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How to benefit from the opinions of previous customers

How to benefit from the opinions of previous customers

Sahl Tuesday,25 Jul 2023
How to benefit from the opinions of previous customers

How to benefit from the opinions of previous customers in improving your online store
introduction
In the age of e-commerce, customer satisfaction becomes a critical factor in the success of any business. Customers determine the store's reputation, culture and value in a thriving and competitive market. Therefore, online store owners must pay great attention to the opinions and evaluations of their former customers, and take advantage of them to improve their services, offers, and shopping experience.

In this article, we'll go over some of the ways you can use feedback from previous customers to improve your online store and increase your sales and loyalty.

The body of the article
Method 1: Effectively collect customer reviews
It is not enough to passively wait for customer opinions, but you must take the initiative to collect them effectively and periodically. This shows your interest in their opinion and raises their level of satisfaction and confidence in you. It also gives you an opportunity to get valuable information about how satisfied they are with your products, services and shopping experience.

To effectively gather customer feedback, you can use several methods, such as:

Send satisfaction surveys via email, text or phone after order completion or delivery.
Add an evaluation or comment box on the product, order, or payment page.
Create a special page on your website or social networking sites to receive customer opinions, complaints and suggestions.
Encouraging customers to leave their opinions in exchange for discounts, gifts or loyalty points.
When collecting customer reviews, you should keep in mind some points, such as:

Make questionnaires short, easy and clear, and avoid duplicate, compound or vague questions.
Define the goal and purpose of each survey, and focus on one aspect of the shopping experience at a time.
Choose the appropriate time to send the questionnaires, and avoid annoying customers with repetition or delay.
Respect the privacy and confidentiality of customer data, and obtain their consent before using their opinions for any purpose.

Method 2: Carefully analyze customer reviews
After collecting customer opinions, you must analyze them carefully and deeply, to extract meanings, patterns, and trends from them. This helps you understand your customers' needs, expectations, and frustrations, identify the strengths and weaknesses of your store, and uncover opportunities for improvement and innovation.

To analyze customer opinions accurately, you can use several tools and methods, such as:

Using statistical analysis software to measure customer satisfaction indicators, such as promotion ratio (NPS), influence ratio (CES), or satisfaction ratio (CSAT).
Using textual analysis software to understand feelings, opinions, and ideas hidden in customer comments, such as sentiment analysis
Sentiment Analysis or Topic Modeling.
Using visual analysis software to display, compare and classify customer opinions in a simple and attractive way, such as charts, tables and maps.
When analyzing customer reviews, you should keep in mind some points, such as:

Define the variables, goals, and hypotheses you want to measure and test.
Collect, clean and categorize customer reviews by sources, topics and time.
Using several tools and methods to analyze customer opinions, and verify the validity and reliability of the results.
Interpret and explain results logically and objectively, avoiding bias or generalization.

Method 3: Actively apply customer feedback
After analyzing customer opinions, you must apply them effectively and creatively to improve your online store and increase your sales and loyalty. This shows your respect for the opinions of your customers, and raises their level of satisfaction and loyalty. It also gives you an opportunity to outperform your competitors and innovate in your products and services.

To actively apply customer reviews, you can follow several steps, such as:

Determine the priority, importance, and possibility of each customer opinion, suggestion, or complaint.
Create a detailed and clear action plan to implement each customer opinion, suggestion, or complaint, specifying responsibilities, resources, and timetable.
Accurately and effectively implement the action plan, while monitoring progress, performance and results.
Measure the impact and benefit of each customer opinion, suggestion or complaint, using measurable indicators.
Inform customers about changes and improvements you've made in response to their feedback, while thanking them for their participation.
Conclusion
Reviews of previous customers are a rich and important source for improving your online store, increasing your sales and loyalty. But to use it effectively, it must go through three phases: collect it effectively, analyze it thoroughly, and apply it effectively. In this way, you ensure that you benefit from the opinions of your customers, and achieve their satisfaction and loyalty.

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