How can customer feedback improve your eCommerce store?

When you start an eCommerce business, you definitely need customer feedback to reach your goals. Your customers keep your business going, and without them, it’s impossible to grow your brand.

Do you know what the last customer who bought something from your online store thought about the product they got? they definitely had some opinions about the product or service they bought. They also had some comments that may be positive or negative about their customer journey and how well their transaction was completed. Customer feedback is the benchmark for eCommerce businesses that can make or break a business’s brand image.

The situation is different in e-commerce where brick and mortar stores have the advantage of interacting face to face with their customers and collecting feedback regularly. But an online store needs to actively research consumer reviews and complaints to understand what works and what doesn’t.

Many companies ignore their audiences’ feedback and continue their processes. As a result of this consumers will realize how little you care about their concerns. So, they’ll turn to your competitors to get what they want.

In today’s digital age, customers have easy access to a lot of platforms that can be competitive for your e-commerce business. where People nowadays have more opportunities than ever before to search and reach information and reviews of products and services before they make a purchase. So you can’t ignore customer feedback.

Here are some key statistics that show how much customer feedback is vital for eCommerce businesses. 

• According to KPMG, 30% of customers share product feedback online.
• The Cone survey found that 4 out of 5 consumers rethink purchasing decisions based on negative online reviews
• According to broadly :

 -59% of consumers look at 2-3 review sites before they make a decision about a purchase.

-68% of consumers make an opinion after reading only 1-6 reviews.

• Based on Reviewtrackers data, 63.6% of consumers check reviews on Google before making a decision.

How can collecting customer feedback help improve your online business?

Customer feedback can help online business in the following ways:

• Demonstrate that you pay attention to customer complaints:

Did you know that for every customer complaint, an average of 26 other customers who feel the same way say nothing? They just leave and take the decision to never deal with you again. By measuring satisfaction rates during the customer journey, you know what customers really think about your business and your products – from the first time they visit your website to the time they place an order and receive their purchase.

• Appreciate your fans and make them your influencers.

Fans are loyal customers who like to recommend your products and mention your brand to their friends, family, and colleagues. And in the e-commerce sector, there is nothing more effective to businesses than loyal customers, as they spread the good word and can be an asset in attracting more customers.

• Improve your product quality and development.

It’s too obvious to say that, but it’s easy to forget to ask for feedback on how we can improve both new and existing products. you must know that your customers won’t share their feedback unless you ask.

So you must always ask about their feedback and if they have any opinion or suggestion and make them feel that you always want to satisfy them. And this will in turn make you always updated with market trends.

• Assist in decreasing customer’ Acquisition Costs

One of the biggest benefits of gathering customer feedback is you really know very well who your ideal customer is and can afford an exceptional buying experience for them, and in turn, this will help you lower your acquisition costs.

Of course, it is important to conduct sales and marketing of your products, but it is also important to know your customers’ thoughts and impressions of you. With their honest feedback, you can put your business first and give your audience what they want.