In Customer & Client Surveys, Why Feedback Matters

Yesterday, Facebook announced that it would be introducing a new version of its iconic News Feed – the part of the site where new stories and posts from friends appear.

The fresh new look aims to give users more control over the content they see each day.

Now Facebook users will be able to see additional feeds devoted solely to photos, music, and the pages and people they are 'following'.

The social network will also be making the mobile and desktop versions of its site look identical, for a more seamless user experience no matter what device is being used.

This week's change is merely the latest in a long line from the California-based company.

Famous for being the world's most popular social network, Facebook has also earned a sort of infamy for the tweaks and improvements it introduces at a regular rate.

As many users spend time every day on the site, it can quickly become part of their online routine. As such, when there are changes to the interface or functionality of the social network, reactions can be mixed.

While some may be receptive to change and patient to see the benefits of new features realised over time, others can be downright hostile when the familiar is toyed with.

The biggest risk that any business faces when it changes the customer experience is that those customers will react by upping and leaving – often to a competitor.

Not even a company as seemingly invincible as Facebook can afford to alienate its users – they are the source of its position at the top of the social network heap.

With a customer feedback survey, businesses can involve their customers in the planning stages of new changes.

This can provide valuable data for management to incorporate into strategy as well as giving your customers a voice – and an investment – in your future development.

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