Focusing On Negative Users Feedback? Nah, It Won’t Yield Any Good
- September 20th, 2018
3 minutes, 27 seconds
Addressing every tiny piece of negative feedback, taking it to heart, feeling sorry and blah blah blah – a temptation, entrepreneurs are born with.
Seeing the audience loving the products, services, tools, and application, is a dream. After all, impressing people is an inclination humans have within them. Not being able to cherish the goals shuts one behind the closed doors thinking what went wrong.
“No matter how influential a brand is, pleasing everyone is beyond the boundaries of possibility. PS: There isn’t any need to even think about it.”
Investigation under the product development process microscope reveals something interesting and worth sharing, ‘you just can’t avoid a certain percentage of negative feedback.’ Giving it weightage more than it deserves gets the business in hot water.
Happy Customers Equal to Quiet Customers
Easily forgettable but this is the reality! When the audience engages with the products/services, it reflects their fondness towards them.
Who doesn’t love words of appreciation? Who minds seeing their consumers paying attention to detail that’s there in the latest product? But this isn’t how users work. When a customer buys anything from a company and finds it worth, they tell their family & friends about it but don’t go online to post a feedback; neither they contact the company’s customer care executives for a ‘Thank You’ greeting. What all they do is, keep on using the product and that’s it.
The above example clearly taught a lesson that customers remain silent when they are contented; hence, efforts should be on having the huge majority of these ‘silent users.’ Reason? Because users post an online comment or contact the brand only when they are unhappy with the purchase.
Listening to Loud Critics Risks Relation with Already Happy Customers
Nothing could be better than realizing that a product is totally great if used by a large percentage of the audience without any complaint. It means that the business has successfully created an effective user experience. Taking the risk with this beautiful fact is nothing less than being foolish.
“Thirst of spending hours & mind to woo unhappy customers makes happy customers loud & vulnerable.”
Pleasing every single customer is not possible ever. Also, irrespective of the hard work and dedication, creating a product that fits the needs of everyone is never going to happen. On that note, concentrating solely on winning hearts of unhappy users puts the trust of impressed consumers on the stake.
There’s a Way to Improve Negative Feedback
This approach is different as compared to pondering on random negative feedbacks and trying to solve them. Why? Because feedbacks are useful when they are specific. Decisions must be taken only after analyzing the concrete data that has been concluded through careful examination. For instance, if the ratio of a disappointed audience is 10,000 or more; attention has to be paid. However, there isn’t anything to worry about an email from only one user regarding some random thing. And to do that, collecting information and statistics from customers who share their experience with the products/services is the way to go.
Best ways to judge the quality of feedback include:
Conducting user surveys
Tracking how frequently user returns to the app or renew the services
Tracking behavior of users with the application
Focus on Creating Simple Products
Solving important issues of users needs to be the motivation behind creating a product or providing any solution.
Best way to achieve this goal is making applications or products that are easy to use. If needed, one can take inspiration from the big players like Facebook and Apple who have won love of customers with their simple products & services.
Adding useless or extra features makes things complicated, leads to confusion, and finally leads to frustration. It won’t be wrong to say that annoyed users are the ones behind the negative remarks, angry memes, nasty emails and everything that pollutes the image of a business.
“What actually makes sense is making decisions on worthy data rather than feeling low over random feedback from a bunch of baseless users.”
As concluded, happy customers are the ones that stay quiet. Carve goals that emphasize building this silence yet powerful fan base.