Customer Feedback - Meaning, Importance, Methods of taking feedback & Examples (231)

Customer Feedback refers to the written or verbal information or input that the customers express about a brand, product, or service they have received.

Customer Feedback in simple terms is the experience of a customer and their subsequent level of satisfaction while dealing with a specific brand.

Importance of Customer Feedback

- Steers the brand toward growth
- Informs about the areas that need improvement
- Improves overall aspects of a company
- Provides the customers with a feeling of importance and of being valued
- Positive feedback creates personal guidance
- Gain new customers
- Builds and boosts brand loyalty
- Increases customer satisfaction

5 Golden Rules for Customer Feedback

1. Make the process of feedback easy and simple for the customer
2. Pursue concurrent feedback
3. Explore all the chances of getting a feedback
4. Show diligence during positive and negative feedback
5. Taking advantage of existing technology

Example – Tesla customers speaking directly to Elon Musk on Twitter

Customer Feedback Methods

1. Customer Feedback Form
2. Customer Feedback Surveys
3. Email
4. Customer Interviews
5. Social Media platforms – Facebook, Instagram
6. On-Site Activities
7. Instant Feedback from the website
8. Long-Form Based Surveys
9. Short In-App Surveys
10. Net Promoter Score Survey

How to Collect Customer Feedback on Instagram?

The tools on Instagram stories must be used

- Question stickers
- Poll stickers
- Quiz stickers
- Slider stickers
- DM Me stickers

Questions must be asked in your Captions

Questions posed in a good caption ignite discussions and motivates the community to offer valuable feedback

User-generated content must be motivated

User-generated content can create a visually attractive feed and this can encourage feedback with branded hashtags

Captivating Video Content must be generated

Captivating video content will make the brand more relatable

Influencers must be partnered with

Influencers and collaborators can increase the reach of the brand to innumerable numbers

Polls must be created

Creating polls is a sure way of generating customer feedback

Brand Mentions must be kept an eye on

Customers often tag the brands that they are speaking about on social media

Customer Feedback Examples

1. T-Mobile
2. Dwayne ‘The Rock’ Johnson Tequila ‘Teremana’

This video is on Customer Feedback and it has the following sub-topics.

Time Stamps

0:00 Introduction to Customer Feedback
00:21 What is Customer Feedback?
00:44 Importance of Customer Feedback
01:27 5 Golden Rules for Customer Feedback
01:58 Customer Feedback Methods
02:30 How to collect Customer Feedback on Instagram?
02:34 The tools on Instagram stories must be used
03:03 Questions must be asked in your Captions
03:25 User-generated content must be motivated
03:53 Captivating Video Content must be generated
04:06 Influencers must be partnered with
04:36 Polls must be created
04:46 Brand Mentions must be kept an eye on
05:12 Customer Feedback Examples
05:16 Example - T-Mobile
05:48 Example 2 - Dwayne ‘The Rock’ Johnson Tequila ‘Teremana’