5 Best Practices for Collecting Customer Feedback


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Customer feedback paves the way for you to ensure continuous improvement and establish lasting relationships with your customers.

It enables you to consistently refine the solutions you offer and stand out from other players in your respective industry.

To offer a seamless experience to your target audience, you need to identify their pain points and tailor your products or services accordingly. And it goes without saying that your customer base serves as the best source of relevant insights.

The feedback you receive from your customers helps you devise effective strategies for attracting a relevant audience and ensuring high retention.

The problem is that collecting customer feedback may not be as easy as it sounds. It’s reported that only 6% of customers review the products or services they use. So, gathering feedback from them may be a bit tricky.

However, embracing the best practices may make things easier for you and help you gather valuable insights from your customers.

The following are a few of the best practices you should consider when collecting customer feedback:

1. Cater to Customer Preferences

When reaching out to your customers to collect their feedback, make sure that you cater to their preferences and design convenient processes.

There are a variety of methods that you may want to consider when gathering customer feedback. You may prefer online polls, surveys, in-person feedback sessions, or other means to collect relevant information.

Just ensure that your process isn’t complicated and that your customers are able to convey their message with ease.

A complex or multi-stage feedback collection process may do more harm than good and cause annoyance. As a matter of fact, complicated processes when interacting with your customers may even affect your lead generation and conversion capabilities.

So, focus on designing simple and efficient processes that may help you collect the required information without compromising your relationship with customers.

2. Be Specific

When collecting feedback from your customers, you may choose to go with open-ended or closed-ended questions.

Each approach has its pros and cons. Open-ended questions allow you to access detailed feedback from your customers and come across unique solutions to your problems that didn’t even cross your mind. The issue is that analyzing such extensive information and extracting key insights may be daunting.

Closed-ended questions make it easier for your customers to provide you with their feedback and help you access answers to your questions. The problem is that the scope of the information may be limited to your imagination.

Whichever approach you choose to go with, just ensure that you ask the right questions so you can effectively devise solutions to your problems.

3. Leverage Different Channels

It’s best to leverage different channels of communication when reaching out to your customers for their feedback.

One of the most efficient ways to reach out to your customers is by leveraging social media platforms. Since social media has over 5.04 billion users worldwide, using relevant social media platforms to collect customer feedback serves as a viable strategy.

However, you can’t rule out other channels of communication when reaching out to your customers, such as email, phone, or text.

It all comes down to what your customers prefer and what works for you. So, it’s wise to test out different channels of communication and stick to the ones that give you the best results.

4. Devise an Action Plan

Once your customers have provided you with their feedback, you must have an action plan lined up to make use of the information collected. Thank your customers for their valuable insights, and keep them informed about the upcoming changes.

Doing this will make your customers feel valued and encouraged to participate the next time you reach out to them.

It showcases how committed you are to improving your solutions and offering a seamless experience to your customers. It fuels your brand’s authenticity and helps you establish a strong bond with your customers.

So, always respond to customer feedback swiftly and act upon it. This will not only help you resolve the issues you currently face but also fuel your reputation, enabling you to get more eyeballs down the road.

5. Be Consistent

Collecting feedback from your customers isn’t a one-time thing. It’s supposed to be an on-going process that helps you tailor your solutions as per the customers’ expectations and streamline your processes.

Customer feedback maximizes your efficiency. It enables you to minimize the friction experienced by your target audience as they transition from one stage of the customer journey to the next.

Hence, it’s best that you collect feedback from your customers on a periodic basis. It will help you identify the changes in the preferences of your target audience and their buying behavior.

With useful insights about your customers at your disposal, you can easily identify new opportunities and hack growth effortlessly.

By consistently refining the solutions you offer, you are not only able to generate more traction and engage the intended audience but also ensure higher retention.

Final Words

There you have it: five best practices for collecting customer feedback. If you’ve been wanting to improve the solutions you offer and acknowledge lasting relationships with your customers, the recommendations in this article may help.

By sticking to the best practices, you can easily gather relevant information from your customers and devise efficient acquisition or retention strategies. This helps you grow your business with ease and increase your revenue by multiple folds.

Thomas Griffin
Thomas Griffin is the co-founder and president of OptinMonster. He is an expert software architect with a deep knowledge of building products for the mass market and consistently works to delight his customers.


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