As consumers, we constantly find ourselves rating and comparing products to identify which ones best serve our needs. How many times has a sales associate handed you a receipt with information on the back to participate in a “customer feedback survey?” Businesses know that customer feedback is important for sustaining business and growing. Not only is it important to know what your customers are thinking, both positive and negative, but acting upon the feedback will make all the difference.

Insurance agents have many areas within the business that clients can give feedback on. From customer service, premium price, education, to professionalism, knowing all areas are satisfying your customer is important. Customer service is an area that, in any business, is focused on the most. In 2011, RightNow conducted research on the effects of poor customer service and the effects it has on businesses. The results concluded that 89% of customers who received poor customer service switched to that company’s competitor for service. So the main questions is, how will customer feedback impact your agency and how can you obtain more of it?

How customer feedback can impact my agency:

• Builds customer loyalty
• Point of differentiation- stand out amongst your competition to your clients and prospects
• Reduce negative word of mouth
• Know your customer better- to better service and sell
• Help increase referrals- happy customers will tell their friends!

How can my agency get more feedback?

• Simple, yet sweet, surveys: 2-3 question surveys will result in the most accurate feedback
• Establish Google Plus to obtain online reviews- some people prefer to send feedback via web
• Just Ask! After talking to a client or selling a new policy, ask the person how satisfied they were- or, if there is any other feedback to give at the time.
• Social Listening: Check out what your clients are saying on social media or if they are following you. Social media has become the hub of consumer talk.

The take-away here is that all businesses, no matter the size, service, or product, needs feedback from their customers. The internet has broaden the ways companies know exactly what is on their customers mind and how they can make changes to fit their needs.  There is no better time than now to build rapport and loyalty with your clients.