Is it more important to have a lot of money to be a good entrepreneur or to be a great observer? My opinion is that being a good observer is more important. Thanks to your ability to observe, you can see the unseen opportunities that are in front of everyone’s eyes.
You are lucky and have great observation skills. You got a good business opportunity by hitting the target from exactly 12. You have built a small but highly effective team and you have 100% control over all work. I have bad news for you; it won’t always be like this.
Your team will grow day by day in parallel with your business and will reach dimensions that you can no longer control. When you have hundreds of employees, you can no longer monitor everyone.
Now I’m going to recommend you an excellent team. They are really good at their job and you don’t have to pay any fees. Yes, they are volunteers.
Here is a dedicated team that makes observations for you and shares all the positive and negative details with you: your customers!
Our main topic today is not just customers. The area we will focus on is the types of customer feedback we collect in several ways. Please fasten your seatbelts because AnnounceKit airlines are taking off! ✈
What exactly is customer feedback and why should you use it?
Let’s face it: no matter what business you’re in, your customers are the ultimate arbiters of success. If they don’t like what you offer, they won’t keep coming back for more unless you can find some new way to entice them.
Customer feedback is one of the most important tools you have as a business owner to help grow your company and make sure you’re providing the best experience for your customers.
However, there are so many different types of feedback you can get as a business that it can be hard to know where to begin and what kind is right for your company.
There are lots of ways to ask your customers for their opinion on your products or services. But not every type of feedback will be useful in helping you improve.
Some types might even do more harm than good if they aren’t handled correctly. The key point is knowing which kind of customer feedback will help you grow your company while at the same time not putting your brand at risk.
Let’s take a look at feedback types and find out ways how to improve our products according to customer feedback! 🤞
The first touch: onboarding feedback!
Onboarding processes are the stage where your customers try to get used to your product. You should act your customer like a guide and offer him a roadmap so that this process can go through with the least damage.
When it comes to customer feedback, initial engagement feedback is one of the most important things to keep customers coming back for more. This type of feedback helps you understand how customers feel from their first interaction with your product or service.
Do they find it confusing? Is it easy to use? What do they like and dislike about it? Engagement feedback can be collected in a variety of ways, including surveys, interviews, and focus groups.
You can ask for customer feedback despite they are fresh customers without hesitation during the onboarding process!
Let me see those who want to learn some great tactics about the SaaS customer onboarding process! I will suggest to you our article that we wrote last year, but which is as fresh as the first day. Enjoy it! 🤸♂️
It’s a known thing for everyone: in-app ratings!
If you are a conscious user, ratings are like a close friend to you. If you’re looking for feedback to help improve your app and keep customers coming back for more, ratings are a great place to start.
You can gain valuable insight into what people like and dislike about your app and use that information to make changes that satisfy your users.
Be sure to pay attention to the comments people leave with their ratings, as these can provide even more helpful customer feedback.
You can also create pop-ups and reminders for users who do not add ratings periodically. But make sure you don’t send notifications to users too often while doing this.
Because this is something that pisses me off and I’m sure some users think like me! 🌚
Feedback collected after the customer churn 🧐
If you have a SaaS business, probably one of the most dramatic things is when your users cancel their plans and leave.
Users can have many reasons to cancel their plans. They may say that they can no longer afford your product as a budget, or they may want to cancel your product by saying they don’t use it much.
It is also a possibility that they prefer one of the competing products instead of yours, and this often happens to companies. Think about your own daily shopping; you don’t always use the same brands, and sometimes it’s good to make changes.
When users leave, ask them why they are leaving. It may be a feature that your competitors have and you do not have, trouble in one of the teams may have alienated your users from your brand, or your fees may be much higher than the market.
Every process in a SaaS business is an opportunity to gather customer feedback. Don’t miss these opportunities.
Another way to reach out feedback: NPS Responses ✍
NPS (Net Promoter Score) is one of the simplest ways to find out what your customers think about your product.
You ask your users to rate them on a scale of 1 to 10. Each score range has a meaning. Some mean very good things to you, while some mean you have serious problems that you need to fix.
Let’s look at these ranges:
- Promoters (9-10 points) 👍
Promoters are your loyal customers. They will continue to work with you in the long run, but more importantly, they make it easier for you to reach more people by recommending you and your business model to the people around them. If you have a large number of promoters, you are in luck! 😎
- Passives (score 7-8) 😐
Passives are users who don’t have a clear idea of your brand. They may find your product valuable but may choose another product when there is a better one or when they get a better offer.
- Detractors (score 0-6) 👎
In addition to not being loyal customers of your product, detractors can also discredit your product to those around them. You should take special care of these users and try to change their minds. Bad whispers, like good whispers, spread fast. If you have too many users in this score range, you need to start changing something. ❗
Calculating your NPS score is not too difficult, but I prefer not to explain it as this is not my expertise. Those who want to learn more about this subject can review this website.
Failed sales attempts…may be insightful🙄
If you have a good sales team, you can achieve great results and your company will have more and more users. Of course, your cancellation rates also need to be low.
It is unrealistic to expect every sale attempt to be successful. Various factors can cause a negative result in sales.
- The prices of your product may be high for the new companies you will work for.
- They may not need your product up to date.
- They may be performing the function provided by your product by establishing an internal team.
- They may be waiting for you to discount your prices.
For these reasons, you do not have to change your strategies. For example, when you plan your annual budget, your current pricing policy may need to continue in terms of profitability.
However, you should request and list these customer feedbacks regularly. You will surely receive useful customer feedback.
Old but gold: customer surveys!
When you first hear it, it may sound like an old method. But this is the digital and modern version of the surveys you know! They can be used to measure customer satisfaction, identify areas for improvement, and gain insight into customer needs and wants. Surveys are mostly done online. Because we live in the internet age, my friend and we need to get customer feedback online too!
When conducting a customer survey, it’s important to make sure the questions are clear and concise. Questions should be about your business and your products/services. Avoid asking too many questions as this can overwhelm respondents and lead to incorrect conclusions.
It is also important to offer an incentive to participate in the survey. This could be a discount on a future purchase, a free product/service, or entry into a prize draw. Incentives will increase the response rate and provide you with more accurate data. 🍻
So what should we do with all the customer feedback we have gathered?
All of the customer feedback we review serves one purpose: to improve products and keep their users happy. First, you need to make sure you’re collecting the right kind of feedback. Second, you need to know how to properly analyze and use this feedback.
After collecting your customer feedback, you should start analyzing it. Look for common themes and patterns in the data. Try to identify what your customers like and dislike about your product. This will give you a good starting point for making improvements.
Finally, don’t forget to communicate with your customers throughout the process. If they feel their voices are being heard, they will be much more likely to stick with you. Keep them updated on your progress and let them know how their feedback has helped you make your product better. 👂
Our service has been ended for today 👨🍳
I’ve talked a lot and I think I need to write the last part of my post! I hope the types of customer feedback I mentioned in this post will help you gather useful insights for your brand and product.
Making continuous improvements to your product and fixing bugs is what will put you one step ahead of all your competitors. While doing this, why not work with the group that spends the most time with your product, your customers? You will see that they know your product better than you. If you don’t believe me, it’s free to try! 🤓