Embracing direct feedback from your customers can help you learn a lot about what your company is doing right and what you might improve upon to be more successful. Online customer surveys are one way to gather insight.
Like any method of customer research, their usefulness depends on how well they’re planned and executed. And one of the most important components of planning a survey is crafting the questions it will include.
http://www.hutchnews.com/news/20181118/crafting-online-surveys-for-customer-feedback/
With in-depth understanding of the wants and needs of customers and prospects, it becomes possible to plan and implement powerful marketing strategies and build meaningful relations with customers.
Organizations are aware that, in order to to reliably deliver superior customer experience in the future, they need to understand the customer experience they provide today. This is fundamental in developing loyalty and retention. In this context, customers feedback plays a very important role when it comes to dependably improving and enhancing customer experience.
https://www.capgemini.com/2018/05/voice-of-the-customer-voc-taking-into-account-feedback-as-a-whole/
