Customer Feedback

Customer feedback is a method of obtaining a customer's opinion about a business, product or service. Customer comments and complaints given to a company are an important resource for improving and addressing the needs and wants of the customer/user.

 Customer feedback is important because it provides business owners with an insight they can use to improve their business, products, services or their business in general. 

'Make a customer, not a sale' ~ Katherine Barchetti

Over at Process Street, we created this Customer Feedback Checklist, to help you improve your overall business experience for customers/users. This checklist can be used for every customer to categorize why they chose your business.

First up, you're going to need to record the customer's details this checklist is being carried out on. Record their information using the form fields below.

The first method of data extraction is by using your company's Customer Relationship Management(CRM) software. If there is any key information from the source, note it down in the form field below.

After you have checked the CRM for any information that your customer could've left, you now have to check to see if there is any information from social media posts by left by your customer. If there is any key information from the source, note it down in the form field below.

Check your support software for any evidence of how your customer found you. Make sure you check support tickets or previous sales calls to find any of the information. If there is any key information from the source, note it down in the form field below.

If you have a forum you should check if any information has been left on any forum posts by your customer. If there is any key information from the source, note it down in the form field below.

The last source to check is to see if any reviews have been left on your product/service on either your website, a review website or the app store. If there is any key information from the source, note it down in the form field below.

When extracting data you must ensure that it is accurate. Otherwise, you will have false insights which could be misleading to people who run the reports. 

Many organizations don't make the effort upfront and end up with misleading data, which can lead to wrong decisions. Using the sub-checklist check off if you have double-checked that the data is accurate and not misleading.

Once all of the data has been recorded and consolidated, you have to make the information easier to read for other members of your team who may be using the data. You can do this by exporting the information into a database or spreadsheet. Using the data that you have gathered, you will have an insight into what your customers wants and needs are.

Using the form fields below, organize the data you found from your sources.

Once you have all your data collected and organized and if you're looking to have all of your data centralized you can export it to your CRM. This can be done manually or by integrating Process Street and Zapier. If you're unsure what Zapier is or how it works, here is some information on what is is about.

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Cvent - 5 Simple Steps To Analyzing Customer Feedback

Clicktools - Text Insight Extracting Greater Value Customer Feedback 

TechRepublic - 10 Ways To Gain Valuable Insights From Customer Feedback 

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