What is the importance of negative customer feedback?
- Criticism can be used to fuel business growth
- Provides insights for innovation
- Shows your commitment to excellent customer service
- Helps provide a competitive edge
- Converts detractors to promoters
- Reduces negative word of mouth
Every company would want to receive only positive customer feedback. But, receiving only positive responses from your website feedback tool can also create an illusion that everything you are doing is perfect. In today’s highly competitive market scene, constant improvements are crucial in ensuring your business remains relevant.
Negative customer feedback is just as important to the success of your business as positive customer feedback. Read on to learn more about the importance of negative customer feedback and how you can use it to improve your company’s processes better.
Criticism Can Be Used To Fuel Business Growth
No business will become successful if it does not listen to its customer’s needs. Treat negative customer feedback as constructive criticism. It provides insights and opportunities to grow your business.
Business owners overlook the fact that sometimes, all it takes to improve their process is by directly asking the customer. Oftentimes, customers will give negative feedback and state their pain points. This means when you roll out a customer satisfaction survey tool, you can ask your respondents for the reasons behind the answers they gave.
For example, you can include a question asking if the customer had any difficulty using your product. Make it an open-ended survey question and let him/her explain exactly where they had a problem. The response will tell you how to eliminate the product issue in the future.
Provides Insights For Innovation
Negative customer feedback can help you gain a competitive edge in business because it provides insights for innovations. It’s important to regularly monitor how your customers respond to your products. Interpret your data and try to add new product features and adapt to the latest market trends to stay relevant. Identify what works and what doesn’t. You can use negative feedback to find out what your customers will need tomorrow and deliver it now.
Shows Your Commitment To Excellent Customer Service
A dissatisfied customer can make it flustering for businesses to identify the right solution. But, keep in mind that understanding why the customer is dissatisfied and finding a solution shows your commitment to providing excellent customer service.
Nowadays, many consumers stop doing business with a company because of poor customer service. According to statistics, 66% of customers expect businesses to understand their expectations and needs. Nothing shows your customers that they are important than acting on their problems accordingly. This is a great way of making your customers know that you value their input. So, gather your survey data and see what you can do to eliminate customer pain points.
In the future, negative customer feedback can garner positive brand connotations because of how you handled customer complaints.
Helps Provide A Competitive Edge
According to statistics, 68% of customers switched to a different brand because of poor experiences. In a highly saturated market where competitors are only a few clicks away, it is crucial that you act swiftly in the face of negative customer feedback. Ignoring dissatisfaction in your website feedback tool will not make you stand out from the competition who are doing something about customer complaints.
Converts Detractors To Promoters
Using a Net Promoter Score (NPS) survey will give you insights into customer satisfaction. It will tell you who your dissatisfied (detractors) and satisfied customers (promoters) are. Detractors increase the risk of negative word of mouth, while promoters strongly advocate your brand.
When detractors provide negative feedback, they can be converted into promoters. Whenever you receive a complaint, resolve it right away. Your customers will appreciate your company trying to find a solution immediately. This is your chance to build up your reputation and turn your detractors into key contributors to success.
Reduces Negative Word Of Mouth
Negative word of mouth can easily ruin your brand reputation. Your customers can easily share their bad experiences with about 9 to 15 peers. On the other hand, a happy customer will only tell 3 people about their positive experience. What makes these behaviors more troubling for businesses is that 96% of customers don’t directly complain to the company they had bad experiences with.
In most cases, businesses won’t know if they are being affected by negative word of mouth. This means they also won’t be able to rectify the damages. This is why negative customer feedback should be seen as something valuable.
Remember that your customers can simply leave a bad review about your business in their social media account or in a forum. They indirectly shared their unsatisfying experience, expecting you to find a solution for it. Contact your customer, address the problem, and compensate for the negative experience.
In this article, we’ve discussed the importance of negative customer feedback. It can be daunting to find negative customer feedback on your website or page. But keep in mind that by responding accordingly, you can help your business become more customer-centric, enhance growth, and boost financial outcomes.