Customer Feedback Loop: What It Is And Why It’s Important

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Don’t know what a Customer Feedback Loop is? If yes, then this article is for you. Below, we have explained everything you need to know about the customer feedback loop and made you aware of one of the best and most used feedback management tools, FeedSocio. Read the article carefully.

Feedback is extremely important if you want to build a better product. And if you are not asking your customers for feedback, you are losing both an excellent opportunity to get more customers and improve your products. You are also breaking a customer feedback loop which is key to creating better products and gaining loyal customers. 

Why Is Customer Feedback Important?

Customer Feedback Loop

Customer feedback is important if you want to build a successful product, plus it guides and improves your decision-making. Customer feedback is also a great way to measure customer satisfaction among your customers. Knowing how consumers view your product, service, and company is important. If companies find out what their customers find important, these companies can reach their targets more precisely and more flexibly. 

Customer feedback also tells you what specific thing about your product or service they like or dislike. And along with this, customer feedback ensures that your customers know how much they matter to you. If you ask your customers for feedback, they will feel valued, and this simple act will help you ensure their loyalty to your brand.

Through customer feedback sessions, you can also retain customers on your website. Being regular in feedback helps you get instant solutions rather than waiting for the problem to get big. This feedback can also be a great way to attract new customers. As in this time of social media, no one trusts expert advice and commercials as much as they trust customer reviews. So positive feedback can be a great way to improve your customer base. 

Customer Feedback Loop

A customer feedback loop can be referred to as collecting customer feedback and responding to it to enhance your product, service, and brand. In other words, a customer feedback loop can be defined as a continuous process of product improvement based on what its users think of it. This loop is an example of mutual causal interaction, in which both entities have an impact on one another.

Customer Feedback doesn’t mean complaints and negative feedback about a product. Customers may also leave a unique experience with your product, such as times when it assisted them in resolving problems or how efficiently it works.

The customer feedback loop can be divided into four parts:

  • Collecting Feedback
  • Analyzing and Giving Priority to Feedback
  • Decide And Take Action
  • Follow up with your customers

Collecting Feedback

Although there are numerous pathways and tools for gathering user feedback, we find it useful to categorize the various types of feedback as either assertive or responsive. The most effective user feedback programs will combine efforts from both approaches.

Actively accumulating product feedback entails actively seeking additional feedback from users and clients about their experiences with your product instead of waiting for them to contact you. While there are numerous methods for gathering proactive feedback, the most common and easily accessible are user interviews, usability testing, focus groups, and surveys.

You can gather feedback using the ways mentioned below. 

1. Surveys

The most common method of closing the feedback loop is customer feedback surveys. It usually entails sending a series of questions via email.

The most important thing to remember when sending email surveys is not to get carried away and ask too many questions. Collecting feedback will become easier every time you learn how to create a survey.

The more questions you include in your customer survey, the less time your respondents spend on average answering each one.

In other words, the more questions you ask your users, the more probable they are to “speed” through it, lowering the performance and consistency of your data. 

You can use SurveyMonkey and Typeform to create intriguing and fun surveys. 

How To Run A Survey? 

  • You can start by introducing why you want to run a survey; it is the simplest way. 
  • The survey should be short and easy. Don’t ask customers they don’t want to answer while giving feedback. 
  • Keep the options logical and balanced. Your answer should contain the most probable answer and the least probable answer. 

Short surveys are something people get attracted to. For doing this, a good rule of thumb to follow is only to ask questions that are relevant to your end goal. Make certain that each question has a specific purpose. Do not ask that question if you are not planning to use the information. The goal is to gather feedback from customers rather than to have them write an essay.

2. Customer Interviews

One of the greatest methods to boost your interaction with customers is one-on-one talks. 

Although surveys and tests will provide you with a wealth of information, they will never reveal how a person truly feels about your product. As a result, speaking with your customers should be an important part of your customer feedback strategy. It is a tailored and proactive approach that yields the best results.

Hearing a person’s voice and tone is the most accurate way of determining how they feel about your product. A phone call will assist you in communicating the features that excite users and make their lives easier.

The important thing to remember here is that the person who calls the user should sincerely want to understand their issues and offer solutions. Do not do it just because you have to. Do it because you genuinely care. This is not a sales pitch.

How To Run An Interview?

  • Remember to build up the conversation before getting to the main question. 
  • Ask open-ended questions, ensure that you are listening to customers, and guide the interview accordingly. 
  • You can dig deeper by adding can you explain more about that, or can you help me understand better. 

The key point to note here is that the person calling the customer should genuinely want to know their problems and offer answers. Do not do it simply because you must. You should do it because you genuinely care. This isn’t a commercial.

