These days, most businesses are focused on investing more to improve their customer experience. When customer review is held at the highest regard, collecting their feedback is now more essential than ever.
Collecting feedback helps a business owner to get an idea about what the customers think about the brand, service, and product quality. It goes beyond mere likes and dislikes and helps you to understand how you can improve your services/products and where to stand in the competition.
While there are a great many ways of collecting customer feedback, in this blog, we will break down of most common forms of collecting feedbacks – direct customer review and social media feedback. Here’s everything you need to know about the methods – meaning, pros and cons, and differences.
Customer feedback is the information, input, and insights shared by the customers about their experience of using your services or products. These feedbacks guide companies to identify the issues and make necessary improvements for better customer experience.
Collecting customer feedback is highly valuable for enhancing the quality of your products and services. Using the feedbacks essentially makes the customers the decision-makers of your company which greatly benefits all the departments and makes a business thrive. It will undoubtedly evolve you and your business.
When you first think of evaluating customer feedback, the first thing that can get to your head is the overwhelming amount of possibilities. Hence, before you start with the process, you need to understand why you need their feedback. When you identify the purpose and choose the method for the process, it becomes a worthy investment of time.
Try to discuss and answer the following questions with your team before getting started:
Direct channel customer feedback means sending an email, completing a web survey, and sending a text message.
Surveys: While you want to ask a ton of questions to your customer about the service or product, you must keep short slider surveys that reach your target audience quickly. Hence, make sure you:
Email: Email is another way of gathering customer feedback directly. To improve the chances of hearing back from your customers:
In today’s time, social media is the gold mine of customer reviews. More than 2.50 billion people use social media, and they are active on various social media platforms. So there is no better place to interact with your customers and collect feedback. Your customers can publicly ask questions and directly leave feedback for other potential customers to see.
Here are some practical tips for gathering customer feedback through your business's social media channels.
Let’s now discuss the perks and challenges of both methods of collecting customer feedback:
Feedback is delivered directly to designated staff.
Feedback gets delivered by text or email
All feedbacks are related to your business
Helps to take immediate actions
Personalised communication with the customer
Pre-empts the negative comments beforehand
Requires unique marketing materials/instructions
Marketing materials/instructions are visible and open to the customer
Requires customers to read instructions
Social media portals are widely used.
Most customers are familiar with social media platforms and use them.
Social media tools are free.
Must monitor business’s multiple social media platforms
Feedback is visible to the public.
Negative feedback can impact the business.
Need to identify specific feedbacks from the ocean of comments
Have to monitor multiple #hashtags or keywords
Laborious and time-consuming
Requires dedicated resources
Difficult to have a follow-up dialogue with a customer
On analysing all the factors, it's safe to state that a business must use both the options to gather customer review. Direct feedback helps you address customer service issues, whereas social media allows you to create buzz around your products and services.
For the success of a direct feedback channel, you must have designated staff to receive a text or email alerts directly whenever feedback is submitted. They must reply immediately and provide appropriate support. The entire process should be automated to avoid confusion.
Similarly, social media monitoring is crucial to monitor all the platforms using the hashtags and keywords to identify comments relevant to your business. It then must be forwarded to the right team for follow-up action.
Now back to the million-dollar question, which method is more efficient. We would recommend the direct feedback way as it is immediate, targeted, no additional workforce, and the feedbacks are always relevant to your brand.
Professionally an academic writer and reviewer, Ricky is considered to be James Bond when it comes to online academic writing services. Ricky runs a successful blog that is dedicated to enlightening students about online writing services. All his blogs are well-researched and no less than eye-openers. Apart from review, writing and truth, he is a football aficionado. So, when he is not working, he can be found busy with football.
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