The Importance of Customer Feedback and How to Gather It

The Importance of Customer Feedback and How to Gather It

It is a well-known fact that Customer Feedback helps in growing the business. But, what isn’t well-understood is the importance of it and how to gather it.

Customers are more likely to remain loyal when companies change their products and services based on their needs. This can be accomplished by gathering their feedback and then acting on it.

Getting Started

Customer feedback is an integral part of the product roadmap, and it’s the best way to make sure that what you build is exactly what your customers need. With a well-defined process for collecting, categorizing, and prioritizing feedback, your team can work together to turn every insight into action that drives improvements.

Whether your business uses live chat, email, phone calls, or an embeddable on-site feedback menu like Usersnap, the key is to meet your customers where they are and collect feedback at the right time. That’s how you can avoid the headache of misplaced or overlooked feedback. And that’s how you can create a tight feedback loop of continuous improvements. Ultimately, that is what leads to happy customers and increased loyalty.


There are many ways to collect customer feedback, including through live chats, interviews, emails, social media, and surveys. When choosing the method you want to use, consider your purpose and what you hope to accomplish. Having a clear goal will ensure that your efforts are worthwhile and provide useful insights.

One of the most popular methods for gathering customer feedback is through surveys. These can be digital surveys shared via email after a support call or at an experiential event, or print surveys distributed in stores. Choosing the right questions is also important to get accurate results, whether you’re looking for CSAT, NPS, or CES. The key to using surveys effectively is to follow up on the feedback and make changes. This will increase loyalty and reduce churn.

Phone Calls

It’s important to collect feedback in multiple ways so that you have a full picture of the customer experience. Whether it’s direct suggestions from customers or trends that emerge from data at scale, customer feedback can inform all parts of the company including engineering, UX, marketing, and customer support.

Incorporating customer feedback into a feedback management process can help you prioritize your next moves to improve the overall customer experience. Managing your customer feedback can also help you identify the success areas and pain points across different touchpoints. This can help you create a more cohesive strategy that aligns all teams. When your business is proactively collecting and acting on feedback, it can increase customer satisfaction and loyalty. It can also reduce churn and make your business more competitive.


There are many ways to gather customer feedback, and the benefits of doing so can be tremendous. The challenge is figuring out how to use this information once it’s collected and organized.

The secret is to think in omnichannel terms – feedback doesn’t exist in a vacuum, and it can be difficult to see the bigger picture when looking at individual channels in isolation. Whether you’re collecting feedback via social media, surveys, third-party review sites, support phone calls or email, it needs to be brought together in an intelligent, automated process that’s ready for action. This will enable you to improve your products and services, increase customer satisfaction, and ultimately grow your business. And what could be better than that?

Social Media

While it may seem daunting to look at a huge file full of feedback, the key is to organize it into categories that you can easily use. For example, separating feedback about product design from feedback about customer service or website design can help you prioritize which aspects of your business need to be improved and what changes should be made in order to do so.

Customer feedback also benefits your employees by giving them a voice in the workplace and showing that you value their opinions. It can also provide a basis for training or even career development.

Don’t forget about social media, either – it can be a great source of feedback. In fact, people spend an average of 147 minutes each day on social media networks, which can be a valuable opportunity for your business to collect feedback from your audience.

Customer Support