Giving customer feedback: Why it’s important and how best to give your two cents worth

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What is feedback and why should you give yours?

What is consumer feedback?

Feedback is giving your opinion about the quality of a product or service. It can be positive or negative. Examples:

  • When someone shares on social media about a good experience from a restaurant.
  • When you tell people about a defective appliance or bad service from a store.
  • Rating a business establishments on Yelp or Trip Advisor.
  • Answering surveys.

Giving feedback can be in person, via phone, online, or through forms and questionnaires.

Why people don’t like giving feedback:

Some avoid feedback surveys because:

  • it’s not required.
  • there is no immediate reward (or effect).
  • some are afraid that their personal data will be collected and used for other purposes.
  • some think that negative feedback could affect their dealings with the company or their benefits or applications (for government offices for example)
  • they think that it will benefit the organization or corporation more than them.

Why giving feedback is important:

  1. Feedback leads to service improvement and development of new products (and services).
  2. It is a public service. It lets other consumers know about great products/services. It also warns them about bad ones in the market.
  3. It helps create a community of smart consumers.
  4. Feedback empowers consumers. We tell companies the type or kind of products and services that we want and deserve.

How to give feedback

Send a letter, call the service provider or ask for a face-to-face meeting. Many people post on social media nowadays to talk about their experience using a particular product or service. You can also answer a feedback form.

Use the following phrases when giving your feedback: I think, In my opinion, I believe, Personally, and others.

Remember, when giving feedback:

  1. Be honest and sincere.
  2. Be constructive. Help others improve by offering honest comments and good ideas.
  3. Be tactful. Don’t use swear words. Don’t be too harsh.
  4. Be specific. Give details or examples why you like or don’t like a product or service.
  5. Don’t waste the chance. Don’t make fun of the survey. Give quality feedback if you want your opinion to count.

Keeping your information safe

Companies have rules on keeping client information (Privacy Policy). It explains what type of information they collect, why they are collecting it, how long they are keeping it, and how they are storing it. Don’t answer surveys that ask for information like your bank account number or SIN. You can say no if you don’t want to give feedback. You have consumer rights.

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