Why Do Customers Give Feedback?

Lesson Introduction

Customers give feedback because they want the business to know about their experience. Their feedback may be positive, negative, or a helpful suggestion.

Common Reasons

Customers give feedback because:

  1. They enjoyed the product.

  2. They received helpful service.

  3. They experienced a problem.

  4. The product did not meet their expectations.

  5. They want a refund, replacement, or exchange.

  6. They have a question about the product.

  7. They want to suggest an improvement.

  8. They want to help other customers make a decision.

  9. They want the business to recognize an employee.

  10. They want the business to improve.

Why Is Feedback Valuable?

Feedback helps a business:

  • Learn what customers like.

  • Discover problems.

  • Improve its products.

  • Provide better customer service.

  • Build customer trust.

  • Create better products in the future.

Business-Thinking Questions

  1. Which type of feedback is easiest to answer? Why?

  2. Which type requires the most careful response?

  3. How can a complaint help improve the hat business?

  4. Why should a seller avoid arguing with a customer?

  5. What could happen if a business ignores feedback?