3-stars reviews

#48 - Jan.2023

Getting feedback from your customers is foundational for improving your product or service.

Satisfied customers will quickly become promoters, sharing with others the good news - everything is great for them. Angry customers, most of the time, will provide feedback mixed with emotional elements such as frustration and hate.

What about feedback in between? Usually, these 3-star ratings are considered neutral. Not useful. Neither good nor bad.

Yet I believe that it is precisely in this space where you're likely to find the most insightful and constructive inputs. These customers acknowledge there good and bad things in your offering. They're happy but conscious that there's room for improvement. They're likely more inclined to collaborate and co-create with you.

With the proper probing, what seems like neutral feedback can become a great source of insights for your design process.