Customer feedback plays a major role in increasing or decreasing a website's reputation and sales. It might be surprising, but people trust customer feedback more than they do the layout of the company website or the popularity. If, for example, a company is very popular and everyone's heard of it and they recently launched a new product, naturally, many customers would want to buy that product but if they see that the company has a lot of reviews that are negative, they won't want to risk wasting their money on that item, no matter how popular the company may be. That is the power of feedback. Experiences are more important than reputation. So, that's why customers are asked to leave feedback so they can improve themselves and maintain their reputation and live up to customers' expectations.
There are three general types of feedback: positive, negative and suggestions. Here we will look at the difference between them and look at each one in detail:
This feedback influences the customer decision positively and also boosts the website/company and its products/services. These kinds of feedback are highlighted on the home page and also on other pages of the website so that the customers can be assured of their quality and service. These reviews don't require any such action to be taken in the company, but it is still good to not get ahead of yourselves just because of some good comments. One should always stay focused.
This feedback causes the company to take some action like replacing a damaged product or firing or taking some disciplinary measures against the employee who was the major cause of it. Sometimes, it's not the company's fault that the product was damaged rather it was the courier services' fault that the product was damaged. So, that means they can't exactly take some disciplinary action against them, rather they will just change their courier company and discontinue working with them. They also have to make sure that the customer has not damaged the product themselves and that's why some proof is required when such complaints are filed. These feedbacks are taken seriously and even though, they won't be highlighted, the company will do everything in their power to make amends and act.
These types of feedback are more on the general side. They are neither negative nor positive. They are usually just suggestions and ideas that would help the company to further improve their product according to customer wishes. These types of feedback are also appreciated, and most companies do try to incorporate and use some ideas and suggestion but not all are used. Keep in mind that these are just suggestions and that doesn't mean that they should all be implemented. These feedbacks do not increase or decrease the status or popularity of a website.
As it has been discussed above that which type of feedback affects website popularity and which doesn't, here we will discuss some pros and cons of customer feedback: