So you want to improve your business and you are looking for a good Customer Feedback App. By now you would have read several articles on Customer Feedback and what are the advantages of Customer Feedback that make it so important to gather, and how Customer Feedback Apps in the market can help you attain your goals. You may even have thought of buying a Customer Feedback App and going through several websites of software companies. But you still have some questions unanswered.
Is it really beneficial for your business to go for a Customer Feedback App? Will it really help to grow your business? How can it help to improve the business to a considerable extent? Well, improving your business is not a one-time process but an ongoing journey, and just buying a Customer Feedback Software or app will not serve the purpose. It is your actions on the feedback and your products and services that should reflect continuous improvement. 52% of the people across the world believe that the companies should take action on the feedback given by the customers.
So the key lies in how you utilize the app effectively to improve and grow your business. In this article, we will cover what a Customer Feedback App is, and how you can utilize it to foster continuous improvement in your business.
What is a Customer Feedback App
Customer Feedback is the vital information of the customers’ feelings and opinions about their experience with your products, services, and organization, and the web application that is used to collect this information is known as a Customer Feedback App.
Gone are the days when customers were approached physically for feedback with a paper questionnaire. Thanks to these Customer Feedback Software and apps, this task has been made much easier. A Customer Feedback App helps you to create beautiful feedback surveys and present them before your customers via various channels like SMS, email, android tablets, kiosks, iPhone, iPad, and online through your website.
An effective Customer Feedback App not only helps you to create and send surveys but also alerts you with the responses received and helps you work on the feedback thus Closing the Feedback Loop effectively.
Let’s explore some key areas where you should focus on in order to utilize your Customer Feedback App to the maximum extent in improving your business.
How to Improve Your Business with Customer Feedback App?
- Work on Customer Feedback
- Assign tasks to your teams
- Track your business growth with feedback reports
- Measure Customer Loyalty and strive to improve it
- Respond to Customers’ queries and opinions
- Take and Welcome Suggestions from Customers
- Make improvements as per Customers’ opinions
- Learn from Customer Experiences
Let’s learn how you can take these actions with a good Customer Feedback App and make continuous improvements in your products, services, and business.
1. Work on Customer Feedback
You put all your efforts to collect Customer Feedback. But these efforts are fruitful only if you take action on it. 63% of the customers are disappointed by the businesses as they do not actually respond to customers’ reviews. This means you not just need to gather feedback but also Close the Feedback Loop.
Closing the Customer Feedback loop is the process of responding to the customers on their feedback regarding their experiences with your products, services, and brand. In this process, you take the feedback, acknowledge them, respond to their queries, resolve their issues and concerns, make improvements and inform them what you have done to improve their experience.
By following this process, you can improve the Customer Experience to such an extent that even negative feedback of the customers can be changed to a positive one with your actions.
2. Assign tasks to your teams
A good Customer Feedback App helps you to get real-time alerts and notifications regarding feedback received from your customers. 53% of the customers expect the companies to respond to their feedback within a week. So as soon as you get these notifications, you should look into the feedback and if there is any customer complaint or any task is to be done with respect to that feedback, you can loop in the team responsible and assign the tasks to the respective teams or employees.
In this way, your teams and employees would get to know about the customers being happy or unhappy with their work and they will put in more effort to make improvements and satisfy the customers. While they work for the customers towards the goal of Customer Satisfaction, it will also improve their own performance.
3. Track your business growth with reports
An effective Customer Feedback software or app helps you to get simple and Advanced Survey Reports and analysis in real-time. With these reports, you can analyze the situation of your business in the market and track your business growth. The comparison reports will help you compare your performance and Customer Satisfaction with your previous reports with which you can track how much your business has improved.
Moreover, the reports like NPS (Net Promoter Score®) reports helping you to compare your score with that of competitors and the average NPS® in your industry so you can know the position of your business in the market.
4. Measure Customer Loyalty and strive to improve it
Did you know that 83% of the customers trust recommendations from their friends, family, and colleagues about a product or a brand? This makes it important to measure and improve Customer Loyalty.
With the help of the Customer Feedback App, you can measure Customer Loyalty, happiness, and effort with the help of CX metrics like NPS®, CSAT, and CES. You can find the NPS® of your company on a periodic basis like monthly, quarterly, or annually to measure Customer Loyalty. Similarly, you can measure Customer Satisfaction Score with help of CSAT surveys and Customer Effort Score with the help of CES Surveys.
5. Respond to Customers’ queries and opinions
90% of the customers believe that instant response to customer feedback is important and for 60%, instant means within 10 minutes. With the use of a Customer Feedback App, you can set automatic replies to be sent to your customers with the receiving of feedback.
Of course, you cannot send the same reply to a satisfied customer and a dissatisfied customer. Therefore, a good app helps you send customized and personalized replies with logic.
6. Take and Welcome Suggestions from Customers
If you want to take benefit of the Customer Feedback and the app, you must take your customers’ suggestions seriously. Whenever your customers give suggestions as feedback, you should welcome them open-heartedly.
Moreover, you can also send them surveys asking for suggestions. For instance, you are running a restaurant business and you want to add a new dish to your menu but you are confused among four alternatives. In such cases, you can easily create simple surveys with the app, and send them to your customers to take their suggestions and follow what the majority of them suggest. Taking and following the customers’ suggestions make them feel valued and establishes a loyal connection with your brand.
7. Make improvements as per Customers’ opinions
You must consider customers’ opinions and make improvements in your business accordingly. When you take customers’ opinions, follow their suggestions and inform them that their opinion has been taken into consideration and a business decision or improvement is done based on them, they get a great feeling! They feel like partial owners of the brand which helps in building a special bond with your organization that ultimately increases their loyalty to the brand.
8. Learn from Customer Experiences
As we suggested at the beginning of the article also, business improvement is not just a one-time process, rather, it is an ongoing journey where you learn from the experiences. Companies with the mindset of customer experience are able to drive revenue 4-8% higher than others.
You should use Customer Feedback to know their experiences and learn from the Customer Experiences what works well for your business and what doesn’t. In this way, you will be able to make the required improvements in your business and take it towards the heights of success.