Netflix's decision to switch from a star rating system to a thumbs up/thumbs down interface led to a 200% increase in feedback engagement, enabling tailored content offerings.
Customer feedback encapsulates any consumer information reflecting experience and satisfaction, enabling businesses to understand strengths and areas needing improvement, directly impacting customer retention.
Ecommerce businesses can utilize several methods to gather feedback, including social media engagements and monitoring tools that collate customer opinions, driving improvements in service.
High customer satisfaction drastically influences sales, as customers are significantly more likely to return for additional purchases after a five-star experience, compared to lower ratings.
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