12 Greatest Reasons Why You Need To Collect Feedback From Customers


The following are 12  greatest reasons why you need to collect feedback from customers:

  • Helps you to understand the market
  • Feedback can help you to fight competition
  • It can help you to track prices
  • Helps you to reduce customer complaints
  • Reduce customer complaints
  • Provide better quality products
  • Know what your customers need
  • Land business opportunities
  • Evaluate the ease of doing business with you
  • Helps to identify your strengths
  • identify areas of dissatisfaction to customers

Feedback may be defined as information about reactions to a product, a person’s performance of a task, etc.which is used as a basis for  improvement.

In other words, feedback is a process  in which the effect or output of an action is ‘returned’ [fed-back] to modify the next action.

Helps you to understand the market

Feedback from customers can help you to understand the market.

For example, it can help to understand the trends in your industry.

Furthermore, feedback from customers will let you know things that you can do to stand out from the crowd.

Furthermore, do not forget that you can only excel in your business if you know your market in great details.

Most importantly, it will also help you to make better decisions that can move your business from where is now to where you want it to be.

This is because you will be making decisions based on info from the field where the action is.

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Feedback can help to fight competition

Feedback from your customers will enable you to fight competition.

This is because business is war and the common enemy is competition.

Consequently, equipping yourself with trending info in your industry can help you to fight competition and stand out from the crowd.

Most importantly, remember that to beat your competitors, you must know more than them.

It can help you to track prices

You need to collect feedback from customers to enable you track prices in the market.

For instance, customers are always in the move, looking for better deals.

Sometimes, they are in a better position to know about changes in prices.

Therefore, if you are up to date with trending prices you will be able to :

  • adapt to the changes
  • and fix your prices at competitive levels.

Feedback helps you to reduce customer complaints

Feedback from customers can help you to minimize customer service issues.

For example, you can use customer feedback to improve on the quality of your customer service.

If response from the field suggests that you train and retrain customer services personnel on the front desk, why not?

Consequently, exceptional customer service can help you to:

  • keep your existing customers
  • attract new customers
  • boost your sales
  • make more profits
  • grow your business

Furthermore, you should receive all feedback with open mind. More often than not, negative feedback will be more than positive feedback.

In any case, you should bear in mind that it is only customers who still like to do business with you that will find time to give you feedback.

Often times, unsatisfied customers will simply walk away without a word.

As Bill Gate was once quoted as saying “your most angry customers are your greatest sources of learning”.

It follows, therefore, that every feedback, whether negative or positive, should be given the attention it deserves.

Provide better quality products

Feedback from your customers will help you to provide quality products.

For example, if you receive negative feedback from your customers about the poor performance of your products, you will certainly strive to improve the quality of your products.

When your customers eventually notice that the quality of your products have to b improved, they will come back to you. They will stay with you  in good and rough times.

Beyond that, customers can also give you referrals and recommendations.

Better still, if you can get your customers to give your product a 5-star.

Furthermore, you should realize that your products are the reason why you are in business.

Feedback will enable you to know what customers need

Feedback will enable you to know exactly what your customers need.

Knowing exactly what your customers are asking for will enable you to stock only those items that in demand instead of investing your money on stock you cannot sell.

Furthermore, it will enable you to avoid tying down your money in “dead” stocks; stocks nobody wants to put his money.

Most  importantly, your sales and profits will improve. And the rate of your stock turnover will also improve. So will your sales and profits.

Land business opportunities

If you put in place an effective system of collecting response, some of your loyal customers might even tell you some products you can add to your offerings.

This is why you must, at all times, respond promptly to any concerns raised by your customers.

Most importantly, you should respect criticisms, suggestions and opinions expressed by your customers because customers have ways of seeing what you many not be able to see.

Feedback Helps to assess ease of doing business 

Every customer wants to make his purchases in the shortest possible time.

Most customers want to do business in a clean and delightful environment.

They like beautiful sights because it increases their satisfaction.

Furthermore, no customer wants to encounter a rude, inefficient customer service personnel.

Therefore, to guard against the above lapses, you need to put in place an effective feedback collection system.

Helps to identify your strengths

Feedback from your customers can help you to identify your strengths.

Moreover, when you know your strengths, you can use them as your unique selling point [USP].

Consequently, you can use your unique selling point to optimize your sales and grow your business.

Identify areas of dissatisfaction

From the response you receive from your customers, you will be able to know the areas where your customers experience dissatisfaction.

When you know this, it is your responsibility  to:

  • go back to the drawing board
  • address areas of concerns to your customers
  • relaunch the improved version

Related: 101 Customer Service Skills You Need For Your Business


Samuel Ijenhi


About Samuel Ijenhi

A graduate in Accounting, University of Benin, Benin City, Edo State, Nigeria.
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