Importance of customer feedbacks

What is the feedback?

The term 'feedback' is used to describe the helpful information or criticism about prior action or behaviour from an individual, communicated to another individual (or a group) who can use that information to adjust and improve current and future actions and behaviours. But giving feedback isn’t always easy. You may worry about hurting the person's feelings, or that they’ll take it the wrong way and become defensive. And with their confidence knocked, you could see a decline in motivation and performance - the opposite of what you intended. 

Types of feedback:

● Negative feedback – corrective comments about past behaviour. Focuses on behaviour

that wasn’t successful and shouldn’t be repeated.

● Positive feedback – affirming comments about past behaviour. Focuses on behaviour

that was successful and should be continued.

● Negative feedforward – corrective comments about future performance. Focuses on

behaviour that should be avoided in the future.

● Positive feedforward – affirming comments about future behaviour. Focused on

behaviour that will improve performance in the future.

Why feedback?

As Bill Gates said- “We all need people who will give us feedback. That’s how we improve.” So even if we think we are doing everything perfectly, it is important to know if the customer shares our view. Ultimately, their satisfaction is our goal. We can learn a great deal from our customers on how to serve them better. Through monitoring customer feedback and making appropriate changes to our customer service approach we can enjoy a greater rate of customer satisfaction.We humans do not do well when someone whose intentions are unclear tells us where we stand, how good we “really” are, and what we must do to fix ourselves. We excel only when people who know us and care about us tell us what they experience and what they feel, and in particular when they see something within us that works.

Feedback is essential for behaviour change.Customer feedbacks play a big role in a company’s success. Companies should not be afraid to ask for their customer’s opinion regarding their services, because their feedback has an Significant impact on the improvement of their services and in retaining the loyalty of their customers.

We can’t just expect people to change their actions or ways of working on their own. How can they, if they aren’t aware they need to in the first place?