Customer feedback is an integral part of the customer experience. This feedback can help improve customer service, understand customers’ needs and wants better, identify their pain points and create a more personal experience.

Customer feedback is an essential part of any business’s success. It is essential that you are aware of the opinions and feedback of your customers in order to grow your customer base.

You are missing out if you don’t pay attention to customer feedback. You can tailor your products and services to your customer’s needs and desires the more you know them.

What’s Customer Feedback?

Customer feedback refers to customers’ information, insights and opinions about your products or services. This includes positive and negative reactions as well as complaints. You can get customer feedback through many channels, including surveys, emails and live chats, user interviews, ratings of apps, comments on social media, and other methods.

Why is customer feedback important?

Customer feedback is an integral part of customer service. This provides insight into your customers’ opinions about your product and allows you to identify areas that need improvement and working well.

  • Customer feedback is a great way to identify potential problems or opportunities with products and services.
  • Companies can use customer feedback to better understand their customers and gain insight into their needs regarding products or services.
  • Companies can use customer feedback to stay competitive by identifying the strengths and weaknesses of their competitors, as well as how they could improve.

Two main categories of customer feedback are:

  • Passive feedback: Customer feedback without them asking (like feature requests or customer reviews).
  • Active Feedback – Customer feedback is taken directly from customers (like reviews and surveys)

12 Types of Customer Feedback

This article will discuss the various types of customer feedback and what you can do about them.

  • Customer feedback
  • Feature Requests
  • Bug Reports
  • Customer Reviews & In-app Ratings
  • Questions & Complaints
  • Praise & Appreciation Posts
  • Customer Surveys
  • Surveys on Net Promoter Score (NPS).
  • Customer Satisfaction Survey
  • Customer Effort Score Feedback
  • Sales Objections & Feedback
  • Customer Churn Feedback

Product Feedback

Feedback is an important part of product design and development. It allows companies to understand customers’ preferences and needs. It is important to understand how customers respond to your requests.

Customers can give feedback on their products to the company. The company can use this information to improve the product and fix bugs.

Customer feedback is important not only for the company but for all customers. They can use it as a learning opportunity and help decide whether they want to purchase the product.

Customers should be listened to and used to improve products by companies. Customers should be able to see what was done with their feedback. Common product feedback types include feature requests, bugs, in-app ratings, etc.

Feature Requests

Feature requests are the most popular type of feedback. Users often request features that will improve their user experience. These can be as simple or complex as adding a button to the app or redesigning the whole app.

Although it is impossible to grant all requests, the right ones will help you to plan your product roadmap. The entire team must analyze and prioritize all requests to update the roadmap. This will help identify which features should be prioritized and which ones should not.

How do you address a feature request?

It is important to respond quickly to customer requests for new features. It is important to understand what the customer wants with this feature.

It is best to get more information before you answer a customer’s request. After you have read the request of the customer and discussed it with your team, please contact them to close the feedback loop.

It has a section in your app where customers can request a feature that is a good idea. This will allow your team to organize and prioritize requests. Saasfe makes it easy to track feature requests and prioritize them. Learn how to prioritize features for your products.

Bug Reports

Bug reports are reports about software and products that have a problem. These bugs can be annoying for users and expensive for companies. Most bugs fall under one of three categories: design problems, coding errors, or implementation errors.

Bugs are inevitable. If left unaddressed, bugs can cause customer frustration and churn. Buggy products are not something that people like. Companies should look for ways to improve customer service and address bugs quickly to avoid churn.

How do you address bug reporting?

Bug reports are an integral part of the feedback loop. They allow teams to understand how their product works and identify what needs to change to improve it and attract new customers.

Always ask questions when you are trying to fix the bug.

  • What was the exact time, and how was it discovered?
  • What does it do to the software? Are you able to fix it?
  • What would it take to fix it?
  • What are the steps required to reproduce it?

Your information about the customers affected and the bug’s severity will help your team prioritize them. Customers will appreciate your concern for their experience and willingness to share the status of bug reports.

Your customers may have the option of submitting a bug or ticket to a bug tracking portal. Saasfe bug tracker will give you all the information your team needs to find a solution.

Customer Reviews

Companies can use customer reviews to gain valuable insight into what customers think of their products and services. You can also use it to fix any problems in an organization’s business processes.

Customers use websites such as G2, Capterra, and GetApp to share their experiences with the products and services that they have purchased. Reviews from customers on public websites have been a major factor in the buying decision of potential buyers.

A company’s customer reviews are important because:

  • Reviews from customers can give future customers a sense of what the product would feel like if they purchased it and help them make a decision to buy it.
  • This shows your customers what they like and care about, not what you offer.
  • This allows you to see what your customers think of the product or service and how they use it.
  • This will enable you to address them publicly, solve them, and respond to their feedback. It will increase your customer experience and make the customer feel valued; feedback is being heard.

How do you respond to a customer review?

Customer reviews are one of the best marketing tools. You can use it to increase customer satisfaction and sales. If it isn’t handled properly, it could also be detrimental to your business.

It is important to respond as quickly as possible to feedback, positive or negative. If you receive positive feedback, please thank the reviewer and request more information.

