Customer feedback is data provided by consumers about their experience with a business or their reviews on a product or service offered by the business. Successful companies understand the pivotal role that customer feedback plays in their enterprise. It helps them gauge customer satisfaction, which in turn guides them on how to improve on their services and customer experience.
Your merchandise and pricing can be remarkable, but if you don’t treasure your client’s opinions, you can miss out on business referrals and repeat business. Some businesses have better customer feedback models than others.
Below are 5 customer feedback examples from big companies that we can learn from;
- Apple Customer Feedback
Apple is one of the most popular and successful companies in the world. One of the reasons for its continued achievements is its customer feedback model that’s designed to measure customer satisfaction.
Apple uses a Net Promoter score that tests customers' loyalty and how likely they are to recommend the company on a scale of 1-10. They then analyze the results daily and come up with ways to improve and resolve any challenges presented. In addition, Apple retail stores ask for in-store reviews from their clients as they purchase their products.
- Uber Customer Reviews
To remain a reliable enterprise, Uber has come up with a different tactic to customer feedback: the two-way rating system. This system allows both the rider and the driver to rate their trip experience. With this information, Uber can identify problematic drivers and riders and therefore come up with ways to protect other users from them.
This is an excellent example of how an effective customer feedback culture can transform the business landscape. It not only puts the power in the hands of the riders but also protects the employees thus keeping both demographics satisfied.
- How Amazon Deals with Negative Feedback
Amazon's feedback model is based on a 5-star rating system where the buyers can rate their shopping experience on a scale of 1-5. The feedback percentage is then calculated and posted on the seller’s page. Shoppers can then use the score to determine whether they should purchase items from the trader.
Sellers with negative feedback have low chances of getting customers and can have their selling privileges revoked. Sometimes, the negativae feedback is unwarranted and so Amazon provides various ways to get rid of the bad reviews. The seller can request Amazon to remove the negative comments if it violates Amazon guidelines or contact the buyers to take down the comments.
- Starbucks Customer Feedback
The Starbucks Company established a crowdsourcing platform in 2008 called My Starbucks Idea. The platform allows consumers to share their ideas on products and service improvement. It also allows the users to interact with each other, vote, or comment on the ideas posted. As a result, the company has launched numerous successful products and campaigns. They have also built a strong and loyal community, which adds more value to the company.
- Trader Joe’s
Trader Joe’s customer feedback not only comes from emails or call centers but also from personal interaction with the shoppers. The workers have conversations with the buyers to learn which products they want and what changes to make in the store. They then customize the inventory to meet the needs of their clients. This keeps clients coming back for more thus driving up the sales.
Providing an opportunity for customer feedback is one of the surest ways to create a valuable dialogue that encourages continuous growth for your business. There are numerous resourceful ways to create an exceptional customer experience. We hope these five examples have provided insight and strategies that you can implement in your business.
Christine James believes that every customer has a voice. She is the Community Manager at HissingKitty.com (a customer complaints website) and loves talking to customers on social media about their challenges with Fortune 500 companies. Her work has been published on Huffington Post, Inc., SocialMediaToday, and Thought Catalog. Follow her on Twitter @hissingkittycom.