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Want To Learn How To Implement a Customer Feedback Program?
“I need help getting feedback from customers to improve my business.”
Benefits Of Collecting Customer Feedback
Collecting customer feedback is a great way to learn about your customers and what they value, or dislike about your company, products or services. Getting feedback from your customers can help you understand what drives customer satisfaction and loyalty, which can help boost revenue more than sales and marketing ever could. Retaining your customers means paying attention to customer feedback and doing your best to improve customer satisfaction based on that feedback.
How To Ask for Feedback
Ask for feedback from your customers by using the A.C.A.F. Customer Feedback Loop recommended by HubSpot. The A.C.A.F. Customer Feedback loop includes the following steps:
Ask. Ask your customers for feedback on your products or services.
Categorize. Categorize your feedback into different sections that are useful to your business.
Act. Share the feedback with other people at your company who can make the necessary changes.
Follow-up. Follow up with each customer who provided feedback so they know you're really listening.
Get feedback about your customer service in one of the following ways:
- Knowledge base
- Live chat
- Email follow-up (after a support case is resolved)
A Few More Things To Consider:
What Customer Feedback Metrics Should You Use?
Once you've got enough feedback data through customer satisfaction surveys, customer support surveys, and customer loyalty surveys, it's time to start analyzing your feedback if you want to improve your business processes and see continuous growth. Top agencies use several different metrics to analyze your feedback such as:
- Net Promoter Score (NPS) - a simple, one-question survey that gives your business quantitative and qualitative data about your customers' experience with your company.
- Customer Effort Score (CES) - a survey that determines how user-friendly your products or services are.
- Customer Satisfaction Score (CSAT) - a survey you can use to measure customer satisfaction that asks customers to rate their experience on a scale with a product, service, or interaction.
- Customer Health Score - offers an overall summary of a customer's satisfaction with your brand, combining data like CES, CSAT, and more.
- Abandonment Rate(s) - the percentage of customers who ended an interaction with your brand before making a request was finalized.
The easiest way to set up a customer feedback program is by using special software that can help you organize and analyze your customer feedback data.
