The Importance of Customer Feedback and Product Reviews on Businesses

Customer feedback and product reviews on businesses are absolutely essential in maintaining optimal standards of service. Feedback provides an opportunity for businesses to excel and listen to every voice. Product reviews give a chance for consumers to educate themselves properly prior to investing in an item. 

Both of these methods of communicating positive or negative incidents can contribute to the overall growth of business no matter the size. 

Customers Know You Care 

Simply by offering customers the opportunity to provide feedback can incite a feeling of trust. They might feel like there is a route that their concerns can be directed in order to receive reconciliation for any negative experiences. It’s obvious that satisfied customers will continue to use your services, but one bad experience can lead to the loss of a consumer who would otherwise be loyal. When you are able to follow up on any complaints, you can focus on customer retention and maintain loyalty to your product or service. Customers are more likely to share negative experiences with a company than they are positive interactions. However, customer retention programs centered on retention can convert these negative situations into positive ones. A customer who is satisfied that their concerns were heard are more likely to freely advertise how great your service or product can be. Envision a loyal customer who’s purchased from you several times, and receives a discount on a future purchase to remedy the problem. If they’ve been loyal to you in the past, they’ll likely look for such compromise as good faith, and want to talk to others about your accountability. 

Product Review Sites Are Advertising 

Product reviews on product review sites can offer a stream that helps target an audience base you might not reach otherwise. This can function both ways, you can receive negative attention for negative experiences and vice versa. You might feel some added stress to provide optimal service each and every time if you’re running a small online business. Smaller businesses have the advantage of being able to be more hands on and work at performing better in more detail. Even if a business receives a negative product review, this also creates a platform for resolving any issues. A product review site that sees some reconciliation after a business sees their complaint online may produce a follow up article. This can help establish future customer trust in the business because they’re clearly making steps to create optimal service. Product review sites tend to bring in customers who are interested in a particular product already. The folks at provide reviews on a wide range of products, which might reach a different demographic. You might be able to reach demographics you would not otherwise through regular advertising through broader review sites. 

Feedback Assists With Quality Assurance 

Even though it’s important to run quality assurance programs when dealing with customer service, feedback programs can contribute to your QA operations. The consumer’s perspective is unique, and it’s difficult to get a full handle on how things operate from their side without listening to what they have to say. The information provided by customers can be invaluable, and offers you an opportunity to improve your services for the future. Sometimes customers just want to provide feedback to let you know how good you are doing in certain areas. This helps you narrow down the areas that you need to improve, and the areas that need work. Offering feedback forms can further help you narrow down the metrics you want to look at. You can ask information about shipping processing time, overall experience, and cost of the product. You might even offer a discount code for those that are willing to complete these surveys. People who want to voice their opinion are the ones you especially want to be listening to. 

Customer Reviews Online 

Prior to making purchases more and more people are looking at other customers reviews online. This is a great way to display how great your services and product are, but it also gives you another opportunity. Not to beat a dead horse, but you always want to engage customers who leave negative reviews. This works in a twofold manner on sites that provide reviews, you get to offer to solve the individual issue, and others can see that you’re at least willing to offer a solution. Don’t worry if you receive a few bad reviews, or you don’t have a 5 star rating. People have been shown to distrust companies who receive perfect reviews because they think they’re unable to get the full picture regarding the product. Some negative reviews that have replies from the company can generate an image of trust. 

Feedback And Reviews Save Money 

Money invested into advertising and attracting new customers comes with a higher cost than retaining a loyal base. Listening to feedback and offering solutions to problems is more cost-effective than spending advertising attempting to generate a new base. Even if you can’t create a systemic change in order to please just one person, simply letting them know their voice was heard can go a long way. As mentioned earlier, it can contribute to quality assurance programs, and save you money that would otherwise be spent in labor hours attempting to find problems inside-out. Customer reviews on web pages, and product review sites generate a source of advertisement. People who are actively seeking out reviews of your product are already interested in purchasing it, and they are more likely to engage with positive reviews. The same goes for review webpages that have established an audience already. Their audience base likely trusts their knowledge and are more likely to engage as well. 

Feedback and product reviews are more important than ever as the internet forces transparency into the market. Businesses that operate with an understanding that these are important factors in their success are more likely to do well. Word of mouth still plays an important role, but a company that is actively engaging with consumers online is far more visible and trustworthy. Be adapted to your market and demographic, it’s always changing, and there’s always room for improvement. If you’re looking to improve your service, feedback and product reviews should be on the top of your priority list. 

Anzhela Sychyk

Anzhela is a seasoned business journalist with a keen eye for spotting industry trends and a knack for explaining complex financial concepts in a clear and accessible way. With over 15 years of experience covering the world of finance and economics, Anzhela has established herself as a respected authority on all things business.