Although more and more businesses have recognized the importance of consistently collecting and analyzing customer feedback, most still struggle to implement an efficient feedback follow up system, and even fewer have a clear strategy for dealing with negative feedback. Here is why and how you should respond to customer feedback, both negative and positive, along with 10 feedback follow up response templates you can use as a starting point when crafting your own responses.
While following up on the feedback provided by customers through surveys and questionnaires is important, (as it shows them that you do value their opinions and are open to their suggestions) responding to public reviews is even more critical. According to the data collected by Invesp, 90% of customers read online reviews before visiting a business website and 88% of customers trust these opinions as much as personal recommendations.
BrightLocal’s Local Consumer Review Survey also revealed that among consumers that read reviews, 97% read businesses’ responses to reviews. The way you respond can make a difference in a customer’s perception of your business, influence your brand reputation, and affect the buying decisions of potential customers.
Whatever kind of customer feedback you are dealing with – positive, negative, or neutral – having ready-made feedback follow up response templates at hand can make the process of responding to them much easier. Below are 10 feedback response template examples that you can use or get inspired by to write your own:
Good customer feedback is when people take time to give their thoughts on a product they use. It’s important to know what customers think of your product and how to improve it.
There are two types of customer feedback: solicited and unsolicited. Solicited feedback is information you ask for from customers. You can request feedback through surveys, exit interviews, and questionnaires. Unsolicited feedback is information customers provide to you without your asking for it. You can also get unsolicited customer feedback by observing customer reactions to your product or service.
If customers are satisfied with your support team and the service you provide, they are more likely to recommend your company to their friends. And, when customers are satisfied, they are more likely to be loyal and continue to support your business.
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