What Are the Different Types of Customer Feedback?
Within the scope of the customer experience, the different types of customer feedback each play a different role and each offers valuable insight into your customer service. It can be difficult for businesses to see the value provided by each type of customer feedback and understand how it can help you improve the customer experience. You may want to know – what are the different types of customer feedback – and the boostCX Team can help. No matter what industry you are in, customer feedback plays an integral role in customer satisfaction and customer loyalty. With boostCX Customer Experience Management on your side, you’ll learn to identify the types of customer feedback that are most valuable to you and your business.
5 Different Types of Customer Feedback
From online reviews on Yelp to social media mentions on Facebook or X (Twitter), every type of customer feedback provides its own benefits. Customer surveys offer direct insights into specific aspects, while support tickets reveal pain points and areas for improvement. Social media mentions can gauge brand sentiment and identify potential crises with the opportunity for real-time customer engagement, while unsolicited reviews provide unfiltered opinions.
Net Promoter Scores (NPS) measure brand loyalty, and customer satisfaction surveys capture the overall customer experience at your business. Website analytics reveal user behavior, and in-app feedback provides real-time insights. Each type of customer feedback, when analyzed and acted upon, strengthens your customer service and leads to happier customers and a thriving business.
Review Sites
When customers choose a business, review sites play an important role in that decision – and likewise are a valuable resource for businesses who hope to improve the customer experience. Review sites like – the Better Business Bureau, Google Reviews, Yelp, and more – are a great source of customer feedback and can be used as testimonials when positive.
Customer Surveys
boostCX collects customer feedback from a variety of channels – which include customized branded customer surveys that allow you to score the customer experience via a variety of methods that include multi-lingual surveys. Customer engagement surveys allow you to tailor the questions to your business and identify trends.
Net Promoter Score (NPS)
Your Net Promoter Score (NPS) is a Key Performance Indicator (KPI) that measures customer loyalty. This type of customer feedback allows you to categorize customers as promoters, detractors, and passives. With this method you can set benchmarks, highlight loyal customers, and work to turn detractors into promoters.
In-App Ratings and Reviews
In-app ratings and reviews are like tiny applause meters within your app that offer instant feedback on the user experience. A quick, real-time thumbs-up or thumbs-down provides valuable insight into specific features, user pain points, and areas for improvement, allowing you to fine-tune your customer experience and keep your audience engaged.
Social Media
Social media provides an incredible wealth of customer feedback. From praiseworthy comments to heated complaints, these unfiltered opinions reveal real-time sentiment, brand perception, and emerging issues. Businesses that listen closely to this social media chatter – can introduce product improvements, identify brand advocates, and address pain points before they become more significant problems.
READ MORE: How Can You Improve Your Net Promoter Score?
From customer surveys to social media reviews, the diverse chorus of customer feedback can be overwhelming and it is important to remember that each type of customer feedback holds the key to unlocking a richer, more satisfying customer experience. By understanding the different types of customer feedback and harnessing their unique aspects, you can create a more impressive customer experience.
Are you ready to use customer feedback to improve your customer service? Contact boostCX today and let’s create a customer experience that builds customer loyalty and satisfaction!