Customer feedback

What is customer feedback?  

Customer feedback is the information, insights and opinions provided by customers on their experiences with a product, service or brand. Leveraging customer feedback helps you improve your offerings and understand your customers better.  Examples of customer feedback include: - 

1. Survey responses 
2. Customer reviews 
3. Social media comments 
4. Customer service feedback 

Different types of customer feedback 

Now that you understand what customer feedback is, let’s understand the six different types of customer feedback: - 

1. Direct feedback 
   Feedback collected directly from customers is called direct feedback. You get this via customer surveys, feedback forms, emails or in-person interactions.  
2. Indirect feedback  Feedback collected by observing customer behavior is called indirect feedback. It is analyzed by monitoring customer behavior, such as purchase patterns, website interactions or social media engagement.  
3. Solicited feedback 
   Feedback actively sought by businesses through surveys, feedback forms and interviews is called solicited feedback. Survey prompts on websites and apps are an example of solicited feedback and it helps understand user behavior. 
   
4. Unsolicited feedback 
   Feedback voluntarily given by customers without any prompts from the brand involved is called unsolicited feedback, and this includes online reviews, social media comments and customer service emails. 
5. Qualitative feedback 
   Feedback that provides detailed insights into a customer's opinion, feeling or experience is called qualitative feedback. It could be answers from open-ended survey questions or data from social listening.  
6. Quantitative feedback:  
   Feedback that provides numerical data about customer satisfaction, preferences or behavior like ratings from rating scales, multiple-choice questions or numerical scoring systems in surveys and feedback forms.