Great businesses focus on sales strategies and have a concrete plan to improve their relationship with the customers. This includes getting to know the customers’ journey with the company and how they feel about its products and services.
However, customer feedback is not simply approaching customers and asking them how their experience went. Such a customer feedback system tends to overlook effective collection and analysis of client feedback; thus, there are instances when customer concerns have no proper attention or become forgotten.
The importance of collecting and analyzing customer feedback effectively
There are two actions in customer feedback: first, gathering clients’ opinions. Second, analyze these opinions to see how to improve the business. These steps must be as accurate as possible so that the task of reviewing feedback flows smoothly.
Great strategies by lead generation companies increase the potential of new customers. Meanwhile, effective methods for collecting and analyzing feedback ensure customers stay. Taking appropriate actions toward feedback can help secure customer loyalty and satisfaction.
It is vital to consider convenient and appropriate gathering and interpreting of customer reviews because it strengthens the relationship between companies and their clients. Moreover, it lets businesses become aware of improving their products and services according to their customers’ observations and suggestions.
How to collect and analyze customer feedback effectively
Part of collecting and analyzing customer feedback relies on an effective customer service system. Thus, let’s discuss different ways on how customer service can conveniently collate and interpret these data.
1. Categorize your feedback
When we say customer feedback, it’s a wide range of data received by companies that assess their products and services. There are different types of collecting information, such as using a customer feedback survey or questionnaire.
There are various business aspects in which customers have to give feedback, such as the performance of representatives or comments on a product or service, and many more.
With this wide range of data, companies may have to deal with numerous feedback details that need to be sorted out. If customer feedback details are not categorized, customer service teams would have difficulty analyzing or interpreting them.
To avoid confusion and mistakes from a disorganized system, those in charge of customer feedback have to categorize the data and come up with a clear summary. This way, customer service teams can avoid mistakes and improve their work process.
2. Prioritize important and urgent feedbacks
Among the entire customer feedback and questions, there are always those that need immediate attention. For instance, if one customer commented that the product or service was terrible, companies should immediately know what made the experience awful.
Thus, it’s always best to prioritize those comments and suggestions that are urgent for companies to know. An example of such urgent comments is when customers send in negative reviews due to a terrible experience. This could give companies an unfavorable reputation once left unnoticed.
Other examples could be important customer requests like offering promos or providing more products clients can choose from. Still, companies must remember that prioritizing requests means looking at those that are truly relevant and not just requests that can be done later on.
Companies with no sense of urgency over customer feedback might lose loyal customers. Thus, businesses must address major customer concerns so that they can perform immediate action that can protect their reputation and maintain customers’ trust.
3. Read carefully, read thoroughly
Part of analyzing customer feedback is to read through their comments thoroughly for accurate interpretation. However, when customers answer surveys or questionnaires, they have different ways of expressing pretty similar opinions.
For instance, one customer says about a product, “it is difficult for me to use,”; while the other customer writes, “it is too hard for me.” Especially when it comes to selling products globally, businesses will encounter different feedback expressions from diverse customers.
The context in every feedback is essential—especially if comments are coming from diverse clients. It’s important to focus on even the shortest comments as they might add valuable insights when collated with other comments later on. Additionally, analyzing the context in an accurate manner guides representatives in pinpointing those that need to be prioritized.
4. Make use of software and tools
While it is generally challenging to gather feedback, our modern technology now makes it easier to accomplish such daunting tasks. There are now various software or tools that make collecting and organizing data easier. Moreover, these tools are also convenient so that feedback analysis does not become confusing and lengthy.
Most of the tools helpful in collecting and analyzing feedback are also tech support software. This means that technical support representatives can also assist in gathering customer feedback conveniently and effectively. For instance, some of these tools allow representatives to organize customer comments and share them with other teams.
5. Don’t just look at surveys and questionnaires
Whenever we hear the word ‘feedback,’ the immediate strategy that comes to mind is surveys or questionnaires. However, customer feedback does not limit itself to merely surveys or questionnaires, especially during the rise of the digital age.
Customer service teams can find opinions, suggestions, and even complaints on social media as many customers nowadays use this platform to voice out their thoughts. Furthermore, some customers do not take surveys and questionnaires seriously unless they have an urgent concern. Usually, they would skim through the items, especially when they were in a hurry. Meanwhile, customers would instead post what they think about companies’ products and services on their social media accounts.
Although, this does not mean that businesses should lessen their efforts in creating surveys or questionnaires. We recommend that businesses should also consider social media platforms to know what their customers have to say about their products or service because it greatly impacts their collecting and analyzing strategies.
6. Consolidate data accordingly
It’s a massive challenge for businesses to gather an enormous amount of data, such as customer feedback. It could be a tedious task, especially for huge or small companies with increased customer feedback.
However, this data is critical for the development of the business because every customer feedback contains valuable insights that point to companies’ strengths and weaknesses. The simplest way to gather this feedback is to consolidate the data to become a coherent whole.
Of course, customer service representatives will first have to categorize the data before going over the comments and capturing the general opinion of customers. Consolidating data allows companies to filter similar responses efficiently. In this way, the summary of customer feedback is more precise because there is a careful analysis to simplify the data.
7. Determine feedbacks that are being improved on
It’s essential to determine which feedbacks are currently improved on by companies from those that are new. We mean to say that there are comments or suggestions from the past that may have been repeated. Thus, it’s equally essential to take note of these to observe whether negative feedback has already been addressed.
Sometimes, some comments may have already been mentioned in the past. However, it’s still the best action to consider addressing these comments to let customers know that companies are doing their best to work on these improvements.
Discerning feedback currently improved allows companies to identify repeated suggestions or complaints. This supports previously collated and analyzed feedback, and it gives companies a better overview of whether their response to those past observations is working or not.
8. Be more attentive during conversations
Remember when we discussed that customer feedback does not only come through surveys? That’s right, other than surveys or social media. Feedback also comes in the form of actual conversations.
Asking customers about their experience through phone calls is indeed an entirely different experience from just distributing survey forms. This requires close attention to what customers are saying, especially those who bring up their concerns. Moreover, it involves patience to discern the main point clients are trying to bring up.
Hearing and understanding customers’ feedback through actual conversations need utmost focus. Conversing with customers to follow up on their experience with companies’ products and services may be an intimidating way to gather and interpret feedback. However, this also allows representatives to establish a more personal relationship with clients.
There are various strategies to collect and analyze customer feedback that companies can use and plan appropriately. It’s proper to consider these approaches as customer feedback is crucial for companies to grow and know more about themselves from their clients’ perspectives.
By overlooking strategies on collecting and analyzing customer feedback, companies may lose the opportunity of gaining new customers. Existing customers may feel that businesses are not as caring as the initial contact, so they might feel their opinions disregarded. Hence, why not try offshoring customer care? The services customer care provides include guiding businesses to execute gathering and interpreting customer feedback effectively.
Customer feedback is a critical aspect in every business. Accurate collecting and analysis of feedback help guide companies towards their growth and better relationship with their clients.
If you are looking for an offshoring support services that could assist in collecting and analyzing customer feedback, One CoreDev IT (CORE) has an excellent team for you. Our company has offered top-quality employer of record solutions such as technical support, e-commerce customer service, e-mail and chat support, lead generation, back office services, and many more.