Customer feedback is one of the most important parts of running a successful business. It’s one of the best ways to gain valuable insight into your business, which you can use to improve. Recently, one of The EVO Group’s clients challenged us to get perfect customer survey scores. That inspired us to take a look at the importance of customer feedback.
Customer Feedback Provides Tangible Data
When improving your business, would you rather be acting based on a hunch, or on real world data? I guarantee that most business owners would agree that having an accurate picture of how best to improve your business is better. If a large percentage of your customers are unhappy with something, then maybe it’s time to make a change. Conversely if feedback tells you that customers love a certain thing, then that’s something you can emphasise. At The EVO Group we see customers as our number one source of inspiration.
Happy Customers are Loyal Customers
Customer feedback allows you to directly get a handle on the mood of your customer base, and quickly fix any problems that occur. Everyone likes to feel like they are being listened to, and even just hearing what a customer has to say can be the difference between losing that customer or keeping them. The truth is that statistics show that happy customers will even be satisfied with an imperfect product, because people place more importance on being valued. In fact 86% of customers who defect to another business do so because of bad customer service.
One of our top clients met with us recently, and announced that they would be starting to incentivise perfect customer survey scores within the business. High-scoring representatives will be invited to an exclusive event with the clients. Of course we at The EVO Group constantly and consistently strive to provide a great customer experience, but it is always nice to be recognised and rewarded for that.