Utilizing and Valuing Customer Feedback

When seeking to improve anything regarding your business, service or product, it is important that you acquire and pay attention to feedback from various customers. Feedback is important because they help you see things that you may be missing from the big picture. Usually, it is the customers who tell you which parts you should improve and which ones should go. Is your procedure too slow? Are your products satisfying? Is there anything else you need to work on? Whether it’s constructive criticism or praises and comments, it is important for you to pay attention to whatever your customer is saying.

Enter communication via the internet. Nowadays, a lot of websites feature a lot of ways for the customer to inquire or give feedback. Several examples are comment boxes, e-mail forms and live chat among many others. However, with the continuously growing notoriety of automated “spam bots”, how are you to protect your communication with your customers?

  • Comment forms are usually the easiest way to get feedback from your customer. It is fast, easy and efficient. If you are going to embed a comment form in any part of your website, make sure to get the ones that “verify humanity”. For example, anyone who attempts to submit a comment will be asked to input words based on an image or an answer to a certain question. This makes sure that it isn’t an automated bot that’s just entering spam.
  • Have a separate e-mail for feedback. Do not use your personal e-mail to receive feedback and instead, create a separate e-mail account specifically for that purpose only.
  • Avoid chat boxes in your website. This has little to no security at all plus the messages are usually immediately viewable to your other web visitors.
  • If feedback should be viewable to other visitors, see to it that your message board has a feature that allows you to approve any messages first before having it posted. Of course, a message must tell your users that their message should be approved first.
  • Try to categorize the feedback or messages. For example, you may include options for your users to classify their message such as Comments, Suggestions, Inquiries, Complaints and the like. This makes it easier for you to sort out which are the ones that need immediate attention.
  • If you’re using a third party application for feedback, make sure you understand what you are having. Some of these comments packages have a limit as to how many comments a day you can receive and moderate depending on which package you buy.
  • Again, for third party feedback widgets or applications, try to get those which have a banning feature for you to be able to ban spam IP’s, bots and the like.
  • Comments that allow membership could be a great idea, too, especially if it can be integrated into several other services of your website. This helps you build a closer business relationship to your customer.


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2 thoughts on “Utilizing and Valuing Customer Feedback”

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