Customer feedback refers to the information and opinions provided by customers regarding their experiences with a product, service, or brand. This feedback can be both positive and negative and is essential for understanding customer satisfaction and areas for improvement.
Characteristics
– Direct input from customers: Feedback comes straight from the individuals who use the product or service.
– Variety of formats: Can be collected through surveys, reviews, social media comments, or direct conversations.
– Timeliness: Feedback is most valuable when gathered soon after the customer experience.
– Actionable insights: Provides specific information that can lead to improvements or changes in offerings.
Examples
– Surveys: A company sends out a post-purchase survey asking customers to rate their satisfaction and provide comments.
– Online reviews: Customers leave reviews on platforms like Yelp or Google, sharing their experiences with a restaurant or service.
– Social media interactions: Customers tweet or comment on a brand’s social media page, expressing their thoughts about a recent purchase or service experience.
– Focus groups: A business organizes a focus group to gather detailed feedback on a new product before its launch.