How to get customer feedback

Customer feedback has a strong influence on business performance, increasing conversion, and creating a positive brand reputation. It is important to receive as much positive feedback as possible and respond to negative ones in time. Another positive aspect for SEO: reviews are content, that makes the product description page unique.

Research conducted in 2018 by ReviewTrackers revealed the following patterns:

• 94% of Internet users say that negative reviews convinced them to refuse services or products of any company;
• 63% of potential customers say that they are most likely to get feedback on it from Google before contacting the company;
• 53% of consumers believe that the company is obliged to respond to their negative reviews during the week, but 63% still do not receive comments from the brand;
• 80% of consumers claim to trust companies with a rating of at least four out of five stars;
• customers often leave feedback in case of negative experience (34%) than positive (28%);
• the average rating of organizations varies from 3.87 stars in education to 4.53 in insurance.

The main thing that needs to be done is to motivate the customer in any way to leave a review. Most effectively to use multiple channels of receiving reviews at the same time. You can use the following options:

• add a feedback form to the website with the inscription that it is very important for the company to receive customer comments on the quality of its work. You can also broadcast reviews about the brand, received in social networks. New customers will be interested in getting acquainted with the comments on the work of the company. It is desirable that the reviews can add photos and videos;
  
  
• publish in social networks "Reviews of our customers" with a unique hashtag, for example, #reviews_about_company_name:

In order for clients to understand that companies really appreciate their opinion, it is necessary to promptly publish responses to reviews, regardless of their emotional coloring. It is necessary to answer as quickly as possible, the deadline is seven days.

A good answer would be a detailed individual response to the client instead of the template one.

An example of a response to positive feedback, which can be used as a template:

An example of a response to a negative review:

Examples of responses to reviews show that more attention is paid to the negative one. Ten users indicated a negative review useful, and only two appreciated the positive comment.

Most content management systems contain built-in solutions for adding feedback, but it's better to use more usability-optimal options, such as special modules, plugins or online services.

An easy-to-use WordPress reviews plugin allows you to add reviews to the sidebar of the resource as a widget. Plugin functionality:

• You can add reviews to the desired page using an automatically generated code;
  
  
• you can add photos to reviews;
  
  
• the plugin allows you to display a random review or show a slideshow of reviews;
  
  
• the plugin uses JSON-LD markup, so reviews are correctly displayed in search results.
  

The plugin supports the following features:

• setting in the administrative panel of all properties;
  
• pagination buttons;
  
• product ratings in the stars;
  
• the ability to create your own template;
  
• new filters.
  

Work with business reviews is as important as quality service. Thanks to the feedback, a positive reputation of the brand is formed, the company demonstrates customer care and takes responsibility for solving the problems that arise.

It is important to collect feedback in various ways and respond to them in a timely manner. A timely and detailed response to the negative review will help maintain the company's reputation in the eyes of potential buyers, and the response to a positive customer review may increase the likelihood of repeat purchases.

It is better to get a negative review and work it out by publicly offering assistance to an unsatisfied customer, rather than not having any feedback at all.