{"id":253,"date":"2021-06-23T13:46:00","date_gmt":"2021-06-23T10:46:00","guid":{"rendered":"https:\/\/www.useresponse.com\/blog\/?p=253"},"modified":"2022-07-13T12:57:08","modified_gmt":"2022-07-13T09:57:08","slug":"how-to-gather-quality-feedback","status":"publish","type":"post","link":"https:\/\/useresponse.com\/blog\/how-to-gather-quality-feedback\/","title":{"rendered":"10+ Customer Feedback Channels & Feedback Tools You Can Use"},"content":{"rendered":"\n

Any business that wants to succeed in today\u2019s competitive marketplace needs to collect and act upon customer feedback. The feedback you receive will give you valuable insights and help you make informed customer-based decisions.
<\/p>\n\n\n\n

\"channels<\/figure><\/div>\n\n\n\n

Feedback influences your product in all aspects: how it\u2019s made, used, and sold. It also results in customer satisfaction, because the more you know your customers, the higher your chances of creating a great experience for them.<\/p>\n\n\n\n

In this article, we have gathered the most widely used ways of collecting customer feedback from current and prospective customers who come in contact with your business.
<\/p>\n\n\n\n

Customer Feedback Can Be Different and Come from Different Channels<\/strong><\/h2>\n\n\n\n

Each channel provides a particular view of how<\/em>, where<\/em>, and why <\/em>your customers are using your product or services. They each give unique insights into their likes, dislikes, and any issues they may be running into. The chart below displays the main reasons why customers are living feedback (according to a whitepaper by TFM&A Insights<\/a>):<\/p>\n\n\n\n

\"Chart<\/figure>\n\n\n\n

Your goal is to combine these different views to form a complete picture of the current state of your product and to understand where it should be going further.
<\/p>\n\n\n\n

Below is the list of the most useful channels of receiving customer feedback and how to get the most of each of them.<\/p>\n\n\n\n

  1. Social Media Listening<\/a><\/li>
  2. Surveys & Polls<\/a><\/li>
  3. Customer Feedback Communities<\/a><\/li>
  4. Website Feedback Widgets<\/a><\/li>
  5. Feedback from Support<\/a><\/li>
  6. Feedback via Chatbots<\/a><\/li>
  7. Emails & Customer Contact Forms<\/a><\/li>
  8. Internal Team Feedback<\/a><\/li>
  9. User Sessions<\/a><\/li>
  10. Customer Interviews<\/a><\/li>
  11. In-App Feedback<\/a><\/li>
  12. Customer Advisory Boards
    <\/a><\/li><\/ol>\n\n\n\n

    1. Social Media Listening<\/h2>\n\n\n\n

    The great thing about social media is that users are authentic and genuinely express themselves through comments, mentions, and hashtags. <\/p>\n\n\n\n

    \"47%<\/a><\/figure>\n\n\n\n

    One of the ways you can gain valuable customer feedback is by monitoring mentions<\/strong> of your brand on social media.  When you see your company\u2019s name being talked about, you can reach out to the people who mentioned it and ask about their experience. This allows you to develop a proactive approach that clients love because they feel that they\u2019re genuinely being taken care of.<\/p>\n\n\n\n

    \"social<\/figure><\/div>\n\n\n\n

    Tip: <\/strong>Another great strategy to collect customer feedback is to monitor your competitors<\/strong> when they are mentioned. You can learn about the things their customers are unhappy with and see if you can provide a better solution. Not only will this help you to stand out from competitors, but also nurture their unsatisfied customers into leads.<\/p>\n\n\n\n

    Social Media Listening<\/strong> Feedback Tools:<\/strong><\/p>

    You can automate the process of media listening by using a specialized tool like Mediatoolkit<\/a>, Hootsuite<\/a>, or TalkWalker<\/a><\/p><\/blockquote>\n\n\n\n

    2. Customer Feedback Surveys and Polls<\/strong>
    <\/h2>\n\n\n\n

    Not all customers will be open to leaving public and detailed feedback via comments or mentions on social media. Some people prefer to keep their opinions anonymous<\/strong> or private<\/strong>. That\u2019s why you should have surveys.  
    <\/p>\n\n\n\n

    You can conduct short surveys<\/em><\/strong> to ask one question or conduct a brief poll, with the purpose of getting responses from your active customers right from your website or app and in your responses (along with the request for direct feedback) or measure NPS, CES or CSAT<\/a>.<\/p>\n\n\n\n

    \"quick<\/figure><\/div>\n\n\n\n

    You can also create a longer survey<\/em><\/strong> to be sent out via email, social media, or web. Lots of survey tool providers offer templates to base your survey depending on your use case and purposes.<\/p>\n\n\n\n

    \"Customer<\/figure><\/div>\n\n\n\n


    Tip:<\/strong> In order to make up a survey that the customers will actually complete, you should follow this guideline:<\/p>\n\n\n\n