A modern treasure-hunt: Reading between the lines of customer feedback
It’s a data-jungle out there and paying close attention to what your customers have to say about you is more important than ever. This is why customer feedback is a very handy guide to understanding your audience and paying attention to it can do wonders for your business!
There are two main categories of customer feedback. The one you reach out for and the one you are kindly offered without asking. You may think that the feedback you specifically ask for would be the most valuable kind, but, in reality, there are some hidden gems buried in forms of communication you might not be paying as much attention to.
Let’s start digging!
Feature requests are goldmines for improving your business! What many people don’t realize is that these requests are actually valuable insights that can possibly help you build your future roadmap. Feature requests are a great way to connect with your customers and understand what they need and want from your product. Providing an outlet for customers to share their ideas, makes them feel heard by the product team! This can greatly affect your relationship with the customers, as it creates a feeling of inclusion and reinforces the notion that their contribution is important. Of course, not all requests will make sense for your business. Most users ask for a feature request to solve a specific problem they’re facing, but that user solution might not actually be the best. So, your task is to discover the underlying problem and come up with an optimal solution to ensure both product development and user satisfaction. Keeping track of all the underlying problems can help you prioritize ideas for your future roadmap and boost user morale.
Bugs reports are the best way to get feedback on problems that need fixing. While a feature request has more of a laid back ‘it would be cool if you could add this…’ kind of style, bug reports are more of a ‘this isn’t working, fix it ASAP’ type. But they are also insights into the ways customers are using your product. Bug report handling is a crucial part of your business, because it has to do with credibility! It shows your customers that you strive for the best possible user experience. By paying close attention to bug reports, you can improve product quality and deliver the best product experience possible.
How can praise be a way of collecting customer feedback, you may ask! When a customer provides positive feedback it’s a cause for celebration, but before you take out the party hats, consider the following. A customer, who took the time and went out of his way to sing your product’s praises, is a very good asset for your business. Seize the opportunity and see if this customer is willing to share some extra feedback! When you come across a nice comment, ask if there’s anything you could still improve on. You could also ask him if he would be willing to write a testimonial for your website or refer his friends. However, keep in mind that you shouldn’t be pushy about it, because you definitely don’t want to ruin the good impression they have of you.
That’s an unexpected one! Questions are not intended as feedback, but they definitely can be. A question is a request for clarification. And if someone has a question, it means that you need to make something clearer. If everything was crystal clear, your customers wouldn’t have a question to begin with. So, if you see a pattern in your questions, it would be helpful to answer it in your product.
Always keep in mind that customer feedback is vital for any successful business. It tells you what loyal customers love about your product and what issues they’re dealing with. So, don’t forget that there are some very valuable and actionable types of customer feedback, hiding in plain sight. Of course, this is easier said than done, but this is where Feedgrip comes to your rescue! Feedgrip identifies the patterns and links related feedback into meaningful groups, so you can focus on extracting every bit of valuable information. Make sure you don’t miss out on those gems!