And if you've worked in a service company, you'll know that's not strictly true (we're looking at you, Karen).
While not every customer is always right, the part about service personnel giving high priority to customer satisfaction is nevertheless clear.
Providing customer satisfaction has many benefits with your current customers, such as customer loyalty and retention.
But it can also result in positive customer feedback which also helps attract new customers.
Let’s dive into what customer feedback means for the service industry and how it helps your business. Plus, how to collect it and use it to your advantage.
Customer feedback on service: definition
So what is customer feedback?
Customer feedback occurs when customers share information about kuwait phone number list their experience with a company.
Customer feedback describes the level of satisfaction a customer has with a product or service and helps businesses understand where there might be room for improvement.
Why is customer feedback important for service companies?
Service providers offer a specific professional service to clients when needed.
Service businesses can include those operating in hospitality, IT, recruitment, real estate, legal and professional services, to name a few.
And that sector is worth a lot of money! The global services sector is expected to reach a value of $14,734.2 billion by 2023, making it a highly competitive market.
The value that service companies provide is often intangible, but is based on a foundation of trust in the quality of the service being delivered.
And what better way to show the value of the service you provide than by collecting feedback and sharing it with potential new customers?
Additionally, the feedback received can also be used to improve customer service.
It's all advantages, as I see it.
Types of customer feedback
Customer feedback takes many forms, but can be divided into two categories:
Feedback you request directly
Feedback that customers give each other.
Direct feedback from customers
The feedback you ask for directly is pretty clear. It's information about your service that you collect yourself by proactively asking your customers.
We've all seen the customer satisfaction surveys that ask us to share information about our experiences with a company.
This information requested by the company may be used to improve the customer experience or to market the business.
Some examples of direct feedback include:
Customer Testimonials
Net promoter score (NPS)
Customer satisfaction surveys
Requests for feedback after specific points in the customer journey
Indirect feedback from customers
The feedback that customers give each other is another story.
Here, it is the customer who proactively provides feedback about the experience they have had, and not necessarily directly to the company.
While indirect feedback can be used by the company in the same way as direct feedback, customer feedback exists regardless of whether they do something or not.
But given the benefits of collecting feedback, it would make sense for service companies to pay attention to indirect feedback as well.
Some examples of feedback that customers give each other include:
Online reviews
Feedback forms on the web
Social media posts about a service
Positive review
types of customer feedback
5 Ways Customer Feedback Helps Your Service Business
Now that we know what customer feedback really is, let’s take a look at how you can boost your service business.
1. Help improve your service
There's nothing like customer feedback to help you grow your business.
You may think you're providing good service and can guess what your customers want, but feedback gives you direct insight from the customer into what they like and hate ab
