75% of French people regularly consult companies' customer reviews to obtain information about their services, according to the IFOP polling institute.
What is customer feedback ?
Customer feedback is the opinion, testimony or impressions that consumers share after purchasing a product or service. This feedback can take the form of surveys, consumer meetings or discussions on social networks. Whether this feedback is positive or negative, it is essential to the success of your business.
What if the customer feedback is positive?
When customer feedback is positive, consumers express their satisfaction, often praising the quality of the service, the durability of a product or the speed with which returns are processed when exchanges are made. Whatever the reason, this type of feedback confirms the quality of the products and serves to motivate the teams by showing that their efforts have been recognised. What's more, these enthusiastic testimonials act as a source of reassurance for prospects, who will be more inclined to buy when they see a large number of positive reviews online.
What if the customer feedback is negative ?
Negative customer feedback comes from a consumer who is dissatisfied with your product, for a variety of reasons: a member of staff may have been rude during a call, the parcel may have been delayed, or a product may have a manufacturing defect. Each piece of negative feedback is crucial and must be approached with patience and respect. It represents a strategic opportunity to identify areas for improvement in your design, sales or after-sales service processes.
Effective management of this feedback shows current and potential customers that you are listening to their concerns, reflecting your seriousness and your desire to improve. What's more, by responding constructively to disappointed customers, you have the opportunity to turn their dissatisfaction into satisfaction.
How does AI improve the strategy to collect customer feedback ?
AI improves customer feedback strategy by automating and optimising the feedback acquisition process. Using predictive analytics and Machine Learning, AI systems can identify the most opportune times and channels for soliciting feedback, helping to maximise response rates.
AI can also process and analyse vast volumes of data from a variety of sources, such as social networks, online surveys and customer reviews, in real time. This makes it possible to quickly detect trends, recurring problems and opportunities for improvement.