Negative input should be acknowledged and addressed. Offer a solution. Once you have resolved the issue that led to such a negative review, close the feedback loop.

It is important to let the customer know that you value their feedback and are available to assist them in any way that they need.

Appreciation or Praise Posts

Although positive reviews and praise from customers can be a great asset to a company’s marketing strategy, it is important to understand how to best use them.

Customers can feel more confident buying if they read reviews.

The word-of-mouth effect is an effective driver of customer acquisition. Positive reviews and praise are a great way to build trust and drive traffic back to your website. Do not let praise go to your head. Respond to the comments to receive more constructive feedback.

How do you respond to product praises or positive reviews?

Many people feel that responding to customer reviews wastes time, as they don’t believe it will lead to any new business or make any difference with customers. There are many benefits to responding and expressing your opinion on customer reviews.

  • Building trust with customers
  • Online reputation improvement
  • Increase your chances of obtaining more leads or sales

You can use the praise to increase word-of-mouth for your product. But don’t be too pushy.

  • Ask them to leave reviews on public review sites.
  • Ask them to refer anyone who might be interested in your product.
  • For social proof and to highlight your product, ask for a testimonial.
  • It’s a great way to establish your brand and reputation online.

Questions & Complaints

Customer complaints are feedback from customers. To maintain your customer trust and keep your reputation intact, it is important to respond promptly.

Negative customer reviews and complaints are important because they help customers decide where to spend their money and help businesses improve.

Customers may complain via emails, reviews, comments on social media, and other forms. Zendesk found that 50% of customers would change to another company after having a negative experience. Customer complaints are something we all fear the most. However, customer complaints can also be a great opportunity to build loyal customers.

How do you address customer complaints?

It is important to remember that customer complaint are almost always right. Although resolving a customer’s complaint can be difficult, you should remain calm and address their concerns.

Listening to the customer and understanding what they are saying is the first step in responding to a complaint. Some people find it difficult to voice their grievances verbally. It may be frustrating for them. Asking questions can help you both gain clarity.

It will be much easier for both you and the complainant to understand the situation.

A complaint tracking tool, or a feedback board such as Saasfe, will allow you to monitor complaints and other negative feedback and help you resolve them quickly.

Customer Surveys

Customer surveys can be used to gauge customer satisfaction and identify areas for improvement. You can conduct surveys via email, survey forms or any other channel.

  • A customer survey may be used to gauge customer satisfaction, market research, polls or collect demographic information.
  • Surveys can be used together with interviews or focus groups.
  • You can gain valuable insights from your customers by conducting customer surveys. This data will allow you to make better business decisions in the future.

NPS

Customers don’t like to fill out lengthy feedback surveys. Be concise and ask the essential questions. Get constructive feedback so you can find out what your customers think about your product. There are many types of surveys, including the NPS survey and the CSAT survey.

Survey

NPS, a customer feedback system, allows companies to measure their customer’s loyalty. NPS surveys are a powerful and simple tool that can help measure customer loyalty and satisfaction. These surveys can also be used to assess the quality and effectiveness of advertising campaigns, as well as the quality and quality of services.

What is the Net Promoter Score (NPS)?

NPS can be used to measure customer loyalty. It is the Net Promoter Score and can be calculated by answering one question in a survey.

“How likely are you to recommend our company/product/service to a friend or colleague? “

The answers are then divided into three categories:

Promoters: People are considered “promoters” when they respond with 9-10. These are loyal customers who believe in your product and want to spread the word.

Promoters are people who believe in the product and wish to spread awareness about it. They could be customers or influencers of the company. They can be your friend or a celebrity and can help you reach a larger audience.

Passives: Customers are considered “passives” when they reply with 7-8. Passives don’t care about your product and are not loyal or supportive. Although they won’t churn as fast, the product is acceptable for them.

Passives may be satisfied with the product, but they are unlikely to recommend it to others or spread the word to others. It is important to turn passives into promoters. Reach out to them and ask what they would like to see in this product.

Customers are called “detractors” when they reply with 0-6. These customers are unhappy with your business and will most likely leave negative feedback. These customers are the most pressing and most likely to churn.

NPS = % promoters – detractors

NPS, or customer loyalty, measures how likely customers are to recommend products and services to others. It is measured using one question. It is important as it allows you to measure customer satisfaction and their likelihood of recommending your company to others in the future.

Customer Satisfaction Survey (CSAT)

Customer satisfaction measures how satisfied a customer feels about the products or services they purchase. This is an important metric because it captures the customer’s perception of the service they received and their satisfaction with the services.

What is the Customer Satisfaction Score (Score)?

CSAT surveys typically consist of one question. The responses are captured using a scale of numbers, faces or emotions. It is designed to determine how satisfied or dissatisfied customers are with a particular interaction or experience.

CSAT can be measured using one or more versions of this question, which is usually found at the end of a customer feedback survey.

“How would your overall satisfaction rate with the product/service you use?”

Respondents give answers to the following questions

1. Not satisfied

2. Neutral

3. Satisfied

CSAT (%)= positive responses/Total no. responses) *100

The Customer Satisfaction Score measures the percentage of satisfied customers and the number of complaints.

