The Varied Forms of Customer Feedback
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In business, it might be common knowledge that customer feedback is important, but you might not have a full picture of how many options you have in obtaining it. Customer feedback isn’t just something that you can collect with forms, it’s a flexible format, and opening your audience’s eyes to all the ways in which they can provide you with feedback can be as informative for them as it is for you.
Even then, you might be surprised to find ways of collecting this information that you might not even usually think of customer feedback, opening the scope up even further.
Analyzing Data
Customers are going to be providing you with insights all the time without necessarily even being aware that they’re doing it. Every time they interact with your brand, through social media, marketing, or directly through purchases, you’re getting more information on which areas of your business are performing well and which aren’t. Analyzing this data, perhaps through the use of an API management platform, can help you to quietly gear your brand in a direction that you can be confident will resonate with your audiences.
Bug/Crash Reports
Tools like an API management platform are incredibly useful for allowing you an insight into what is and isn’t working about a digital platform. Much of that might be preferential but it can also give you an insight into the technical performance of your website and what needs improving. This information can be achieved another way, however, and that’s through bug and crash reports. This is something that all manner of digital outlets have, from websites to video games, and can allow customers to let you know when something’s wrong with your app or website, giving you an awareness of an emerging problem and opportunity to fix it before it impacts performance.
User Reviews
User reviews are an excellent form of feedback to rely on due to the multiplicity of functions that they perform. For audiences and customers, they’re useful as a way to leave feedback and to inform prospective customers of the pros and cons of the experience. For your brand, this can function as free marketing when the reviews are positive, and when they’re not, it gives you an idea of where you could improve. However, in order to glean important information from these reviews, having a good understanding of when to acknowledge something as an anomaly against a genuine trend is paramount.
Focus Groups
While forms and surveys might be your first port of call when it comes to customer feedback, focus groups are another popular option due to the direct communication that you have with audiences for a dedicated period of time. This can allow you to get a direct sense of their opinion of your brand, arguably providing you with even more qualitative data than you could achieve through a form. It’s important that you’re aware of the limitations of this practice, however, and how the artificiality of the situation could negatively impact the quality of the data.
Read More: Who is Phyllis Fierro?