Q:

What is informal customer feedback?

A:

Quick Answer

Informal customer feedback is input a business receives from customers through informal conversations between employees and customers as well as social conversations among customers. Informal feedback contrasts formal feedback garnered through customer survey programs and other specific research tools used to evaluate customer thoughts and feelings.

Know More
What is informal customer feedback?
Credit: Cultura RM/yellowdog Collection Mix: Subjects Getty Images

Full Answer

A popular way to gather informal customer feedback as of 2014 is to monitor customer interactions on social media. This process is known as social listening. Company leaders simply watch the way customers discuss their brands or products, and make note of the positive and negative commentary. Informal feedback may lead to changes or follow-up contact for more details.

Learn More

Related Questions

  • Q:

    What is great customer service?

    A:

    Delivering great customer service to consumers involves adhering to principles, such as being a good listener, making customer needs a top priority, and making customers feel important. When things go wrong, apologize and do whatever it takes to resolve the problem. Another aspect of good customer service is maintaining high employee morale, which leads to employees providing great service to customers.

    Full Answer >
    Filed Under:
  • Q:

    What are good customer service goals?

    A:

    Examples of good customer service goals include gaining customers, closing sales, taking care of problems and keeping service calls as short as possible without compromising on delivering quality service. Excellent customer service is one of the most effective ways both to retain customers and bring in new customers.

    Full Answer >
    Filed Under:
  • Q:

    What is the definition of excellent customer service?

    A:

    Excellent customer service is defined as service that treats customers with a friendly attitude and tries to resolve their problem or question as efficiently as possible. Quality customer service has a big impact on customer-oriented businesses, and many employers ask potential employees about customer service in the interview process.

    Full Answer >
    Filed Under:
  • Q:

    What is your idea of exceptional customer service?

    A:

    Exceptional customer service involves understanding the product or service being sold, going beyond customers' expectations, fulfilling explicit and implied promises to customers, showing respect and interacting with customers outside the parameters of business transactions. Exceptional customer service also involves developing real relationships with the customers and listening to their concerns and desires. Staff must be trained to provide consistent service.

    Full Answer >
    Filed Under:

Explore