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If you run your own business, I know you put forth a valiant effort to satisfy your customers, satisfy their needs, fulfill their requirements, and in the long run to keep them faithful to your brand. But how can you be sure that your efforts bring desired results? If you do not try to find out what your clients think about your service, you will never be able to give them the best customer experience. Their opinions about the experience they have with your brand are helpful information that you can use to modify your business to meet their requirements more accurately.
What is Customer Feedback?
Customer feedback is data given by customers about whether they are fulfilled or disappointed with product or service and about the broad experience they had with a company. Their opinion is an asset for improving client experience and modifying your activities to their requirements.
Why you should listen to customers’ feedback?
They say Customer is king. Your customers have high expectations of the companies they decide to disparage. Furthermore, for reasons unknown, just one occurrence of missed desires can make clients change suppliers for what they see to be a superior chance. Listening may be a passive process, but it also leads to active improvements for your business.
1. Identify the things you should know
The data that they provide will answer the following questions:
- How satisfied were the customers with how their order was packaged and shipped? (for products)
- How were the work quality and professionalism of the provider? (for services)
- Did the customer get good customer service and prompt resolution? (if applicable)
- Would they buy from you again?
- What could have been improved about their experience?
2.Increase Customer Retention
At the point when your reps tune in to customers, service interactions tend to be smoother. Reps and customers are on the same wavelength and investigating goes like a breeze. This absence of grating is significant because it prompts an expansion in client maintenance.
3. Improve Customer Loyalty
As much as you want to have new customers, you also want your previous one to stay and continually trust your product. In order for you to keep them, you have to show them how important they were from the beginning up to the end. Listening to their feedback is the best way to keep them as you want to fulfill their short- and long-term expectations.
4. Improve Product Quality
Customers will tell you what the things are you need to do and where to improve your product quality. It will help you improve and maximize the productivity of your quality management system. Total Quality Management exist for a reason and it is important. – here’s why!
5. Having a competitive advantage
Every year, there are new merchants beginning to sell in Amazon. That’s an additional competition even for the most well-established merchants. Every positive feedback you receive would be a competitive advantage that would help your business stand-out from the rest.
What ratings mean?
- Positive feedback: 5 or 4 stars
- Neutral feedback: 3 stars (commonly referred to as “neutral” feedback, can have a negative impact on your seller reputation)
- Negative feedback: 2 or 1 star
How Amazon calculates your feedback score?
Amazon calculates your feedback score by dividing positive feedback by total feedback earned during a certain period. For example, if you earn 100 feedbacks and 90 are positive, your feedback equals 90%. Amazon aggregate your feedback into 30 days, 90 days, 365 days, and lifetime time-range buckets. In time, your aggregated star rating and positive feedback percentage will change accordingly as your feedback rolls through each time-range bucket. Amazon will publish them on your seller storefront page. Your seller storefront is publicly visible by anybody – including buyers.
This is A Blog Written by EHP Consulting Group
Find Out More: www.ehpconsultinggroup.com
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