


1. Define your Objectives

You can take your feedback to the next level by identifying your needs. With hundreds of tools, it’s easy to go overboard. Focus on a few tools to give the most effective and efficient results. Don’t simply ask for feedback – define your needs first!

2. Tailor the Feedback Process to your Objectives


The Net Promoter Score is the study to choose from if you want to understand how satisfied your customers are with your products or services. For example, it could reveal that 62 percent of our customers who used our service in the past year would recommend us. In this instance, we want to continue improving quality so that even more customers recommend us. Also, we want to know what was happening during their most recent interactions with us (CSAT) since this will help us improve future product development. CSAT measures the percentage of satisfied customers who say they were delighted


3. Collect Feedback across Multiple Channels


Collecting feedback is incredibly easy these days, and there are many ways to do it. With simple tools, you can use any platform in your survey channel, from mobile apps to popups to social media. While in-app surveys will help you drill down to specific usability issues, website popups allow you get a real-time view of the overall user experience. Every channel has its purpose, and collecting feedback across different channels will give you broader insights.


4. Categorize the Feedback Collected


A simple way to categorize the feedback collected across multiple channels is to collect them into support and product feedback. This guide helps you quickly determine which channel to send your customers for feedback and how to make sure respondents gain value from your survey.


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