But what does that mean? How is feedback managed?
Read on to find out.
The importance of customer feedback management
Customer feedback management (CFM) is the process of collecting feedback and using the information to improve the customer experience.
The ultimate goal of collecting customer feedback is to improve the customer experience and enhance customer satisfaction.
To do this, you need to follow a series of steps. Collecting customer kuwait phone number list feedback is a waste of time if you don't use the information to develop your business.
By now you should realize how important it is to manage customer feedback systematically.
If you manage CFM well and plan it wisely, you will obtain the following benefits:
Better customer experience
Increased customer satisfaction
Fewer unhappy customers
Greater customer loyalty
Improved business growth
Better products and services overall that fit customer needs as best as possible
This blog presents different types of customer feedback, and 5 simple steps to manage customer feedback.
Types of customer feedback
There are many types of customer feedback that we don't even think of as such.
Before we dive in, let's look at reactive and proactive feedback.
When we talk about customer feedback, we usually think of feedback surveys or customer interviews. This is called proactive feedback , or direct feedback.
Proactive feedback refers to feedback you specifically ask your customers for.
But you also get unsolicited feedback. Messages, requests, complaints, and other customer communications are considered reactive feedback or indirect feedback.
Never ignore reactive feedback! Unfortunately, it is easy for it to happen.
That's one of the reasons you need a feedback management system that takes into account all customer interactions.
types of customer feedback
Now we can move on to looking at the different types of customer feedback.
1. NPS
The net promoter score is a widely used customer satisfaction metric.
You've probably seen it as a customer thousands of times. It's that question you're asked about how likely you are to recommend a particular business to others, giving you a choice on a scale of 0 to 10.
NPS is easy for the customer to use, and easy to interpret and track over the long term. That's why it's so popular!
In case you need more information about this metric, read our Ultimate Guide to Net Promoter Score .
2. CSAT
The Customer Satisfaction Score is a concept similar to the NPS, but operates on a scale of 1 to 5.
CSAT doesn't ask you whether you would recommend or not, but rather your level of satisfaction as a customer.
Many companies replace the numerical scale with emojis or verbal descriptions.
3. Reviews
Reviews are honest opinions from your customers, which is why they are a great feedback tool.
They are less measurable than NPS or CSAT type tools unless you use star rating reviews.
But reviews often tell more about customer experience and satisfaction than a simple numerical rating.
