How to turn customer feedback into action

Encouraging customers to leave reviews is one thing – but successfully acting on the feedback is another. While some reviews showcase what you’re doing well, others present a great opportunity to make improvements and ultimately improve conversions. Here’s our five top tips for how your company can turn feedback into action:

1) Have oversight of your reviews

It may sound obvious, but you can’t turn customer feedback into action unless you keep on top of your reviews! Depending on the volume of feedback your company receives, this may prove to be challenging and time consuming. At Smart Money People, we simplify things by sending you a notification when customers leave a review at your page. This also makes it easier for you to respond promptly if needed.

2) Make time to read the feedback

Once you have oversight, you should then take time to go through the reviews and consider any next steps. Not all customer reviews require immediate action, but there will be times where customers highlight areas where you can improve. At Smart Money People, our Enterprise plans allow you to easily analyse themes in your feedback. If improvements are needed, depending on the size of the job, it could be something that you're unable to manage on your own. So make sure you get the right people involved so you can turn the feedback into action.

3) Get everyone engaged

If you’re getting other stakeholders from the company involved, everyone needs to be working together and on the same page. Make sure they all appreciate the benefits of listening to customer reviews. And just as importantly, ensure everyone is clear about their role in acting on the feedback and delivering change.

4) Follow up with the reviewer

By acting on the feedback, you'll show the customer their opinion has been truly respected and valued, and that leaving the review was worthwhile.

Now that you’ve taken the time to turn their feedback into action, it’s a great chance to follow up and tell them what you’ve done. Better still, reply publicly so other customers can see. Smart Money People’s review platform allows you to easily respond to feedback in this way.

5) Keep analysing new feedback

Review new feedback to see if your changes worked, and keep checking for similar suggestions from other customers in the future. The world is constantly evolving, so reviews are a great way to constantly learn more about your customers. At Smart Money people, our Enterprise plans monitor your trends in feedback over time to identify continual improvements.

If you’d like to learn more about Smart Money People’s review subscription plans, email our sales team.