Obtaining customer feedback: Why do it, how to do it, and how to use it
survey, by Terry Freedman.jpg
Why feedback matters.
This blog post was written for the Bee Digital marketing website, but I think the same considerations apply to subject leaders. If you want to know how students are finding your course, ask them. It will enable you to make adjustments before they vote with their feet (or advise others to avoid your subject all together) if they are allowed to.
In my experience, it’s quite nerve-racking to seek customer feedback. I mean, what if they say the product sucks, but that they have to use it because there’s not much of an alternative? Even worse, what if, in the absence of an invitation to inform you directly, people choose to announce on Google Play or other platforms just how dreadful your product is? That will definitely generate word-of-mouth – just not the right kind.
The reasons for seeking feedback from clients and customers go beyond trying to avoid negative publicity. They may, for example, say “We love the product, but is there any way you could add such-and-such a feature?” If you do add such a feature, it’s another thing you can add to your features and benefits web page.