The Importance of Positive and Negative Customer Feedback to Businesses

We often hear the phrase “customer is king,” which is true in any industry. Customers are the lifeblood of every business; they determine whether a business will succeed or fail.

Hence, every business should strive to provide their customers only the best. However, this can’t be achieved without an effective means of communication.

Customer needs and preferences change from time to time, and asking for their feedback, whether positive or negative, is the only way that your business can adapt to it.

Moreover, it can also make your customers feel important and involved. Asking for feedback means that you value their opinion and that they can take part in shaping your products and services.

Having said that, here are the reasons why both positive and negative customer feedback are important to businesses:

Positive feedback serves as:

A powerful motivator

Positive feedback means that your customers are satisfied with your service and proves that all the hard work has been worth it and that you’re on the right track. This sense of accomplishment will motivate your employees to thrive and serve your customers even better.

An Image booster

Positive responses from customers, especially online reviews, will help you build a good business reputation and reach more potential customers for your business.

According to Forbes, 90% of consumers read online reviews before visiting a business while 84% trust online reviews as much as personal recommendations. Moreover, 74% of consumers say that positive reviews make them trust a local business more.

Negative feedback is:

Constructive

Although negative responses and complaints are somewhat upsetting, they should be viewed as constructive criticisms. These are indicators of customer dissatisfaction, which imply that your customers were expecting more from you. While positive feedback tells you where you’re good at, negative feedback tells you what you need to improve or change so that you can tailor your services to their needs.

The best way to handle negative feedback is to respond quickly and politely. Quick and polite responses will manifest your commitment to providing your customers with the best service, understanding their needs, and solving their problems.

Realistic

Contrary to common knowledge that negative responses are all thorns and no roses, they can actually make your business more trustworthy.

According to High Speed Training, 68% of consumers are more likely to trust a company when they see both good and bad reviews. Moreover, 30% of consumers suspect that a business is just covering-up a customer service blunder or the reviews are just made-up when they don’t see any negative reviews.

Nevertheless, you must strive to keep the number of negative responses down and the positive responses up to get your business to the top.

Bizprac’s new feature, Bizprac Online, will enable your clients to log in, view and approve color or product selections and give comments.

Using it for your business will provide an online platform for an effective two-way communication between you and your clients. Contact us today to learn more about Bizprac and our construction management software.

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Testimonials

“We needed to find a program that had comprehensive job costing & accounting features, attached to a powerful but easy to use estimating program. We tried at least 3 other of the leading program brands and found Bizprac to be by far the most user friendly, without compromising critical features or functionality. Bizprac allows us to keep track of the ongoing jobs and keep’s our job claims up to date. Bizprac has allowed us to spend much more time onsite doing the job and way less time on the computer.

Whenever we need help Bizprac support staff are friendly and easy to contact. Also when we suggest new features or changes to the program, they are reviewed and added if other customers have the same request. So the combination of Bizprac’s feature-set, ease of use, and readily available support, meant going with Bizprac was a no brainer.”

Peter Ceccato
Ceccato Builders

“At our previous employer, a large building company, we became familiar with the functionality of a large construction software product from Sage. So when we went to the market to look for software, our aim was to find similar functionality at a fraction of the price. We knew it was a tall order. The only product that provided the full functionality was Bizprac. Bizprac was built by builders for builders and this was evident to us when we reviewed the product. We were very impressed with the value for money that Bizprac provided and now that we have started to use it, we’re also impressed with the support and ease of use. We’re very happy with Bizprac!”

Rafal Zuliamis
Lares Homes

“Being a builder and owning our own business, it is critical for us to have a building software package that can assist me to maximise all areas of efficiency in the business. The Bizprac system allows us as a business to manage the building and construction side as well as maintaining an up to date record of how we are tracking financially. Having a system that works well with us allows us to deliver high-quality service to our customers and suppliers at a competitive rate. we are equally impressed with the team from Bizprac administration and help desk who are always able to assist us with any inquiries or further training to maximise our program use.”

Peter Casey
Casey Builders

“I’ve been using Bizprac for 20 years. I like it because it’s easy to use and I can cost jobs easily. I went on holidays for seven months and, using Bizprac, I was able to run the business remotely”

Peter Roy
Additional Concepts