Relevance of customer feedack

Customer feedback means opinions, evaluations, comments and suggestions that customers express about their experiences with a company, its products or services. It is direct feedback from customers about their perceptions, expectations and satisfaction. Customer feedback can be collected in a variety of ways, such as:

  • Verbal feedback: customers* express their opinions and experiences in person, over the phone, or in a customer meeting.
  • Written feedback: Customers can leave written reviews, comments or complaints via email, letter, online form or social media.
  • Surveys: Companies can use structured questionnaires or surveys to ask targeted questions to customers and collect feedback. This can be done both online and offline.
  • Review platforms: Customers can post ratings and review comments about companies, products or services on special platforms or websites.

Relevance of customer feedback for your company

  • The importance of customer feedback  lies in the fact that it allows companies to gain direct insights into the customer experience. It can provide valuable information to identify strengths, weaknesses, and areas for improvement.
  • Customer focus: Customer feedback enables companies to better understand their customers and identify their needs, expectations and desires. By listening to and  considering their feedback, companies can adapt their products, services and processes to customer requirements and develop a stronger customer focus.
  • Improving the customer experience: Customer feedback provides direct insights into the actual experience of customers. It enables companies to identify weaknesses, solve problems and continuously improve the customer experience. By implementing targeted improvement measures based on the feedback, companies can offer an outstanding customer experience.
  • Customer retention and loyalty: When customers feel that their opinions and needs are heard and taken into account, their satisfaction and loyalty towards the company increases. Customer feedback enables companies to respond to customers on an individual level, offer tailored solutions, and build long-term customer relationships.
  • Product and service development: Customer feedback is a valuable source of ideas and innovations. It can help companies develop new products or services, improve existing offerings, or introduce new features that are tailored to customer needs. Customer feedback is an important tool for the continuous development and success of a company.
  • Reputation management: Customer ratings and feedback have a direct impact on a company's reputation. Positive customer reviews can strengthen the trust of potential customers and contribute to a positive corporate reputation. Negative feedback gives companies the opportunity to respond to complaints or problems, limit the damage and restore trust.
  • Competitive advantage: companies that actively listen and respond to customer feedback can differentiate themselves from their competitors. Continuous CX improvement based on customer feedback can lead to a significant competitive advantage and motivate customers to choose your company over others.

Overall, customer feedback is highly relevant as it helps companies better understand their customers, improve the customer experience, build customer loyalty and strengthen the company's reputation. By responding to customer feedback and using it as a valuable source of information, companies can align their business strategies and processes to the needs of their customers and achieve long-term success.

How can eTrusted support you in collecting customer feedback?

Collect your customer feedback with eTrusted, manage it in a simple platform, analyze your customer testimonials in detail and derive important optimization measures. Also, present your feedback to more customers at relevant touchpoints to increase sales.

By integrating the eTrusted feedback software, you connect to your customers' voices and continuously improve your CX.