Gathering feedback from customers is now an essential part of your business’s customer acquisition and retention strategy.
This growth in importance of online feedback has led to an explosion of platforms so the Handle feedback report has been created to centralise that information and get a director level view of your performance.
At a glance, you can see where you need to focus attention and what you need to do in order to better serve your customers inspire your prospects and manage your online reputation.
Have a specific question about the Handle feedback report? Use the links below to jump to a section.
1. Your feedback score
Customer feedback has a significant impact on how other people perceive your business. One bad review can damage your online reputation and cause you to lose business while positive customer reviews can act as a dedicated and effective sales force.
Online feedback is used by customers, suppliers, lenders and employees to get a view of the popularity of your business and quality of the product or service your business offers. Lenders and trade creditors are beginning to look at businesses feedback profile when deciding whether to give your business credit because it is an early indicator of your business potential to be successful or not.
How is it calculated?
Four critical factors determine your Feedback Score; how many reviews you have, the average rating of those reviews, the confidence people can have in the reviews you receive and your responsiveness to customer reviews.
The data used to calculate this score is gathered from the feedback platforms you activate within your Handle profile including Trustpilot, Google Reviews and Facebook.
What a high score means
The Handle feedback score is on a scale from 0 – 1000 and the higher the score the greater the positive connection between your business and your customers. What this ultimately means is that prospects are more likely to buy from you than a competitor and if their experience matches those of your previous reviewers you can be confident they might buy from you again.
2. Key statistics
Get an overview of how well your business is managing reviews. Are the reviews you're receiving good? How regularly are people leaving reviews on your business. How well managed are your reviews.
This card tells you if your reviews are genuine and if they could be deemed to represent a true opinion of your business.
How regularly you're getting reviews. If your reviews are few and far between, potential customers won't have confidence in those reviews.
It also tells you how happy your customers are giving you a positive vs. negative review score. Of course, it goes without saying, the more positive reviews the better.
What a high score means
The confidence score is on a scale from 0 – 100 and the higher the score the more confident you can be that your reviews are coming from real people who have a genuine opinion about your business. Remember, if your average rating is low but the confidence is high you should take action immediately to resolve any customer issues. If your confidence score is low but your ratings are high you should also investigate why your reviews could be considered fake or non-relevant.
4. Response rating
The customer feedback cycle doesn’t just end when you receive your reviews. You need to actively engage with your reviewers, answering questions, resolving issues or thanking advocates. Not only does this help solve customer service issues, it’s also a public way of demonstrating to future customers how they can expect to be treated and what sort of service they will receive.
Responding to customer reviews is a fundamental way of managing your digital reputation, building on the positive and managing the negative.
It is obviously more important to respond to negative reviews to ensure you are communicating with customers to resolve any poor experience. Not only does this help manage any negativity which could reflect badly on your business it also helps improve customer recovery and retention which is generally cheaper than acquiring a new customer.
If you have any questions about any of the data in your Handle feedback report, please email [email protected] with some details and we’ll take a look for you.