3. Feedback Board

Feedback boards gather feedback gathering to the next level by allowing users to cooperate on ideas not only with the firm but also with other customers.

Users can create feedback posts on these boards, which other users can upvote or comment on. Top posts that have received a lot of upvotes or comments can help you figure out what most of your users want.

The most significant part about recommendation boards is that ideas proposed by some customers quickly became prevalent among others who hadn’t considered the benefits those ideas could provide.

One such feedback board in Feedsocio, we offer you a free plan to get started with our feedback board. 

How to run a feedback board?

  • The best way of getting started is to add initial feedback that you know when you first build the customer loop page so that it is not empty. 
  • Distribute the page to your customers. There are several ways to accomplish this.
  • Add a “Give Feedback” link to the bottom of your page.
  • Send your customers an email informing them of your feedback page.
  • Customers who contact you via Twitter, Facebook, or other channels should be directed to your feedback page.
  • Distribute the page to your internal teams. Request that all customer-facing teams, such as customer success and sales, add feedback to the feedback page.
  • Engage with your customers on the page and ask clarifying questions to ensure you understand their feedback.

Analyzing And Giving Priority To Feedback

It is necessary to collect feedback, and after receiving the feedback, you must remember to survey tools. Dashboards are typically available in survey tools, chat tools, phone analytics, and other feedback collection tools from which you can extract this data.

Patterns will most likely emerge during the analysis process. Perhaps you’ll notice that among the dissatisfied reviews, customers keep bringing up the same issues or pain points.

You can keep that in mind. 

  • Who is giving the feedback?
  • How many of your customers gave the same feedback? 
  • And Is the feedback essential for your company?

Is your desktop app crashing when you use a specific operating system? Perhaps the in-app chat tool isn’t useful for answering customer questions. Perhaps your product’s dashboards are challenging to comprehend. Whatever your concern, you’ll begin to notice similarities in both negative and positive feedback.

Even teams that do not have direct customer contact (such as sales or customer service) should prioritize feedback. Customers will be prioritized rather than treated as an afterthought in product innovation, content production, and process implementation, to name a few.

Taking Action

One of the most important steps in creating a customer loop is taking action on the gathered data. To close the loop, you must modify your products and services in response to changes in the market.

Briefly introduce customer feedback to your team members from various fields, such as the research and development team, customer service team, marketing and sales team, and so on.

Make it a habit to refer to customer feedback daily, weekly, and monthly, if possible. The more frequently you choose to respond to customer complaints, the more loops you close.

How to Close The Customer Feedback Loop?

Customer Feedback Loop

Closing customer feedback refers to interacting with your customers about their feedback. It is an important part of the customer feedback loop. If you leave this part, there is no point in doing the above three. 

Follow with your customers 

Now it’s time to come out with your weapons to the battlefield. If your customers provide you with their valuable feedback, you should ensure that you follow up with them.

For example, if you’ve implemented a customer suggestion to improve your product — fixing a bug, repairing a broken submission form, or adding new integrations — send them a personalized email to let them know how their feedback has impacted your team.

You will not only demonstrate the value of the customer’s feedback, but you will also make the customer feel heard. It’s one thing to recognize that your team read and “understood” feedback; it’s quite another when your team acts on consumer feedback to impact bigger business objectives.

When you are getting negative feedback, try to make sure to ask/request them to change their review if the user experience is improved. You can use a customer feedback tool like Feedsocio. This tool helps you send emails to prospective buyers who ask for a specific product or service that you have just launched. 

Correspondingly, you can ask your client who has given you positive feedback if you can use their comments on a testimonials page on your website. Customer testimonials are an excellent way to demonstrate social proof on your landing page.

To Sum Up 

An excellent way to keep your team focused on delivering a perfect customer experience is to create feedback loops for customers. 

These feedback loops provide your team with first-hand information about your customers’ experiences and pain points. Use a feedback loop to improve your customers’ experience with your brand and gain a competitive advantage if you want to learn more about how they think and feel.

Feedback from customer loops also provides data-driven insights into customer sentiment, which informs your teams on how to tackle generating outputs for every type of customer related to every department across the organization.

Other things that Feedsocio can do, everything that helps you manage the feedback

Feedsocio is a great tool for startups and SaaS to gather feedback for their products. You get the visibility to perform better by improving significantly. Your customers get a platform to share and give their feedback. This way, you can get rid of messy spreadsheets, emails, and Slack. We help you build better products and improve existing ones. 

You can start using Feedsocio for free. Click here Book a Free Demo.