Listening to Your Customers: How to Collect Feedback?

Within the core of every successful venture lies customer feedback. Insights from the audience are the key to uncovering unmet needs and fresh perspectives.

But how can you truly understand what customers want? Join us to explore which types of feedback can enhance a brand’s social media reputation, what can be automated, and which methods don’t require a team of experts. As a bonus, at the end of the article, you’ll find a guide to boost conversions and increase customer loyalty.

Qualitative and Quantitative Feedback: How to Measure It?

What is Quantitative Feedback?

When it comes to collecting feedback, the question is whether to opt for quantitative or qualitative methods.

Quantitative feedback is collected through general and spot surveys. It offers a numerical perspective on customer feedback, enabling the quantification of satisfaction levels, preferences, and trends. For example, one notable metric is the Net Promoter Score (NPS). This indicator categorizes customers as promoters, passives, or detractors based on their likelihood to recommend the business.

What is Qualitative Feedback?

Qualitative feedback, on the other hand, is gathered through methods like focus groups, in-depth interviews, or client shadowing. These approaches provide businesses with a lens to understand their customers at a deeper level. Evaluating qualitative insights involves expert analysis, and the results often reveal hidden pain points, motivations, and unmet needs. Qualitative...