Why Customer Feedback Is Important and How an App Helps Your Business to Get It?

Whatever business you run, customers are the primary resources of income. In some cases, the customer plays a role in a different form, like the audience, patients, or consumers. In any form, they should be satisfied with your service or product. That’s why customer satisfaction is an important factor that should be considered. 

If you are an entrepreneur who started a business recently and didn’t know about the importance of customer feedback, then you must read this article. It deals with efficient ways to collect and process the customer’s opinion on your product or services effectively. 

Among such ways, collecting feedback from the customers directly is the most preferred one. It can be easily done with a business application. That means a mobile app development service can help you to improvise the process of feedback collection and analyzing it. 

Explore Types of Customer Feedback

All we know is the definition of customer feedback. Simply, it is a sequence of words or reactions or an opinion about your product or service that describes their satisfaction level directly. But in some cases, your customers disclose the problem they are faced with your product or service. In such cases, they are sharing their personal experience without their satisfaction level. Whatever, you’ll be clear with multiple psychologies of customer feedback by exploring its types and classification. Based on its collecting methodology, it can be classified as, 

1. Volunteer Feedback from Customers:

In most cases, customers will share their opinion or personal experience or a problem they faced with you as their feedback even though you didn’t ask. It can be considered as a customer’s concern about your business and dissatisfaction with your business. 

2. Requested Feedback: 

In this case, you reach your customers and request their feedback. Mostly, customers rate average to good reviews for your products/ services through this method. But in some cases, a few negative comments may be noted through this. 

Whatever, feedback from real customers is a most important tool, by using that you can craft your service or product better. Based on the tone or theme of the feedback it can be classified as per following. 

• Customer experience. 
• Bug reports
• Reviews on public sites
• Customer Responses/ Surveys,
• Ratings, 
• Objections/ Support, etc.

These are common types of customer feedback. Along with this, there are multiple types of feedback that can be collected from customers. But why should you provide importance for it? Let’s check.

Role of Customer Feedback in Your Business Decision

Did you ever note that most famous brands are always ready to hear customers’ voices? Yes. Listening to the customer is a quality for a brand. That empowered the customers to impact or change a decision on a product or service. There are numerous examples to cite this point. 

Recently, the famous fast food brand McDonald’s recently rolled out paper straws instead of plastic straws in the UK. Behind this decision, there is a review and opinion statement of a consumer who published his/her opinion on “SumofUs”.

Another recent example is Tesla. When a customer placed a suggestion on Twitter, the firm responded immediately and accepted the suggestion also. These are the important factors that make these brands famous around the globe. 

So, your business can be a reputed one when you hear and respond to your customer review and feedback. But you should know the medium on which customers express their emotions or personal opinion on your business. For example, they may post a review about your customer service positively or negatively on social media, review platforms, or your official handles. 

These are the most powerful mediums that can impact your business positively or negatively. So, it is advisable to know your customer’s concerns with your business at the initial stages. For example, if they share a problem in your product or service with you only, it can be solved easily without any reputation damage. Get some ideas to get such feedback from customers directly in the next part. 

How does Mobile App Development Help you To Get Customer Feedback?

To connect with customers directly, a mobile application can score more than a website or web application. It’s because it can engage customers more effectively than the web solution. If your business has a mobile application, you can empower your customers to book your services or order products online, pay for the service/ products in multiple ways, and connect with you directly. 

For instance, consider a taxi business that has a taxi booking application. In this case, the customers of a taxi business can provide their feedback about the driver/cab/ services anytime they want directly. It can reduce the customer’s disappointment drastically in case of any error and help them to get proper support to get out of their issues. 

It is feasible and has been practiced by Uber. An in-app survey helps the firm to do that. Through that customers can rate the driver and their experience, and at the same time drivers can rate their customers. It helps the firm in multiple ways like, 

• To validate the credibility of service providers (drivers),

• Empower their customers to choose the top-rated service providers,

• To safeguard their service providers from harassment and vulnerable assaults,

• Simply, it improves the brand reputation and value simultaneously. 

Besides this, the customer feedback column is an essential feature for any business applications like eCommerce apps, on-demand services, marketplaces, etc. Through that, you can ensure customer satisfaction level is high. It reduces the negative opinion of your brand on social media and review sites. So, it is clear that by collecting customer feedback through mobile applications your business can be benefitted. Now let’s check in which ways or through which features you can collect feedback from customers with a mobile application. 

Custom App Development: Unlocking Multiple Ways to Collecting Customer Feedback

Developing a mobile application with a custom feature can help you to collect various types of feedback from your customers. To support this operation, the following features can help you. 

• In-app surveys- You can conduct in-app surveys to get the customer’s opinions and satisfaction levels. By including this feature in your application, you can track the real-time experience level of your customers. It’ll help you to optimize your workflow. These kinds of surveys are often conducted by social media giants like Facebook, YouTube, Twitter, etc. 

• Product or Service Review – It is one of the common ways to get customers’ feedback. Once the customer consumes the service or gets your product, the customers are eligible to comment or review the particular product or service. Through this, you can know the quality and eligibility of each product or service you provide. Normally, all kinds of marketplaces like Uber, Lyft, Grab, etc follow this kind of review. 

• Onboarding Surveys – In common, these kinds of surveys are conducted for newly hired employees to know their knowledge level to personalize the learning process. But, for your business, you can conduct some onboarding surveys to your customers who are visiting or landing on your page/application for the first time. It examines, through which medium such new customers reach your business platform. So, it helps you to validate and scale your marketing campaigns. 

• In-app Communication – Through this feature, your customers can communicate with you to register their complaints or ask their doubts and other kinds of queries. Through this, you can know and solve the temporary problems that have been faced by your customers easily. It can also be known as customer support. 

So, these features of a mobile application can help you to collect feedback from your customers. That’s why custom mobile app development is essential for your business. 

Conclusion

So, developing a custom application for your business with a personalized feedback system can help you to optimize, organize, and leverage your business. But if such an efficient application is needed, it must be developed by an eminent app development company.

In this case, Uplogic Technologies can help you to develop a custom application for your business. As we have top-rated mobile app developers and designers, you can expect an Avant-garde custom app that is tailored to your business.