Posted On 17 May 2023
Venetia Hillary

Small businesses usually make one huge mistake- underestimating the importance of customer feedback. And Australian small business owners are no exception.

According to the State of Customer Service In Australia Report, over 70% of customers believe Australian businesses are not giving customer feedback the attention it deserves. This mistake is costing businesses thousands of dollars. Why?

Forbes Magazine reports that:

  • Over 80% of businesses that value customer feedback see an increase in revenue,
  • Over 90% of customers admit that great customer experience is an important factor when deciding to be loyal to a brand or business,
  • Businesses that take customer feedback seriously beat their competitors by close to 80%,
  • 90% of customers read reviews before making purchases, and
  • Over 50% of customers say how a brand responds to customer feedback or concern greatly impacts their perspectives on the business.

So if you have not been paying attention to your customer’s feedback, it’s time to act now before it’s too late. It could be the key to unlocking the full potential of your small business in Australia. Wondering where to start? Read on.

Know Where To Find It

The first step in leveraging customer feedback begins with knowing where to find it. And here, we’re not talking about biased or manufactured feedback, but actual responses from real customers.

Generally, small businesses can easily and affordably get this feedback:

  • Unsolicited: From social media, reviews and customer support tickets
  • Requested: Via pop-up responses, emails and asking people and customers to rate your product or service
  • Observed: Here, you get feedback by monitoring what people say about your brand on social media or by word of mouth.

As you can see, the requested feedback may need some work. You may have to create forms for collecting feedback or set up email templates. Not that difficult, right?

Now that you know where to find customer feedback, let’s look at how to use it to grow your business.

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