CSAT and NPS both track customer sentiment. CSAT scores are calculated based on customer support interactions, while NPS measures how likely customers are to recommend the brand/product.

Are you looking for customer feedback tools? Saasfe.com is a great tool for customer feedback. Register now.

Customer Effort feedback (CES)

Customer Effort Score (or CES) is a measure that measures the customer’s ease in completing their task. It is calculated by adding points to each task and then summarising the points. The HBR article highlighted that the best way to increase customer loyalty was to make the customer journey the center of attention and bring it to the forefront.

This score can be used for customer service, marketing, product development, and other purposes. This score helps companies understand their customer’s reactions when interacting with them. It also shows what they find difficult or easy and where they feel pain while completing tasks.

What is a Customer Effort Score (CES)?

Customer Effort Score, or CES, is a survey of user feedback that measures how easy a task is for a user to complete. The CES ranges between “Very difficult” and “Very simple.” Customers will find it more difficult to complete their tasks if the CES is higher.

The Customer Efficiency Score aims to improve customer experience and make it easier for customers complete tasks. It is calculated by the number of steps required to help a customer complete a task.

Companies can use this metric to measure how well they meet customer needs. This metric can be used to measure the effectiveness of different departments within a company in providing value-added services.

  • High Customer Engagement Score: This indicates that customers find it easy to communicate with you and are likely to have positive feelings about your brand as they feel like your company is making their life easier.
  • Customers are having a difficult time interacting with your product or support team.

Companies can use this feedback to identify areas that aren’t intuitive and make adjustments accordingly. This feedback also allows them to identify areas that make it difficult for customers to finish tasks. This can lead to customer dissatisfaction.

Comments and Sales Objections

Sales objections are common in the sales process. These objections are the customer’s way of telling you that they don’t want to purchase your product or service. It is important to be able to deal with all types of objections.

  • Companies can use sales feedback to identify dealbreakers and sales objections. It also gives them insight into areas where they need to improve.
  • You can give feedback in the form of a survey or follow-up emails. Or, you can fill out an online form.
  • A customer who objects to your sales offer is one that tells you they don’t want to purchase your product or services.

Most objections revolve around price, product fit, and competitors. The following are major objections:

  1. Pricing concerns: It is too expensive. Instead, we’ll go with X.
  2. Product issues – You don’t have feature X; it is crucial for us.
  3. Absence of interest: We don’t need it now, but we will get back to you soon.
  4. Not a pressing matter: X does not present a pressing problem right now.

How do you address objections in sales?

Sales objections do not necessarily mean that you are doing something wrong. They can help you learn more about your customers and what their needs are. It’s important to be able to deal with them when they arise.

Sales objections are possible to be addressed in many ways. However, you should not allow them to stop your sales pitch or leave you without an answer. To overcome these dealbreakers, you should keep track of the objections.

  • The majority of customers have a valid objection. Listen carefully to their concerns and address them first.
  • To close the deal, offer a solution that meets their needs and yours. You can develop a new feature or create a plan that suits their pricing requirements.

Customer Churn Comments

Customer churn feedback can be described as feedback that a company receives from customers who cancel or churn their subscriptions. This feedback is essential for a company to understand why customers leave and how they can prevent them from canceling.

Customer Churn refers to the act of ending a customer relationship. It is vital for the company’s ability to learn what customers don’t like and how they can improve.

Customers churn for these basic reasons:

  • Product We have stopped using this product.
  • Competitor – We’re going with X instead.
  • Pricing – It’s a very expensive tool right now.
  • Features – We require a feature your product does not offer.
  • Closing down: We’re shutting down our company.

How can you address customer churn feedback?

Every business wants to keep its customers and avoid customer turnover. Gathering customer feedback about the products and services you offer is vital.

Saasfe will cancel a subscription whenever it is requested:

  • To understand why a subscriber cancels, we always ask them the reasons. Customers who are unhappy with their service can provide constructive feedback that helps eliminate guesswork.
  • We ask questions to find out the reason why someone calls our customer service team to cancel.

How do you handle customer churn feedback?

  • Ask the right questions to your customers. To understand customer feedback, you must set up a system to collect it.
  • Analyzing the data is the next step. This will allow you to identify the root cause of customer turnover.
  • This information will allow you to take steps to improve your product and service offerings so that the problem doesn’t happen again.
  • Next, you need to take action on your feedback and implement changes that will make your product/service more attractive to customers.

It is crucial to collect all types of feedback from customers

Businesses need to hear from customers in order to improve their products or services. It is an integral part of customer service. It can help you improve the quality of your product/service and identify any areas that are in need of improvement.

Do you treat NPS and feedback like a burden instead of a blessing? Don’t. No matter what the source, customer feedback is valuable.

Give your customers an easy way to report bugs and request features. Your team can also use this channel to give feedback to your customers.

Are you looking for a place where you can keep track of all types of customer feedback? Try Saasfe for free. Saasfe customer satisfaction software allows you to keep customer feedback in your hands. Saasfe customer feedback software allows you to improve your product and listen to your customers. Get started now.