Benefits
Customer feedback loops have many benefits. By gathering feedback, you will be up to date with all the needs and complaints your customers have.
You’ll be able to uncover new opportunities to bring value to your users and build trust by quickly responding to their needs.
Additionally, a Feedback Loop is your reality check. Most ideas we build might seem perfect but are really assumptions that need to be validate by the end user. In the end, it is users and market who decide if the updates were worthwhile or not.
By incorporating a customer feedback loop into your application you will get honest feedback about the experience and your customers overall satisfaction. You will find what doesn’t work well and needs improvement. You also will learn what opportunities and additional value can be added by introducing new features recommended by your customers
This insight is exactly what you need to continuously refine your product to provide value to your target audience
How to create a customer feedback loop
The Feedback Loop can be divided into three, equally important stages:
- Gathering feedback
- Analyze and learning from the data
- Make adjustments to the product.
The “loop” indicates that once you solve the issues and incorporate it into product (#3) you immediately begin with step 1 and gather feedback about the adjustments that were just made to the product.
Gather feedback
In order to initiate a Customer Feedback Loop first you have to start collecting customers’ opinions and feedback.
You can accomplish this with
- Surveys
- Live chats
- User interviews
- 5 star ratings
The most effective tool is an in app survey. Users have a dedicated space within the application to offer feedback. This usually is prompted after the user has completed a task or major objective within the product
Targeting feedback in specific use cases, allows you to collect more detailed feedback about specific segments of the user’s experience.
Analyze the Data
Feedback received should be logged and prioritized so all issues and suggestions can be addressed. Find the recurring issues and list them by frequency, how much value it provides users and importance to your company’s growth.
Next, select the highest priority issues you identified and brainstorm solutions on how to fix them and enhance usability.
Make adjustments to the product
When you have your solutions, it’s time to apply them to your product. Start with the most critical issues and solutions that provide the most value to the end user. Small changes and enhancements can be dealt with simultaneously.
Remember to socialize the upcoming updates and bug fixes to users. It’s crucial to let customers know their customer feedback was considered during the product enhancement process. This builds trusts and communicates to the client that their feedback is being heard. In turn, users will be more likely to give their feedback in the future.
Conclusion
Growing your business and its user base is largely dependent on your customers’ happiness with the experience. To ensure they are happy you need to listen and respond to their needs and requests from customer feedback loops.
It is an easy way to manage clients’ complaints, see what’s working and what needs improvement. Users will also give you suggestions for additional features that are not currently in the product.
Customer Feedback Loops allows you to provide better products and experiences by staying user centric in regards to the value you implement.
Knowing exactly what your customers value and building relationships with customers, gives you an advantage over the competition. Customer experience is the key brand differentiator for consumers these days.
Implementing Customer Feedback Loops will put you on track to provide the high level customer experience that users now demand from their digital products.
